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Poor mobile signal.

TSingh97
Investigator
Investigator

‎20-02-2023 10:08 AM

Hi, 

I have been with EE for a good 10 years now. I have recently been having issues with signal since I have upgraded my sim only contract in December 2022. I have told EE about the problem within the first 2-3 days of upgrading and I did not get any help. I have asked for the contract to be cancelled as it does not meet the expectation. I was promised that it would but It did not. I have then been experiencing poor signal where I can not load and emails or browse the web or even go on social media. I have poor signal when coming to calls and I now use my phone as a work phone which will be a problem. I have contact EE multiple times through the phone, in person at a store and even in their online chat and all I got was solutions that I have already tried and does not work. I just want to cancel this contract as it is starting to become a pain and a liability.   

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14 REPLIES 14
TSingh97
Investigator
Investigator
In response to Christopher_G

‎20-02-2023 07:23 PM

Hi Christopher,

I don’t know when or how it changed. There is no previous account holder. I am the only account holder. For some reason a staff member at EE has changed it because of my username  The account holder name has always been my full name. That is what I am confused on and I was never told this. I gave my full name to a EE  representative and they said to me that is not the account holder name. Which does not make sense to me because I never changed. 

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Leanne_T
EE Community Support Team
In response to TSingh97

‎21-02-2023 07:54 AM

Hi @TSingh97 

Did the team ask you to visit an EE store with photo ID to verify the account? 

Leanne.

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TSingh97
Investigator
Investigator
In response to Leanne_T

‎21-02-2023 09:07 AM

Hi Leanne,

yes the team did advise to visit a store with photo ID. It is ridiculous as it’s an extra thing I will have to do. It is difficult to go to a store and visit under my circumstances or work and taking care of relatives. My main issues I’m trying to come across is that I am not happy with the service I am paying for especially when everything is very expensive. I am also not happy with the fact that the account holder name has changed without my knowledge. I don’t want any excuse or a quick fix. I just need to leave EE as I am not being treated fairly. 

0 Helpful
Leanne_T
EE Community Support Team
In response to TSingh97

‎21-02-2023 09:33 AM

Hi @TSingh97 

I am very sorry to hear this and understand your frustration. To access the account and get this looked into we would need to verify the account first, if you are unable to visit the store you can send this via post. If you call us again the team will be able to give you the information needed including the address and options to get this sorted. 

Leanne.

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bristolian
EE Community Star
EE Community Star
In response to TSingh97

‎21-02-2023 06:17 PM

@TSingh97 wrote:

This has been happening since I got the upgrade and I’m different areas of London with good EE signal

Do you know of anyone else who uses EE locally - friends or relatives? If so - do they have similar problems?

I suspect your phone may have a fault, if this problem has only happened since you upgraded.

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