Lack of Phone and Internet service

[SteveNick]

I use the service checker for my location and it tells me the service is excellent when in fact it is not . I am getting messages from EE about problems in my area but it's going on forever.  What is the answer .

[Chris_B]

 

@SteveNick   Did you click the check status tab ?   Clicking the check coverage tab  is a guide of the coverage in that area. You need to click the check status tab as you will see if there is an issue in that area..  

if there is an issue in that area you can always use Wi-Fi calling if possible. 

[bristolian]

What service problems are you having with using your phone?

[SteveNick]

Thanks Chris .

It does confirm there are problems .No comfort though ,it has been going on since before Xmas.Its far worse for my son who relies on his phone for Internet services which are down now for several weeks . 

Steve

[Leanne_T]

Hi @SteveNick 

Thanks for coming to the community. 

If you would like more information on the service problem in the area, please call us on either 150 from an EE phone or 0800 079 8586 from any other phone. 

Leanne.

[SteveNick]

Phone calls failing mid call and people not hearing me when I hear them, until I move about the house .

My son ,who has a family contract that I pay for has his internet service dropping out more than in since Xmas  .East Lancs seems to be an EE dead zone at the moment . So frustrating because I recommended EE to him .

Steve

[bristolian]

Dropped calls and audio dropouts when in poor coverage, I have experienced myself since a while now.

I have my suspicions as to the cause, but I can only suggest reporting these - initially via the status checker then via CS. It may require some patience and persistence.

[SteveNick]

In the last 3 months my sons phone contract ,on my account , has had NO service for 20 days and variable service for 12 days .

Does this constitute a breach of contract on the part of EE and allow me to cancel the contract without penalty payments ? 9 months left on the contract .

[WS1995]

I'm far from an expert, but usually in this situation it wouldn't justify the contract being cancelled, but you'd be eligible for compensation in the form of a reduction to the bill. Most companies operate a policy whereby if you have no service consistently for x number of days you are entitled a reduction. 

For example our Virgin Media broadband at home is that if we lose all service for 3 days or longer, we are eligible for compensation of £7 a day. This is usually deducted from the bill.

Have you tried speaking to EE Customer services? 

Is the phone contract a sim only or was the phone included?

What's the contract length?

[SteveNick]

Thanks

Sim only 12 months.  He moved to a rental in 2022 on a 6mths term so didn't want to go down the route of wired broadband . At the time his neighbours recommended EEand I was an EE customer so we did a 1 month PAYG which was fine then opted for Monthly for the savings . 

Steve