Dead mast no signal at home for the last 12 months- still investigating

[AKbentley]

Hi
I have been a customer with yourselves for some time. I raised an issue with phone signal in August 2022 and was told that I should try resetting phone and undertake wifi calling. This did not resolve the issue. I was told to get a new phone by EE and that they would look into the issue but currently there should have been signal at the address.  This issue is affecting three different types of phones in the house (Motorola, Apple, Samsung).

I proceeded to consistently have issues and raised multiple complaints with little done. As an engineer I then contacted the tech team Level 3 which I was able to speak to on chat channel . I outlined the issue and said that I believed it might be an infrastructure issue and was told be the gentleman about a dead mast in the area (For context this is in the GU10 postcode Area) . Finally an answer!

They said they would keep us updated as to the investigation. However a year later this is still not resolved! 

As such I would like to termination my contract with supposedly the number 1 network in the UK and feel that it is only right given the lack of service render that I do not have to pay the exit charge left on the account. 

I have been told to contact the tech team here to investigate this issue as I have been on hold with 150 for the last 30 minutes (and have had to go to a location where I do get signal).  

The team on the chat bot were unable to help despite seeing the notes and agreeing with all of the relevant complaints I had registered as it requires the tech team to confirm. It appears excessive bureaucratic systems and processes are inhibiting customers from being given the service deserved. 

As such the cancellation team require the tech team to confirm the mast still has an issue and automate a note for a cancellation for free for my phone contract. 

This is the least I would expect EE to do given the circumstances. Any support would be appreciated in this prior to me escalating to the CEO (whom I have the email address of) and also the ombudsman for communication for the UK.




I am highly disappointed by EE and their lack of honesty. 

[AKbentley]

Hi
I have been a customer with yourselves for some time. I raised an issue with phone signal in August 2022 and was told that I should try resetting phone and undertake wifi calling. This did not resolve the issue. I was told to get a new phone by EE and that they would look into the issue but currently there should have been signal at the address.  This issue is affecting three different types of phones in the house (Motorola, Apple, Samsung).

I proceeded to consistently have issues and raised multiple complaints with little done. As an engineer I then contacted the tech team Level 3 which I was able to speak to on chat channel . I outlined the issue and said that I believed it might be an infrastructure issue and was told be the gentleman about a dead mast in the area (For context this is in the GU10 postcode Area). Finally an answer!

They said they would keep us updated as to the investigation. However a year later this is still not resolved! 

As such I would like to termination my contract with supposedly the number 1 network in the UK and feel that it is only right given the lack of service render that I do not have to pay the exit charge left on the account. 

I have been told to contact the tech team here to investigate this issue as I have been on hold with 150 for the last 30 minutes (and have had to go to a location where I do get signal).  

The team on the chat bot were unable to help despite seeing the notes and agreeing with all of the relevant complaints I had registered as it requires the tech team to confirm. It appears excessive bureaucratic systems and processes are inhibiting customers from being given the service deserved. 

As such the cancellation team require the tech team to confirm the mast still has an issue and automate a note for a cancellation for free for my phone contract. 

This is the least I would expect EE to do given the circumstances. Any support would be appreciated in this prior to me escalating to the CEO (whom I have the email address of) and also the ombudsman for communication for the UK.


I am highly disappointed by EE and their lack of honesty. 

[XRaySpeX]

Repetition is against the Community's Terms of Use.

[bristolian]

There is no account access on this internet forum, you should continue to deal with CS.