EE disconnected and unhelpful

[ML58]

Here in Herefordshire, for the past few days, EE mobile phone signal is very week, drops calls, disconnected, callers cannot hear me,  and all manner of issues. When I use the mobile to call my landline, the landline display says call withheld and when I talk using the landline all I get it an echo.  

I contacted an EE person, but a waste of time.  He was more interested in security questions (which I answered satisfactorily) than telling me what the problem was. All he could say is that that's a problem which is being fixed, but he didn't know what the problem was and how long it's going to fix it. 

 Would someone please tell me what the red box on this site is supposed to signify?  No explanation.  

I have two mobile phones on monthly contracts. I'd expect better service than this. The way EE treats customers is appalling.  My usual method is to instruct my solicitors to issue proceedings against the EE CEO personally which I'll do if the problem isn't fixed by next week . In the meantime, how do I get a refund of my payment while the service is out of action and not fit for purpose? 

[bristolian]

You can check for, and report network issues using the online facility - https://ee.co.uk/help/mobile-coverage-checker and follow "check service status".

What red box are you asking about? Perhaps you could post a screenshot to explain your question.

[Schockwave]

@ML58  Unfortunately we have no account access and do not know who you are, this is a public forum, where we try to help customers, most of us here are customers like you, so you would have to ask EE to see if they will refund any money for not having service, but if you have fixed broadband, you should be able to set your phone to wifi calling in order for you to make calls.

Fixes can take time, if there is a problem, although usually does not take too long, under normal circumstances and can depend on the problem, too.

[ML58]

Service has been resumed, albeit the low 2 bars of the 4 bars signal strength. At least I was able to make an outgoing call yesterday evening and another for an hour this morning without any issues. 

I appreciate things take time to fix, my 'complaint' is the lack of communication by EE to a customer (without whose revenue EE would go broke) and  'silly' and to me, meaningless icon on this site when trying to find out more. Yesterday I asked my MP to investigate on my behalf. The previous MP was always very help in that regard, and I am sure the incumbent will be too. Hopefully, the result of the MP's investigation will also get me a refund.  

For anyone else experiencing difficulty in getting a straight answer out of EE, I recommend they contact their MP. Generally, MPs have a direct line to the head of most businesses and organisations.  (For example, a few years ago when I narrowly avoided a pothole in a main road which could cause a lot of damage, I reported it to the local council and got the usual auto-acknowledgement and non-priority etc. So I asked the MP for help and the next day the pothole was mended.)

When it comes to what is reasonably expected of customer service, the customer is usually right, as we are on the receiving end of big business’s indifference.  The more people, I suggest, that stop being accommodating and refuse to compromise, the more the standard of customer service generally will be improved. 

[bristolian]

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@ML58 wrote:

I appreciate things take time to fix, my 'complaint' is the lack of communication by EE to a customer

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Proactive fault & planned works notifications are available on an opt-in basis. You can choose upto 5 UK postcode.

Use https://ee.co.uk/help/mobile-coverage-checker > Check service Status > My places.

You've still not said what or where this "icon" is. A screenshot of what's upsetting you, might help others to explain it.

[ML58]

I've tried to take a screenshot but it won't. 

On the "service status in your area" is a rectangle coloured red with. the outline of a mobile phone in the middle.  To the right of the red rectangle is the word Mobile. Clicking the red area or Mobile ttakes you to Mobile Status and click another postcode.