Bad Reception - No help from EE

[milnber]

Bad reception in the area where I live, despite the EE coverage map indicating reception should be perfect.

I can't receive calls or make calls without them dropping, unless I am on my home Wifi network using Wifi calling.

I have tried calling EE technical support, but can't go through another 1 hour script (again) to try a list of things that didn't work the first time and won't work this time around (e.g., reboot phone, manual network selection, automatic network selection, switch off data, switch on data, airplane mode, check carrier settings, etc, etc).

This is not limited to my mobile phone. It affects multiple other mobile phones as well (in the family, visitors, etc) on the EE network.

What is the recommendation to be able to get to speak to someone technical in EE support without losing the will to live?

[Chris_B]

@milnber  The coverage map is just a guide and not a guarantee of service,  it does say this on there.     The coverage map is based on computer simulation not because someone stood there checking signal strengths.  

[Schockwave]

@milnber , if the coverage where you live is bad, then you can also report it and receive updates. I have always had good coverage, unlike when mobile phones and Orange, as it was called then came out in the 1990, where there were plenty of black spots.

If the problem is in your home, then that is not down to EE, but could be down to buildings and surrounding areas, that is why we now have Wifi calling, where network is bad.

Try ringing customer service early in the morning, when they probably are not so busy, otherwise hang up, try again later and you should get through, it should not take more than 20 minutes for someone to answer the phone. 

[James_B]

Hi @milnber,

Welcome to the EE Community. 🙂

Does the Network Status checker show any problems in your area?

James

[bristolian]

Is anything reported on the status checker under "Check status" - rather than "check coverage", this looks for faults & issues.

How long has this been a problem?

It may be that primary coverage here is provided by the 800Mhz Band 20 service which requires a 4G-calling device & SIM. Are you on PAYG or pay-monthly, and with what phones?

[milnber]

Thank you @Schockwave , 

I believe it is the general area (not just my house). The reception is bad both inside and outside (in the garden).

I will try customer service as suggested, I just hope they don't run me through the dreaded "script" to troubleshoot my phone (again).

[milnber]

Hi @James_B ,

No problems in the area that I am aware of. This has been an ongoing issue (for a few months)

[milnber]

Thank you @bristolian ,

There was an option to report an issue under the "Check status" menu item as suggested. I have submitted a report there.

[James_B]

Please let us know when you receive a reply to your problem report @milnber

James