No network

[KEB2]

My phones been  showing Emergency Calls Only since 5th January.   The app shows there is a problem  in the area, but I cannot call/text 150 to discuss what's happening  with repairs, or when this may be expected.  Is there even any refunds re billing  as unable to use the network? 

[Chris_B]

@KEB2  When contacted to WiFi you can use WiFi calling.  And no you are not entitled to any refund.  Network issues do happen and no network is 100% 24/7.  

[KEB2]

I have WiFi calling turned on all the time, the phone just says not on network.  Looking back at previous texts that have come through EE have been sending network problem texts since 2nd Jan, but ive had intermittent  signal until 5th, and then nothing.  I know I am not the only person affected, there are a number of people experiencing  the same.  Your abrupt response is not the response I have previously  experienced from EE staff, who are usually  so helpful.   And I cannot call EE as there's no network!!    Do i then cancel my contract as you cannot fulfil the service being sold?

[Matt_124]

Hi @KEB2 

@Chris_B is not EE staff, but another customer much like yourself. The Community Star role on the Community is explained here.

This public user forum is not a means by which EE staff can be contacted as there is no account access on here.

If you have access to the EE App and are a Pay Monthly customer you may be able to access Live Chat in the "Help" tab by selecting "Talk to us" and choosing Message.

[bristolian]

WiFi-calling enables full use of your phone, with no mobile coverage required. It's no substitute for macro outdoor coverage, but if you're indoors with a wireless connection, then it's a complete mitigation.

You can use the "keep me updated" option on the status tool & myEE app to register for proactive updates on any local outage. CS agents on 150 are likely to provide the same updates.

[Chris_B]

@KEB2  Did you actually read the T&Cs of said contract?   Especially the part where you agreed to that the network can have problems that are sometimes out of EEs control. And EE will try to rectify such network issues within a timely manner.     (That’s just from the top of my head it is worded differently)      

Oh you didn’t perhaps you should,  you can cancel/terminate but you’ll have to pay off the remaining contact term.