So unhappy with the service-lose signal all the time

[Sarahlbs67]

Have been with EE for nearly a year. Am with them for mobile, tV, broadband. I continually have problems with the phone. I can rarely use the internet when away from home. This is a real issue for me as I'm a carer and often want to show clients pieces of equipment that might help them etc. At home I lose signal several times a day and the chances of being able to just sit on my patio listening to spotify are zilch. I can make and recieve phone calls but often the other party cannot hear me and the line is awful unless I stand out the front of the hosue-not very private. I've been back and forward to the local EE shop who are breathtakingly unhelpful. Last time their coments ranged from "you porbably need a newer phone" (it's about 3 years old and that is not something i can affford) and "it's probably cos you have 5g which is pretty useless" fabulous news. They ALWAYS remind me that I'm in contract for another year but,as far as I'm concerned a contract is a 2 way agreement. M part is that I pay them monthly-which I do, there's is that they provide me with a reasonabe service-which they don't. Any suggestions welcome. I am not v skilled with IT being a senior citizen with no love of tech, thanks all, Sarah

[Northerner]

Hi @Sarahlbs67 

Have you checked for local issues : https://ee.co.uk/help/service-status

What is coverage like: https://ee.co.uk/help/mobile-coverage-checker

What device do you have and are you on EE PAYG or pay monthly contract. 

Thanks 

[Sarahlbs67]

Hi Thanks for responding,
I'v checked the local coverage and there are no issues. Also my neighbour
is with EE and have no problems. I have a samsung galaxy A34. I pay monthly.

[Chris_B]

@Sarahlbs67  Might be worth requesting a replacement SIM card. You can do this via calling customer support or going to a EE store and requesting a replacement sim there.  You’ll need in date photo ID with you.     I say this because your neighbour doesn’t have issues with the EE network, so that means its device or SIM card that has the issue. 

[bristolian · Accepted solution]

---

@Sarahlbs67 wrote:

I'v checked the local coverage and there are no issues. Also my neighbour
is with EE and have no problems.

---

If your neighbour is with EE and has no problems, there's good evidence that EE's network functions in your locality.

Would your neighbour be willing to attempt a 2way SIM-swap with you? This means putting your non-working SIM in the working phone, and testing the result. Also putting the working SIM in your non-working phone and testing the result.

I suspect the problem will follow your phone and pin-point that as the source of the problem, but this is a real-world test that should provide a clear result.