Conection

[Rashid85]

Hello,

I am writing to make a formal complaint regarding my mobile internet service with EE.

Becoming an EE customer has been a serious mistake, and I deeply regret signing this contract. For over a year and a half, my mobile internet connection has been extremely poor, slow, and unreliable. The situation has become so frustrating that sometimes I am about smashing my phone to the wall because the connection is completely unusable, especially considering the amount I am paying.

I am currently paying £87 per month for this service, which is unacceptable given the quality provided. In most indoor locations, my mobile internet is either extremely slow or does not work at all. Recently, I started working in a building with thick walls. While I understand that this can affect signal, my colleagues working in the same building and using other mobile networks have fast and stable internet. My EE connection, however, barely works, which clearly indicates that the issue is with EE’s network rather than the location.

I have made multiple complaints and contacted technical support many times. Each time, I am told that the connection in my postcode is “the best available,” which does not reflect the reality of my daily experience. Being repeatedly told this only increases my frustration and makes me feel that my concerns are not being taken seriously.

I am also informed that nothing can be done because my contract does not end until June. This leaves me paying £87 per month for a service that is not fit for purpose and, in my view, completely useless.

Please ensure it is clearly noted on my account that I am extremely dissatisfied with EE’s service. Once my contract ends in June, I will be leaving EE immediately and switching to another provider. I will not consider EE again in the future.

Paying such a high monthly fee for such poor mobile internet service feels unfair and misleading. I expect this complaint to be properly reviewed and responded to seriously.

Kind regards

[Ritu_D]

Hi @Rashid85 

Thanks for reaching out here on the community. 

I am gutted to hear you have been having ongoing connection issues with no resolution, I know how important it is to be connected at all times. 

You did the right thing contacting our technical guides, they are the best people to speak to when it comes to issues like this. 

When you called up did the guides run through steps with you? 

Have you tried a 2 way sim swap (your sim in another phone and another sim in your phone) this will determine whether the problem follows the phone or sim. 

Is your phone on the latest software? 

Have you been Using WiFi Calling indoors when you have poor signal but a wi-fi connection.

You can Make a Complaint via the web form online. 

Thanks 

Ritu

[bristolian]

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@Rashid85 wrote:

In most indoor locations, my mobile internet is either extremely slow or does not work at all. Recently, I started working in a building with thick walls. While I understand that this can affect signal, my colleagues working in the same building and using other mobile networks have fast and stable internet. My EE connection, however, barely works, which clearly indicates that the issue is with EE’s network rather than the location.

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For every location where this is the case, there will be others where the opposite is true.

Without going into technical detail, indoor coverage especially is dictated by the distance to the nearest serving site and the frequencies that are carried on it. Very broadly, EE tends to perform better in rural locations than other networks, but there will always be local variations and no single network is perfect.

Without specific local knowledge, it's very likely that the fix for your specific issue would be additional network deployment - maybe a new site build, or maybe additions to the existing ones. WiFi-calling is always offered as a mitigation in the meantime.