5G Not Working

[rhysster974]

I am also only getting 4G in areas I have been getting 5G in previous areas that is been previously. I have spoken to at least 5 different agents who haven’t exactly been the most helpful as it gets to the engineers and they say everything is working as the 4G is fine. 

5G is not working across several areas including Putnoe street, Putnoe Lane, Kimbolton road from Putnoe Lane junction, Brickhill drive from Kimbolton road half way up the road in line with Pilgrims. 

I know it’s not my handset as 2 other people in my household are seeing the same issue. 5G also works in other areas.

service is slowly getting worse also. 

 @Michael_D we need to get to the bottom of this and stop telling customers it’s fine when it really isn’t. 

[Rach_H]

We are always working to bring 5G Standalone to more places @rhysster974.

If you make a log of the calls you've had disrupted then the team can look into why this is happening, and work to resolve this.

If you would prefer, you can submit a complaint online about the loss of coverage, and your experience when reaching out to the team.

Rach

[bristolian]

A single-user fault can be raised by CS into non-customer-facing technical staff for voice call problems. You'll need to provide 3-4 examples of problematic calls over a 2-3 day period immediately prior to your fault-log-call to CS.

Make sure you obtain an INC reference number from the CS bod - that's a fault reference. Incidentally, "not getting 5G" is not likely to be seen as a fault - but problematic network service (regardless of "G") is.

[rhysster974]

Okay yeah I’ve done this before and I didn’t even get a penny out of it. To be frank I’m more interested in getting to the bottom of this 5G issue, but no one has a clue as they don’t class it as a ‘Fault’.

its a pretty major fault if you ask me if somewhere is not getting the same service as it did last week. This will cost EE a lot of money from a lot of customers in the long run. 

@Rach_H @Katie_B would there be any chance of a person of authority look into this case? I will be reporting as you have said, but it feels as if I am not being heard. 

[Michael_D]

I understand you want to get it resolved @rhysster974, but it isn't something we can escalate from here as we don't have access to your account on the community.

You can either speak to our technical guides and escalate with them, or you can raise a complaint online if you want to take it further.

Michael

[rhysster974]

I’ve spoken to several people since and no one seems to know what’s happening, phone guides not seeing any maintenance in the area where as being told my the Bedford team that EE is working on it. It’s 1 absolute mess. I have put in multiple complaints as this is nearly 2 weeks since 5G has been gone from bedford. This is now in town and most places unless you are real close to a mast. 

Looks like this is not an isolated case and many people are reporting the same issue up and down the country. Have advised the team they have a few weeks to solve this otherwise 4 accounts are going from my address for good. 

[Chris_S]

I'd hate to see you leave because of this @rhysster974 

If you've logged a complaint, our complaints team will get the issue looked into for you and respond as soon as they can.

Could I just check, did you raise a complaint using one of the methods listed on our Complaints site?

Chris S

[rhysster974]

Yes i spoke to someone on 150 and a compalint has been written numerous times. every time I raise a complaint though the agent closes it before the call ends for some reason.  I have also completed 2 complaint forms using the webform, one for the connectivity and one for the way the guides at the call centres who are quite obviously not trained to look at this properly and or do not have the releveant systems available to do their jobs.

[Peter_W]

Thanks for explaining @rhysster974.

With network outages, sometimes we would view an on the call resolution as wither offering a credit, or recommending another form of connectivity, but if you're not satisfied with this then we can request any complaint be reopened within 28 days. 

If you remain unhappy with how these complaints are being handled, then my recommendation would either be to try the online option again that @Chris_S mentioned, or call up and request escalation. 

We have a complaints code of practice that outlines our process for handling complaints, along with how this would be reviewed independently should we be unable to agree on a resolution.

Peter

[rhysster974]

Hi @Peter_W , someone called me in regards of web form and was not much help and refereed me straight back to the technical team. Luckily a manager has now taken over this and she getting stage 2 techs involved. 

still seems to be an issue between technicians, store guides and telephone guides. Not in a sense of store guides have less to work with, but a sense of basic communication. Even went into the store today and asked for an update, they said they had a technician come to the store to say we are doing works in the area as the 5G is down. However this cannot be seen by telephone guides at all.

my next step with be to ask the manager to ring the EE Store to get the full context and try and get the full story as all the EE Store did was palm me off in pretty much the rudest way possible. Possibly to ask the manager to speak to the technicians also. 

[rhysster974]

4 weeks on this still has not been resolved. Spoken mutiple people and managers who seem helpful at first and then when I contact them again to get an update I get radio silence. The whole situation is poor communcation wise, very dissapointed.