Bad Signal for years, was told new sim would fix, but hasn’t can I get a refund?

Jonathon7 · ‎19-08-2026

Been with EE for years, excellent signal in other areas. In this area it is classed as ‘variable’ so not great outside and near impossible to use inside. Other networks ie Vodafone are fine.

When I renewed my contract I was told a new sim would fix my problem, presume that was a digital sim. Still poor. I have an iPhone 15 Pro, so not an old phone. Can I claim a refund on my contract prior to cancelling? I have more screen shots of errors due to timing out. Can hardly refresh my Facebook page most days. Having to travel 2.5 miles down the road to the next town in order to do online shopping etc. Not tried tethering to my laptop as the signal is so poor.

XRaySpeX · ‎19-08-2026

@Jonathon7 : You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Chris_B · ‎19-08-2026

@Jonathon7 Nothing will improve a network signal if it’s poor in your area. No sim or eSIM can make a poor connection better. A eSIM is just an electronic SIM card in your phone it acts exactly the same way as a physical SIM card. Ie is allows your device to commit the network. You do however have the option to use WiFi calling when connected to WiFi and this is exactly what it’s for for when you have poor or no network connection.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Peter_W · ‎19-08-2026

Welcome to the Community, @Jonathon7

Whilst it's unlikely a new SIM will significantly improve your network coverage, if you were using an older SIM this may have required upgrading in order to receive all available connections like 5G+.

SIMs can become damaged too, but if this were a SIM issue we would expect you to struggle everywhere.

Indoor coverage is difficult to guarantee, which is why the WiFi calling option @Chris_B mention is definitely worth trying.

If this isn't an option, I would recommend reaching out to our technical team so we can investigate the issues you've been experiencing further.

Peter