Erratic mobile data speed

[SAJM]

I am located in Brightlingsea in Essex.

I've been here for 6 months and the mobile speed varies from 1M to very fast. Mostly 1M but sometimes it is stable for half a day and I get decent speed.

My phone is brand new and works perfectly in other areas.

When I phone tech support I get fed a pack of lies. Every call is different: I'm told trees are blocking the microwave path, it's a software issue with Ericsson, it's a Vodafone problem, it's congestion, it's an ongoing fault, the network is being upgraded, it's a mains power issue.

Of course nowdays ee can lie to me with impunity. As a customer I have to mind my myself least I "upset" an agent and call out the lies. I am powerless to do anything.

The only solurion they offer is that I move to another network or they credit me. I don't want the money, I want service! Why should I move suppliers because an agent is more concerned with their call staistics than a customer.

How do I escalate this issue up the ee tree and speak to someone with a bit of common sense. 

[Peter_W · Accepted solution]

Good afternoon @SAJM.

Welcome to the EE Community. 

When you're facing an issue with your connection, there can be a number of different factors at play here, and this isn't always straightforward. 

There's a chance that it could be a number of the reasons our team have given here influencing the connection, but we'll always aim to give as clear a picture as possible.

In some cases they will ask you to log examples so we can cross check these with the network performance stats at our end. 

If you still aren't happy with the outcomes provided here, I would recommend logging this as an official complaint, via our webform here. 

This will be reviewed by our dedicated complaints team, who are our highest point of escalation, and if you'd like more information on this process you can find it in our complaints code of practice.

Peter

[SAJM]

Thanks for your reply

I sent a message via the web as you suggested.

I also noticed that there is a very active Facebook group discussing the ee service in the Brightlingsea area - it seems I am not alone.

[bristolian]

Unfortunately your experience of CS does sound like classic examples of customer-facing agents trying to explain concepts that need sometimes need an element of engineering experience to fully understand. Some of the issues you've cited can be causes of poor speeds, but entries on fault-tickets can be easily misinterpreted in a well-intentioned cause of trying to placate customers.

Citing specific timed examples, as mentioned, allows for checks of which network components you were using at the relevant time.