Signal dreadful 3 months and counting

[Offlineagain]

Hi there. We rely on 4g mobile data for all our phone and broadband. The signal has been good fof years, but since November 2020, it has been dreadful. We complained regularly and they just tell us there's a problem and they're fixing it. So, what are they using- blue tack? 3 months now with no improvement. Is anyone else having these issues? Is it related to recent installation of hardlane broadband and maybe they want us to switch over? There is a conflict of interest potentially as BT now owns EE. We are West of Hereford.

Thanks 

Px

[Chris_B]

@Offlineagain   Majority of masts are on private land and each time the engineers need to go to that mast they need to get permission to go onto that land this then relies on the landowner to get back to EE.  

[bristolian]

Hi @Offlineagain 

EE's fixed-line & mobile networks are entirely separate and use different equipment, that is extremely unlikely to be related.

By the nature of fault-fixes, the vast majority of issues tend to be resolved in a few days. If resolution takes longer than that, it is often due to external or third party issues over which EE may not have complete control.

This could be anything from access or equipment problems, to an issue with a third party and a whole number of factors in-between. EE certainly have no incentive to intentionally delay fault fixes any longer than is necessary.

[Offlineagain]

These are not helpful responses, defensive really. There are 5 masts for us, 5! Landowners friendly around here. We live in a poorly serviced area for hard-line broadband, so we rely on mobile data for 5 years nearly. Why is it suddenly dreadful for 3 whole months? At the same time as they dig the roads for superfast broadband fibre optic lines? Not phone lines. Why is ee not investigating? What is going on?

Anyone prepared to help on this? Someone from ee, even? 

[bristolian]

There was no intention in my previous response to be defensive, but without knowing the specifics here, it's difficult to give anything other than general advice. I can totally appreciate that longstanding coverage issues are frustrating.

If you've not already, I would recommend using the coverage & status checker , selecting "I have a problem" to register for updates on issues in your area. Any ongoing fault that EE are aware of, should be flagged on here.

Otherwise, your best course of action will be to call EE C/S on 150, and speak to - most likely - a second-line tech agent. They have access to some additional toolsets that should allow them to advise on your specific issues in more detail.