No Service indoors

[SaraBlend]

My EE mobile service keeps dropping out when I'm at home. But when out it's okay. I have to stand outside my front door (often in the rain) to make a call. I've already missed important calls from the hospital, so this is really affecting my life! Please help

[bristolian]

There's two parts to this.

1: If this is a location you've previously had indoor coverage, use the "check status" option on https://ee.co.uk/help/mobile-coverage-checker to report the loss of service for further investigation.

2: Regardless of any fault situation, EE's WiFi-calling service allows you full use of your phone anywhere you have indoor coverage issues for whatever reason - providing you have a WiFi connection, which your post on here suggests you do.

[SaraBlend]

Hi,

Thanks for your quick reply!

Re: part 1 - when I go to 'check status' the page loads blank. And there's nowhere to report an outage 

 

Part 2: I do have good WiFi, but phone just says no service.

Do you have any other means of contacting EE (like email)? It is really hard to phone you about service problems when I have no service. 

I would go outside to make a call, but I'm a wheelchair user and it's pretty hard for me to do that on my own.

[bristolian]

What model of phone do you have? WiFi-calling is normally within the phone settings menu. There is no email contact for EE-CS, but this forum can perform the same function.

[SaraBlend]

I have a moto g(9) plus. It's a 4G phone, could that be the problem?

[bristolian]

Quite an old phone by current standards, there was a thread from 2021 regarding WiFi-calling on it: According to a couple of online guides, the menu option should be under Settings > Network & Internet > Advanced > WiFi-calling.

As regards the fault reporting, have you previously had service indoors in this area? The status checker is working OK for me on a full-size laptop screen.

[draculajane]

We have mobile wifi, and constantly... at least once a day- have to restart the "hub" to get wifi!

We thought BT with a landline was bad... but this is beyond a joke. We have turned off 3 things permenantly now that use wifi but it's not helped. there is only two of us and almost dread it if we both want to use our laptops at the same time.

[SaraBlend]

Hi,

Just to update...

You said my phone may be the issue. So (with what little money I have) I bought a new 5G phone with the latest android. This also has the same problem. So it's NOT a phone issue.

My brother in law works for a company who set up 5G masts. He says: because the south east is so populated there are problems finding places to put new masts. Plus there's a lot of "not in my back yard" folk round here.

My previous network provider had the same issues - so a lack of 5G masts makes sense. Please pass this info up the chain and see if you can improve the coverage.

At least give some kind of refund for the service I'm not getting. It's so bad I've had to get a VoiP phone installed!

[bristolian]

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@SaraBlend wrote:

My brother in law works for a company who set up 5G masts. He says: because the south east is so populated there are problems finding places to put new masts. Plus there's a lot of "not in my back yard" folk round here.

My previous network provider had the same issues - so a lack of 5G masts makes sense. Please pass this info up the chain and see if you can improve the coverage

---

There's no such thing as a "5G mast", all radio sites carry multiple technologies and 5G co-exists with (at least) 4G. EE's base layer is 4G, and every site is equipped with at least LTE800 and/or LTE1800. 5G and/or 2G are additional to this.

By having a 5G phone, you have also introduced another variable to your issues - that of 4G/5G interworking.

What your brother-in-law may be alluding to is that increases in traffic volumes across networks requires a combination of additional sites and also high-band frequency deployment. New sites can be either macro, micro or pico size - depending on the coverage requirements & deployment options in each case.

Does your phone show VoLTE usage? Can you use mobile data whilst on voice calls?