Internet connection mobile

[Robiiinn1994]

I have already made a formal complaint to EE and it fell on deaf ears again, I have done troubleshooting via both their instructions and other tech support advice. Yet it's consistent. This is a brand new phone. Supplied by EE, the connection drops, not slowly, just dies, I have to either restart my phone, OPPO pro Reno 13 5g, or mobile data to get the connection going. This happens outdoors, indoors, everywhere I go. And it's not just me, I have other people I know on EE and they have the same problem but like everyone else we are sheep, just ignoring it. This is poor communication, poor customer service and honestly poor product. I have done everything they have asked, restarted the phone, factory reset, settings. But they all brush me off saying nothing wrong. I would understand if it was just me, but I have multiple numbers under me and they use iPhones the latest models and they have the same issue of dropped connections. And I have friends who have the same issues and learned to live with it. Where is it at this point, that I stop being a number and something on their profit margin that someone actually investigates it? They gave me the same sample message in my reply, saying no problems with the network on their end.... Multiple phones, being used in multiple areas and all have dropped connections issues and apparently nothing is wrong with the network... They tried to appease me with a deal saying discount but I ended up paying more. I was coaxed and defused from my situation by taking the deal hoping it would help make them fix the situation but instead I get the same response. They see nothing wrong... 

Anyways, what now. I have high depression and anxiety and EE don't care, they specifically mentioned that in my chats that there was no note of it being made on my file and didn't believe me, so I couldn't directly call tech support. But suddenly they saw it and was like my bad. But when they didn't believe me they kept telling me to call tech support over and over. Bare in mind I have done what they said to do, report network issues via EE and multiple times the same response, no issues. How? Multiple phones in multiple areas.... 

Ahhhh. Frustrating...

[Mod Note: Personal details removed. Please don't post personal information on public forum. Thank you]

[Northerner]

Hi @Robiiinn1994 

Network issues can be caused by many different issues. Becase you're having issues regardless of the device then it is maybe a SIM issue have you obtained a new SIM. 

You can check for local network issues here: https://ee.co.uk/help/mobile-coverage-checker

Thanks 

[Robiiinn1994]

My post says multiple numbers under me have the same issue, so your saying all 3 of those Sims including mine all have broken SIM cards? And a simple change of sim cards for all devices would fix the issue? 

[Schockwave]

@Robiiinn1994 are they all in the same location? If that is the case, I would definitely click on the link @Northerner  has given, where you can also register and report and receive updates.

[Robiiinn1994]

No, not all Sims in the same location, miles apart, different areas in London, same issues no matter where, indoors and outdoors, whether it's 5g or 4g. Same issues. And I have checked the network checker he has sent and it reports it all good and even from EE they said they have received a formal complaint, then responded no issues. So obviously they didn't bother. Since I said multiple areas around London but their response was all good in my area. So one they didn't take my complaint seriously and two they gave me the brush off again, like they have been doing for years. 

[Katie_J · Accepted solution]

Hi @Robiiinn1994. 

Thanks for coming here and bringing this to our attention. 

When you have a moment please check your community inbox. 

Katie

[Robiiinn1994]

Update: this has honestly left me even more disappointed than before.

After all the previous complaints and being repeatedly told there was nothing wrong, the issue finally reached Executive Complaints and for once it actually felt like someone was listening. They investigated it properly, involved technical support, made changes and asked me to test the connection and report back.

I did exactly that.

I gave them the results, explained that there had been some improvement but the problem was still happening, and asked the follow-up questions they wanted me to answer.

Then they just stopped replying.

I followed up again.

Still nothing.

Now I’ve effectively been pushed back to the beginning again, as though the entire investigation never happened.

That is the part that has really got to me. I already felt ignored before, then for a brief moment it felt like someone was actually taking ownership of the problem and trying to help, only for the case to seemingly be forgotten or abandoned again.

It’s exhausting having to keep explaining the same problem over and over, especially after doing everything they asked me to do.

At this point the connection issue is frustrating, but being repeatedly ignored and abandoned by the complaints process is honestly worse.

[Ali_A]

Hi @Robiiinn1994 

Thank you for the update. 

We do take complaints seriously and follow a strict process to ensure your issue is handled properly from start to finish. If you've raised a complaint, we'll work hard to find a resolution for this. 

If you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

I understand how you may be feeling, and the steps you have taken already, but I'd recommend getting back in touch with our customer service team one more time who can checked the latest update on your case, and take the next steps if needed. 

Ali

[Robiiinn1994]

Thanks, but this is exactly the problem.

I already went through Customer Service, formal complaints and Executive Complaints. I completed the troubleshooting, replaced SIMs, had account/network changes made, completed the 72-hour test and reported the results back.

Then the investigation simply stopped. My reply was ignored, my follow-up was ignored, and I was effectively pushed back to the beginning again.

I’m now being asked to provide password characters or Direct Debit information by ordinary email, despite EE’s own complaints/security guidance warning customers not to send security answers or payment information that way. When I asked for a secure written alternative, I was repeatedly told to either email the information or call.

So being told to contact Customer Service “one more time” just sends me around the same loop again.

I have followed the process. What I need is for someone to take ownership of the existing complaint, explain why the investigation was abandoned, and continue it from where it stopped.

[Ali_A]

Hi @Robiiinn1994 

As your SIM has been replaced, have you been able to try an alternative device instead? 

Ali