Service/Signal issue and Data issue Glasgow/Paisley

[Jasostan]

Hello,

I have been having issues for around 3 weeks now, where my phone shows signal & 5G but i am unable to make/receive calls and/or connect any data. This is intermittent and generally whilst driving occurs at the same parts of the M8. It is completely unworkable as my phone doesn't actually act as a phone for 90% of the time that i am out the house. I have used all troubleshooting for both data and phone service in terms of basic and advanced settings on the phone to no avail. 

Any advice? Could it be the device? 

[bristolian]

Does this happen in a specific direction of travel? If you have a call in-progress when you enter the problem area, does it hold or does it drop?

What troubleshooting have you tried thus far? The first thing would be to check for coverage issues - use the "check status" option on https://ee.co.uk/help/mobile-coverage-checker 

[Jasostan]

Hello,

Thank you for your response 🙂

It certainly appears to be in zones and from my commute it drops at the same point every time, but when within Glasgow/Paisley it is extremely temperamental . I have checked coverage and full coverage is showing in the areas it occurs. I do wonder if it is my phone. I had the screen replaced recently and it started a week or so after that. When going through EE they have said they can detect no signal issues. 

Troubleshooting I have tried the basic Airplane Mode, Restart, ensured all network/phone services are set to default, inc access point names, I tried specific network operators, network mode to each setting, but to no avail. Basically everything short of a full restart of the device

[Jasostan]

Sorry in answer to your question, calls drop if I am on a current call

[bristolian]

If you can identify dropped calls in one specific location, it may be a network issue. When you refer to having checked coverage, how are you doing so?

The website coverage map either predicts normal service levels in a location ("check coverage") or checks for known faults ("check service status") and is one of the first things to check.

My question would be whether your phone displays coverage when calls drop. Whether it does or doesn't, will go some way to identifying potential causes for your issues.

[Jasostan]

Hello,

It does display coverage (full bars) and 5G when these events occur but fails to connect to either. 

[Leanne_T]

Thanks for coming back with the extra details @Jasostan

Did you check the Service Status Checker for the areas to see if we have any reported service issues?  

If nothing is showing, are you able to try the SIM card in another phone to see if the same happens? 

Speak to you soon 🙂

Leanne.

[bristolian]

If coverage is still being shown after calls drop, and new calls can't be setup until later in the journey, this suggests to me a site or area config issue. This assumes the pattern is geographically-consistent.

I would suggest using the "report a problem" option on the status webtool initially, and hope for a good outcome. If not, start logging timed & dated examples of dropped calls and start reporting them to CS via 150. Please be prepared to offer 2-3 specific examples over a ~3 day time frame, and request a single-user fault is raised into the networks faults area.

That fault should have an INC reference, proving it's passed across to the relevant (non-CS-facing) support area.