Terrible network in the South West

[ericaesme]

Hi, anyone else having trouble with their signal in the South West? Me, my husband, and our employee (amongst others) have experienced really bad signal for a few months now - we get cut off all the time and can't hear each other. We've had to use Whats App calling all summer. It's incredibly frustrating and ridiculous. Vodafone seems much better - any thoughts?  

[ericaesme]

Exactly!! They are not providing a good enough service but happy to keep taking our money!! Really riles me. 

[ericaesme]

I did and thank you for your responses. It seems to be exactly the same problem as BrendonH - we're aware of some work done to masts and since then, there's been a very noticeable change in our signal. Calls don't connect, we get cut off and customers (as I use my phone for business) have said that they've been unable to get through. I've replied to EE above as well but extremely doubtful they'll do anything except keep taking my money. I understand what you're saying that it's not in their interest to degrade the service but we live in Bath so you would think they might prioritise a city....obviously not!! Really poor and I'm at a loss as to what to do. 

[bristolian]

Multiple replies from the OP, but just to mention a few points.

Firstly, I don't think any specific geographical area is treated as a priority, to do so would imply that other locations are less important. Customers in those locations wouldn't appreciate that, I suspect.

I have personally experienced some of the symptoms described, but don't believe them to be solely an issue on the access layer (network radio sites, in common terminology). There's nothing inherently wrong with changes in signal level - this is just an onscreen guide and two phones can display different bars for the exact same signal.

Does VoLTE (4G-calling) display onscreen when you have these problems? When connected to an IMS-layer (4G/WiFi-calling), service should be reliable, however I have seen issues when phones drop off VoLTE/VoWiFi when those should be active.

Ultimately, users should report these call issues - initially via the "report a problem" section of the webtool, and latterly via CS. It may require persistence, and I sympathise.

[ippylad]

@ericaesme I was recently in the Bath Bristol area and had it show 4/5G and wouldn't connect calls. There are many reasons why calls wont connect. And whilst people may have similar issues it is not always the same issue, so when trying to resolve any issues or discuss it with EE it's always best to just work on your own findings and experience. 

EE/BT do a lot of trials on their network in the background, to ensure that they try and minimise any disruption before they make any changes to the way the network works. One of the ways is to use consumer testing  for network trials ( I am currently on one)  But unfortunately cell site updates happen, and not always for the best.. my advice would be to give them as much info as you can for example...

When people call you, does it go straight to voicemail or does it hang then goto voicemail?  When you call people note how many bars are showing and what type of signal 3/4/5G. Does it always drop calls? Does it ever connect calls?  You mentioned having to use What's App calling, did wifi calling not work? Can you use data ok or does that fail also?

If your mobile shows that you have 5G can you turn 5G off and will 4G allow calls? What brand mobile are you on? 

This will remove them being able to blame the handset, or user error, and it will help them being able to raise a fault. 

I honestly don't think EE wants to loose any customer, retention is key for any network. But if you can't get a signal then either get a deadlock letter from EE if your still in contract to move, but ensure that you tell them you want to port out your number before any cancellations so that you don't loose your number.