27-04-2025 02:20 PM
I sighned up for an EE sim as it is advertised as fast speeds, but recently after using allot of internet (i am in hospital) my speeds have seemed to been throttled or put on some sort of data manipulation. I am on an unlimited plan and have been enjoying the service, but it seems after a period of strong usage you have cut me down with out any information. Is this something you do, cut peoples service down if they use an unlimited plan allot?
12-05-2025 12:03 PM
Perhaps it is lawful as not even the technicians know the truth of the service they are selling.
12-05-2025 03:04 PM
Thanks for the update on this one @samski.
I can appreciate you're not happy with the experience you've had here, but if our team are at the stage of requesting examples this would usually indicate that it's ready for further investigation with our Level 2 team.
They can look at how you've been connecting and compare these with your examples to gain a wider picture of how things are looking.
Your complaint case should definitely be reopened once you get back in touch with any examples too, and this should be kept open until a resolution is offered.
You can find more information on our complaints process here too:
EE Complaints Code of Practice - March 2024
Peter
12-05-2025 03:05 PM - edited 12-05-2025 03:32 PM
@samski wrote:
I'm guessing, (as apparently they don't know the truth) that there is only so much bandwidth on a 4G tower, that has to be shared between everyone using it, and there is only one tower in signal range, perhaps the reason they don't explain this is because other companies get priority, or it just makes their offered speeds seem unrealistic for most.
Quite a few points in there...
All telecoms networks have a finite amount of capacity, and in the mobile arena this limits the amount of spectrum available on every individual site. Not sure what you mean by "other companies get priority", but every network has their own equipment even on shared sites - EE doesn't share with VF, if that's what you're thinking.
EE does generally have more spectrum deployed on any given site than other networks, but it's only part of the picture for users getting good mobile data speeds. Small cells are another.
In most urban areas you should be within coverage of multiple sites at any given time, but it's not impossible that only one or two provide service into specific locations.
@samski wrote:
Hopefully the next technician is able to help or at least explain, as I will not be buying broadband from a service that cant be explained even by the technicians.
The CS bods you're talking to may sometimes call themselves technicians. Engineers & tech staff who work hands-on with the radio network are not customer-facing. It's CS' role to act as a conduit between customers who just want their service to work, and the tech organisation who want to build & maintain a network that provides good service.
CS tread a fine line between being reluctant to raise genuine issues into network teams for further investigations, with raising non-issues and thus offline teams not taking them seriously. Requesting details of specific timed examples of poor data, dropped calls or suchlike, is usually the agreed compromise which allows a fault ticket to be raised with those examples cited as "this is when it happened"