South of Cambridge used to get 4G now 2G for days

[johnnybaloney]

Hello,

I used to consistently and reliably get 4G in the south of Cambridge but recently (for at least a week) only get 2G. The satnav struggles, opening websites is slow etc. and I see the dreaded 'E' by the signal strength indicator. Any idea what's happening?

[James_B]

Thanks for the update, @johnnybaloney 

James

[johnnybaloney]

Rach, Kelsey, Russ and Chris S have now been joined by Sam HW and Sarah, who accessed "another system" to check what's happening and now starting to repeat questions that had been asked earlier. I have not heard a single comment about the results of their checks. I haven't heard anything about why the service status check doesn't work either @James_B . I get a feeling that those people don't check anything just come up with random questions, 'check' imaginary systems and pass this complaint from one person to another in the hope that the customer will give up.

[johnnybaloney]

Where in my online account or in the app can I view the details of my complaint? I can't find it anywhere.

[Christopher_G]

Hi @johnnybaloney 

If you have been speaking with our technical support team and opened a complaint with them, the troubleshooting session and complaint will have been logged against your EE account (on our internal systems). I recommend continuing to discuss this with them so that the complaint can be handled and the troubleshooting session finished.

Please keep us updated with what happens.

Chris

[johnnybaloney]

Are you saying I do not have access to the details of my own complaint?

[johnnybaloney]

Meanwhile the 'support' team have triumphantly announced that "an issue was resolved in the early hours of the morning today" Well, I'm still stuck on 2G and I don't know what issue they're talking about. They are asking me about my phone model AGAIN. Do they have access to my complaint because the handling of my complaint is substandard at best.

[johnnybaloney]

I went away this morning and managed to get 4G outside of my town. I'm back now and back to 2G again. Is this your mast? I've lost 4G just before I reached it.

[johnnybaloney]

[johnnybaloney]

Dumb questions continue. I've just been asked to check (again...) if I have mobile data enabled, right after I posted screenshots showing CONNECTED in block capital letters.

[johnnybaloney]

Finally a faint glimmer of light:

---

You are spot on about the mast that is ours.

We don't have any logs of faults on it right now but I can see a change in its performance.