No service despite living next door to the mast

[Blackdog101]

I have started to receive missed call information despite my phone sitting next to me and not ringing. I was waiting for an important call which never came.  I contacted EE to ask if there was a problem as I cannot receive or make calls in my home, and have to go outside and face the mast before I get a signal - which is dire for want of a better word.

My signal shows no bars or just the half bar and cuts out very quickly.  This has been an issue since I started my new contract. I tried to complain to EE  and they informed me that there has been a problem with the Mast for several months and they cannot gain access to fix it.

 The same mast transmits BT and Vodafone signals which work fine.... what is wrong with EE?  I got a text to say my complaint has been resolved and closed.  It has not been resolved but I cannot get any information from the EE website about making a formal complaint. It just refers me to the Ombudsman, and I'm not at that stage yet.  Does anyone know how to make a complaint in writing?

[Chris_B]

@Blackdog101   If your that close to the mast can you try you sim in a different device?   You need to rule out your device.   Do you have issues in other locations?  

[Blackdog101]

It definitely is not the device. I tried that and other people in the area are having the same issue.  I also have a signal booster which is happily flashing green at me as I type - despite switching off and on several times over the past week.

[Chris_B]

@Blackdog101   Is that an EE signal box ?   as that service got terminated a few months ago.   Can you not use Wi-Fi calling ? 

[Blackdog101]

yes, I didn't know it has been terminated. In fact the guy I spoke to suggested I try it until I said I already have one.  There is no problem when I drive around 10 - 15 miles from home. I live in a rural area.

[James_B]

Hi @Blackdog101,

Welcome to the EE Community. 🙂

Have you activated WiFi Calling on your phone?

James

[Blackdog101]

Tried WiFI calling and it seems to have improved slightly. Thank you for the tip. 

[James_B]

No problem @Blackdog101 🙂

James

[bristolian]

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@Blackdog101 wrote:

It definitely is not the device. I tried that and other people in the area are having the same issue.

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Has every EE user who has problems, used the status checker's "report a problem" facility to report them?

[Blackdog101]

Hi,
I have been in touch with EE over the past few days and they have informed
me that there is a major problem which is causing a service wide issue.
They don’t seem to realise that because this problem has been ongoing for a
considerable time, (several years) that is why a lot of people have
ditched EE in favour of other networks. The crazy thing is, the same mast
they say is requiring fixing seems to work with other networks. I.E. BT 02,
Vodafone, sky etc. but EE have said they can’t get in touch with the
landowner to gain access to the mast. Totally confusing.
Apparently they phoned me twice recently but once again, my phone didn’t
ring. I was out of the house so couldn’t use wifi calling and I had no
signal.
I’m afraid I will probably leave EE when my contract ends next year if this
issue isn’t sorted out once and for all. The ad with Kevin Bacon says it’s
coverage is better than any other network? I wonder if they checked the
trade descriptions act before they made that claim?