Mobile data network from EE is scandalously bad for over 2 months … why?

[StrollingBoy]

For over 2 months in Wateringbury and a large part of surrounding area in Kent the EE mobile data network has been scandalously next to useless, with chronic signal dropout, failed calls, the EE app does not work when trying to report problems and I am always led to a loop of non-human interactions, which is terminated with “this service is not working, try again” (or similar).

One day a few weeks ago I managed to somehow talk to a sentient being in customer service. The conversation was a bit surreal as they blithely mentioned after 5 minutes or so that a number of masts were down  - for more than a month - and so the working ones were failing to  deal with the increased bandwidth. Yet this appears to be a secret and EE appear to be very happy about it … I wonder why?

Contract customers are seeking financial reparation. Is this ever on local news even? Where is the press on this. Is there any chance of a 1st world service, what are we paying for?

[bristolian]

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@StrollingBoy wrote:

the EE app does not work when trying to report problems

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I've just tried a test fault report via the myEE app and the submission was accepted first time. Sometimes the website will work when the app doesn't, and vice-versa.

Sites being off-air for extended periods is pretty rare, but some CS agents may use the excuse to avoid following the proper process with coverage complaints. There looks to currently be a fault logged against a sample Wateringbury postcode I've tried.

[StrollingBoy]

Believe me this is not imagined. I work with all sorts of tech. This happens on multiple phones for so many people across a significant region. One person already got compensation 2 months ago and it is still not fixed. Last night I got messages from EE saying it is fixed. Today … it is not.

[StrollingBoy]

But EE appears to wilfully obfuscate over the dire state of disfunction within their mobile network over a large area of Kent. This reminds me of BT and why I ditched them (with compensation for mis-selling  and misinformation) many years ago, only to go to EE  just before BT purchased them.

[bristolian]

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@StrollingBoy wrote:

EE appears to wilfully obfuscate over the dire state of disfunction within their mobile network over a large area of Kent.

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If this were the experience of all users in Kent, I'm sure it would be attracting press attention. It would certainly be generating large volumes of complaints and poor performance metrics.

[StrollingBoy]

This from today at https://downdetector.co.uk/status/ee-everything-everywhere/

[bristolian]

DownDetector & IsTheServiceDown are both useful for national issues, but just don't have the detail for anything else.

For local coverage issues they are useless, no conclusions can sensibly be drawn from those.  You could reasonably argue all UK networks are fully off-service citing either site.

[StrollingBoy]

Fair enough, though I’m not drawing conclusions … it’s all seems opaque, and a dearth of shared information from the service providers.