No service

[Ellie_ox2023]

Hi, 

I  have been having no service on my current mobile (iPhone 13) for the last 3months. I cannot use my phone for basic things such as making a phone call or texting. 
I am currently in a 24month contract with EE. I have spoken to them on the phone several times, seen them in store. I have reset my iPhone serval times, done also a SIM card swap, reset the network. Absolutely everything you can think of to restart the network. 
When I have spoken to them on the phone about leaving their network due to this issue they have said I’m unable too. I would have to pay to leave. (Over £600). 
I’ve had to get a temporary pay as you go SIM card from a different network so I can use my phone. 
Please can anyone advise on what to do. It doesn’t help I’m in refuge too due to domestic abuse so I’m also dealing with that too. But I’m unsure how else to resolve this network problem. 

thanks. 

Ellie 

[bristolian]

In order to make & receive calls, send & receive text messages you either need mobile network coverage or to have access to WiFi-calling.

You've mentioned not having coverage, do other EE users in the same location have similar issues? That would be good evidence of a coverage problem, be it either a poor coverage area or a service outage.

As much as I sympathise with your predicament, this forum can only advise in broad terms and that would be that no network guarantees coverage in any specific location and only CS have access to your specific individual account and can advise further.

[Ellie_ox2023]

Hiya

I've got a few people who live in the same area as me and they’ve had no issues. I’ve asked EE if they have having issues their end, but they’re up and running. So I don’t understand. I also don’t have any WIFI in my building I’m staying in. So I cannot connect online.

no idea what to do. I want to leave the network. 

ellie 

[bristolian]

If other EE phones are working in a similar location it tends to rule out a network issue.

Putting a known working SIM in your phone, and your SIM in a known-working phone, is often the next troubleshooting step as this can test whether the problem follows your SIM or remains with your phone.

I appreciate this may not be straightforward, but "on paper" that would be the next step. EE CS may well take the view that until this is done, no fee-free cancellation can be progressed without being able to attribute blame for the fault.