No service in LL15 Ruthin

[Swinno1976]

We've had no service - mobile data and telephone - since the 16th. The service status page tells me there is a problem but not what the problem is or more importantly when it will be resolved.

I've tried contacting EE via various channels with this being my last option.

When will the issue be resolved?

[Mod edit: removed personal details]

[Christopher_G]

Hi @Swinno1976 

Welcome to the community.

I'm sorry to hear that you're having some issues with the service in your area. You've done the right thing in checking the network status checker. Since it's showing an issue on there, our engineers will be working hard to get it resolved as soon as possible. If you register for updates on the statu checker, we'll keep you updated once we know more about when it's going to be fixed.

If you'd like to discuss it in further detail, I recommend speaking with our technical support team, who'll be able to look into it to see if we have any more information about the problem.

Thanks for your patience so far.

Chris

[Swinno1976]

Hi Christopher - firstly thank you for replying; believe it or not you are the first EE employee to do so!

Given my experience so far, I don't want to contact yet another team and therefore, can I please ask that you investigate and provide the update that team priovides.

Thanks

[Christopher_G]

You're welcome, @Swinno1976.

We don't have access to do that here in the community forum. If you're a pay monthly customer, you could use the live chat service in the 'help' section of the EE app.

Alternatively, you could open a complaint online. That way, it will be logged against your account and a dedicated team will look into it fully, then contact you directly to discuss it.

Chris

[bristolian]

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@Swinno1976 wrote:

The service status page tells me there is a problem but not what the problem i

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Out of interest, what level of detail would you be seeking?

[Swinno1976]

I work in the software industry and our service status page shows as:

Title or problem

Brief description written in readable none technical language

The current resolution steps

An ETA

[bristolian]

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@Swinno1976 wrote:

I work in the software industry and our service status page shows as:

Brief description written in readable none technical language

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Part of the issue is that "non-technical" is subjective and what's technical to one person is not to another!

I'm curious exactly what wording or level of detail you'd be looking for, above & beyond "there is currently a service issue in this area" which is basically what the tool currently offers.

Same for "current resolution" - "our engineers are investigating" is essentially what's currently offered. I'm curious what level of further detail you're seeking.

ETA on most fault tickets are based on a combination of SLA with average resolution for similar issues.

[Swinno1976]

Example, not be to be taken verbatim but hopefully show that with a little more granularity customers can at least plan i.e. if they WFH knowing that 5G is unavailable means they need to move into the office, for example

I'm curious exactly what wording or level of detail you'd be looking for, above & beyond "there is currently a service issue in this area" which is basically what the tool currently offers.

"We have problems with our 5G service but voice and text services are available"

Again for this one, if we know its infra related its likely to be a longer/more involved fix than if it is related to software, again as an example

Same for "current resolution" - "our engineers are investigating" is essentially what's currently offered. I'm curious what level of further detail you're seeking.

"At present we believe this is related to damage to infrastructure and our engineers are enroute to site now."

ETA on most fault tickets are based on a combination of SLA with average resolution for similar issues.

Agreed, so show it. Its an ETA so can - and should - be updated