Coverage in Bayswater

[TD26]

Hello,

I got a call from EE Customer Services 4 days ago that 4G services will be cut off today and EE are sending me a 5G SIM card for broadband services 'tomorrow'. It never arrived. The caller said the 5G upgrade would solve 'all my issues with broadband service'. I haven't complained or called Customer Services for about a year. It's hard to tell the difference between what is genuine and what is a scam when it comes to EE Customer Services when they proactively call customers. The call dropped off twice and the second time they didn't call me back. That's a mobile mast issue,

-Are you cutting off 4G services for broadband? If so what date will that happen?

-Are you sending us free 5G SIM cards in the post before broadband is cut off for 4G broadband users? When is that happening?

I'm not sure how an upgrade to 5G would help with improving the service from a faulty mobile mast in any case. An update on both the 5G and mobile mast issues is urgent. 

Looking forward to a prompt reply,

Tanya

[bristolian]

The 4G network remains live, fully supported and still being built out. There is no need to change a working EE SIM to access 5G services, except in some very specific & limited circumstances, which can be checked if you have a specific set of symptoms.

[Matt_124]

I suspect that it was not EE Customer Services as 4G is actively supported and not being switched off for many many years.

If you gave them a PIN or any information you may want to contact EE on 150 from an EE Mobile to check your account has not been compromised.

[Leanne_T · Accepted solution]

Hi @TD26 

Thanks for coming to the community. 

Please give us a call on 150 as @Matt_124 has advised to check who made the call to you and if any account changes have been completed. 

Our Online Security: Avoid and Prevent Scams page has more information on scam calls. 

Please let us know how you get on. 

Leanne.