I want to leave Ee breach of contract

[MrsP25]

Ee is in breach of contract. 

I did not sign up for a phone contract that cant hold a phonecall without dropping and signal thats awful everywhere. Cant call custmer services as it wont stay connected. One minute 4 bars the next 1 or none..its not my phone as my husband has the same issue.  We live in a city not the wilderness with no masts. There is bo excuse for this diabolicial service.  We are about to complete a house sale and i cant make or receive reliable calls without losing sound or being cut off!  Ee you are letting us all.down and ripping us all off.  Ive tried all the suggested fixes and nothing improves the signal. Desperately unhappy. Ive been a customer for years and never had such terrible service.

[bristolian]

---

@MrsP25 wrote:

Ive tried all the suggested fixes and nothing improves the signal. Desperately unhappy. Ive been a customer for years and never had such terrible service.

---

Can you be more specific about what thee fixes are, that you've tried so far?

How long have you had this problem for? Is it only happening in one specific location, or is it more general?

[MrsP25]

Hi there,

I used the suggested fixes on the ee website to reset settings etc. even
wiped my phone at one point and restarted and it made no difference. Turned
off 5g but 4g just as bad, It happens everywhere. So disappointing as have
been with EE since the Orange days but the last few months the signal has
been awful everywhere, it didn’t change when I upgraded my handset either
it’s actually getting worse.

I’ve tried calling the help.one tonight several times but it cuts off.
Tried the call me back feature but got an oops message so that failed,
tried sending a message through the app that also failed.

Absolutely desperate, I need to make and receive calls. Considering buying
a pay as you go so that the solicitor can get hold of me, should not have
to resort to that when I’m paying for this one.

[Matt_124]

Is call performance any better or worse when you're connected to a wireless network and using WiFi Calling?

https://ee.co.uk/help/mobile/manage-use/using-phone-features/use-wifi-calling 

[bristolian]

If you're having such major problems as you imply, "everywhere", I would quite strongly suspect a device problem. If the EE network were having these problems "everywhere" that you've been, all customers would be indiscriminately affected and both the performance stats & complaint volumes would be off the scale. There is no evidence of this.

Testing using WiFi-calling is an excellent test - you're still using EE's central network to route your calls & texts, but are changing the radio bearer from mobile, to WiFi. Does the same problem happen?

I think you then need to do one of two things, possibly both.

1: Compare service with friends & relatives who use EE - do they have similar problems? If they do.. OK, you have increasing evidence of network issues. If not... that's disproven and you need to be considering a phone fault.

2: Start collating dated & timed examples of dropped & failed calls, and report these to EE-CS for further investigation. Some CS agents have access to network logs which will give the reasons for failed calls - network & user-equipment are differentiated.

[MrsP25]

Sorry but this is a fob off. I’ve already stated my husband has the same
issue. I’ve had the phone checked in store and a new sim and no difference.
He also was given a new sim and that didn’t help him either. We work in
different towns and neither of us have good enough signal to call one
another most of the time.

I’ve also spoken to others that are on EE and they’re frustrated too.

It seems to be the customers problem that perhaps there are too many people
on the service and not enough coverage. Unlimited data allowance that most
of the time I can’t use.

I’ll have to get a second contract with another provider if I want to
actually use a phone to make or receive calls. I’ve read lots of other
posts by people in the same situation with awful signal everywhere. I can
see a phone mast where I work yet it sits at 1 or 2 bars and still call
quality is awful.

I can’t actually call customer services to complain and the stores won’t do
anything so I am trapped until November 2026.

I’ve been a loyal customer for 15 plus years and am being badly let down.

[Peter_W]

Good morning @MrsP25.

Welcome to the EE Community. 

The advice @bristolian has mentioned here is definitely the best route to follow. 

Our mobile tech team have a specific process to follow when investigating call quality and signal problems, and like he mentioned one stage of this will be to collect examples and compare them with the stats available at our end. 

I would definitely recommend getting in touch with them, and we can investigate further from there.

Peter

[bristolian]

---

@MrsP25 wrote:
Sorry but this is a fob off. I’ve already stated my husband has the same
issue.

---

Not at all, there's a few theories in your post that can be debunked with a bit of explanation, but I sense you're rather convinced this is a network issue. You'll rarely see people posting on this forum or other channels thanking EE for good service, it's human nature to complain but not compliment.

There's a few things you can definitely try that have been suggested, if you have a genuine desire to resolve this.

[MrsP25]

Hi, sorry for the delay, i was unable to access during the day due to awful signal. 

Of course i genuinely want to resolve this issue, EE do not seem to be taking it seriously and with a wider issue today its even worse.  Reading other posts i am not alone in this. Ive got a lovely phone and on paper a great contract etc.  But its useless if i cant make or receive calls. Ive tried all the fixes suggested on my EE and additionally through google searches..went into the Ee store last year and a new sim did not work either. How can the signal be 3 bars one minute then fluctuate from 0 back to 3 when you dont move? I'm not here to troll. Im desperate. 

[bristolian]

A few bits having re-read through your various points.. the reply will be lengthy.

You mention "seeing a phone mast" but only getting 1 or 2 bars. If your phone is only getting minimal coverage despite having line of sight, then it's not using that site for whatever reason. On the flip side, there's nothing inherently wrong with "only 1 or 2 bars" - 4G & 5G services are delivered using multiple frequency bands, some of which are better at wide area coverage whilst others are better at providing capacity for high-usage.. phones swapping between them is perfectly normal, thus while on-screen bars are a useful guide, that's all - they should never be the be-all-and-end-all. This can sometimes explain a misplaced frustration from users who just want full bars, all the time.

You mention that since getting a new phone, "it's actually getting worse" - if this coincided with you moving from 4G > 5G, then extra variables have been introduced, but this should ring alarm bells all the same. I would certainly be considering obtaining a cheap PAYG phone as you've suggested, if only to use with your existing SIM and further attempt to rule out the device being at fault.

When you're next on a call, test using mobile data - this establishes whether you're using 4G for your calls, rather than falling back to 2G for whatever reason. Some of your symptoms may be explained by this, at the very least it won't be helping and is something to rule out.

Try using WiFi-calling when using your phone indoors or anytime you have a WiFi-connection. This replaces the mobile network with the wireless internet, but still connects to EE's central network to route calls & texts as normal. It's something else to rule out.

A couple of years back I spent many months trying to solve an intermittent issue with failing calls & slow data, and many of the specific symptoms pointed at network-side. In one very specific location with a working & non-working phone side-by-side, those symptoms caused a lightbulb moment, and it did turn out that the device had been at fault all along. The point is to retain an open-mind until a fault is conclusively proven.