I’m looking for some advice regarding ongoing network issues with EE. Since starting my contract a year ago, I’ve consistently had problems with data connectivity, especially in areas where 5G coverage is supposedly available.
After months of poor signal, I contacted customer support back in June and was advised to switch to an eSIM, reset network settings, and toggle Airplane mode. I followed all steps, including resetting my iPhone (which is a current model and fully updated), but the problem persists.
I submitted a formal complaint last week and spoke with several different agents. One insisted the problem was due to an old SIM card, which wasn’t true as I had already switched to eSIM. She promised to call back within 30 minutes—no call came. When I followed up, I was told to provide call logs and make additional calls to "prove" the fault. I complied, but the logs were dismissed as insufficient (they had no record of several call I had made), and again, no callback was received at the agreed time. After further chasing, I was told to perform multiple speed tests spaced an hour apart (all of which showed shockingly low speeds—between 0.24–0.85 Mbps). Still, no follow-up.
Eventually, (this is after 3 agents over 4 phone calls roughly 30 mins each!) I was escalated to level 2 support- which was shocking.
I was asked to supply several post codes where I was facing issues with the following reasons why try signal was poor:
-My home area was lacking signal due to ongoing issues with the mast that "had been ongoing for a while" and was currently experiencing problem yet again. (None of this mentioned on the EE website).
- Another location, the local mast had been destroyed in an arson attack with no insight into when it was going to be fixed.
- When I provided a third postcode where I also experience issues, I was told I’d need to physically be in that area to run tests before they could log a fault.( And honestly, I don’t have the time to call in and run diagnostics for every place I travel through).
With all the above issues, tech support stated they couldn't do anything. I asked why these issues were not mentioned on the website: the technician said he didn't know!
I’m paying £45 a month for a service that barely works in many areas I frequent. At this point, I have now switched to pay-as-you-go with another provider just to have reliable service!
So the main question: has anyone successfully claimed compensation in a situation like this or managed to leave their contract early without paying a cancellation fee due to poor service? I've already submitted another complaint but I'd really appreciate any advice on how to escalate this properly or what steps to take next.
