No connection/data

[Hoppy8571]

Why is it when i or anyone else report a problem that i can't get internet/data connection at work, i get told by EE "we are sending an engineer out", then after a day or two i get told by EE "our engineer couldn't find a problem, maybe this was one off time....". No there is a problem with the signal/connection! How can an engineer say everything is ok in the area when everyone is saying the same thing "can't get nothing", "i got get any signal" etc and the engineer can't even get on site to prove there is something wrong? I am sick of this! My sim strength is -110 dBm so there is clear an issue in the Crewe area! I am going to cancel this contract because it is just a scam, can't even get a service that i pay for!

[Chris_B]

@Hoppy8571  Is that indoors ? No network will guarantee a signal indoors as buildings can block signals. 

[Hoppy8571]

It is indoors and outdoors, 4g and 5g. Today the sim card status is "Mobile network status - Disconnected", "Service state - Out of service", "Signal Strength - -113 dBm 0 asu" and that was outdoors in the open. Yet EE say the Engineer says everything is ok and there is nothing wrong. Everyone else on EE in the factory says the same thing and the people that live in the area of Crewe have the same problems. Vodafone works perfectly and so does O2. I try to report a problem on my laptop and all i get is "This service isn't working right now". The crazy thing is, i can't even call them on 150 either because i have no signal. Either EE's engineer is incompetent/not doing his job by physically coming out to the area and seeing it for himself or EE is purposely throttling the mast which is right next to the factory. I am literally at my wits end with it. I can't even contact EE to get a 'Deadlock Letter' to take this to the ombudsman.

[Peter_W]

Hi there, @Hoppy8571 

Whilst I appreciate you won't be able to do this whilst in this location, have you tried reaching out to our technical team so we can check for specific updates on the area?

You don't need to be in the affected area to do this, and they'll be able to look at the exact setup of the network in this location and advise on what's happening.

Also just in case you weren't aware, if you're in a location with WiFi available, you can enable WiFi calling as an option for carrying your calls and texts in locations that would otherwise have no signal.

Peter

[ee_user14]

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@Hoppy8571 wrote:

It is indoors and outdoors, 4g and 5g. Today the sim card status is "Mobile network status - Disconnected", "Service state - Out of service", "Signal Strength - -113 dBm 0 asu"

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Perfectly normal that, I get the same with a -90dBm connection.

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@Hoppy8571 wrote:

 The crazy thing is, i can't even call them on 150 either because i have no signal

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You can make calls using WiFi-calling if necessary, you don't need mobile coverage to make calls.

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@Hoppy8571 wrote:

or EE is purposely throttling the mast which is right next to the factory.

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"Throttling the mast" doesn't work like this.

[rkelly1]

Has there been a change to the coverage at the location at all? If something has stopped working all of a sudden then that would indicate a network issue, especially if other people are have noticed the same thing.

For this I would encourage anyone having the issue to call to report the problem. It will then flag the issue as opposed to a single user issue. 

[Hoppy8571]

Unfortunately we can't use the works WiFi with our personal phones as they have password protected the WiFi. Surely EE would have used the technical team with the amount of reports myself and the many others have put in about the area?

Why is it down to the customer to communicate with various departments within EE about issues in the area? Surely something would of flagged up on their system to say they are getting a lot of complaints about bad connection/data in the area.

[Hoppy8571]

-113 DbM 0 asu literally means no signal or connection. Look it up.

Can't use the works WiFi for personal use. Also I pay a contract to have a service i can use.

[Hoppy8571]

It seems to be when everyone is at work (4000+ workers) at the factory that there is an issue. It seems to be when there are 200-300+ workers in the factory the signal and connection is just dead.

I went in to work today with only about 50 people working and everything was running fine.

Everyone I have spoken to with EE has put complaints in/reported the issue but we all get the same old answer from EE "we sent our Engineer out and they could not find a problem. Maybe this is just a one off".

The mast is literally right up against the fence line of the factory too. People who live in the area have said EE has got that bad that they had left EE and gone with another network because EE won't solve the problem.

[Debbie_G]

Thanks for coming back to us, @Hoppy8571.

I can understand your frustration, especially if multiple people in the same area are reporting similar issues and the service isn't consistently meeting your needs.

Our technical support team will be best placed to check for any updates relating to the reports that have already been raised and advise you further.

Debbie