Network Coverage

[Erski1]

We have now been without mobile network coverage for over 5 days in my postcode area SA42 0XN. Apart from a complete lack of communication and updates either using My Place or on the status check apart from telling us the obvious that there is a fault, there must be a point when as a customer who is paying for a service I am not getting I should be entitled to some form of compensation?

[bristolian]

No network guarantees a fault-free service from every site 24/7/365, outages happen & the T&Cs provide for it.

All network faults are rectified ASAP but sometimes things can take longer than everyone would like, due to a whole catalogue of reasons.

WiFi-calling is offered as an indoor coverage tool when you have no service for whatever reason - be it poor coverage area or outage.

[Erski1]

Thank you I fully understand the wifi calling when you are home, but living in a rural area that only accounts for 20m outside my home. Any further and you are out of signal and wifi is of no use, waiting for calls you are as good as stuck in your own house. The question was more about the poor communication and lack of estimation of work completion. When will EE take responsibility.

[bristolian]

WiFi-calling is never intended to replace network service, but is a mitigation.

You mentioned already registering for updates via the status tool. Out of interest, what specific actions would you seek in order to "take responsibility" as you put it?

[Erski1]

Understanding and informing what the actual problem  that is causing the network loss, it would help the customer put the problem in context. When I mean take responsibility, I infer that EE could be more proactive rather than reactive when dealing with a problem that has extended over several days, rather than relying upon individuals realising there is a problem and having to try and source the cause themselves. I am fairly tech savvy but in my community which is fairly aged people suddenly have no signal and are quite concerned and negative about the service as it has significantly affected them. 

[bristolian]

The nature of network build is that urban areas often have significant overlap between sites, and so single outages cause far less loss of service. Rural areas have less site density so the opposite applies.

The overwhelming majority of customers have no interest in the exact nature of faults or the technical detail of fixes, and thus both the CS operation & "my places" updates are geared to this end. There's also an element of "be careful what you wish for" about being told all the gory details of which equipment has failed and in what way.

Frustration at loss of service is entirely understandable, but be assured unplanned faults are often picked up via a variety of means. 24/7/365 monitoring works alongside performance metrics and customer reports. No faults are "just left" as you seem to think, I speak from direct experience.

[Erski1]

Never said they were ignored and think this thread is not going anywhere so thank you for your contribution and I will speak directly to EE if service is not restored.