Tried to complaint but no one is getting back to me!!

[marnie130]

I’ve been having issues with my calls and 4G/5G since I switched to EE thinking it would be better for my new address. After my wifi dropped I realised I wasn’t getting any signal at all and unable to make calls unless on wifi call. I have logged this multiple times with customer services and they keep saying the issue will get fixed, I get a text saying it’s fixed but it’s no better. I’ve been on the phone to them more times I can count and they keep doing diagnostics and saying they’ll call me back but don’t ever do it. I wanted to be put through to cancellations because I’m so fed up but they refused to put me through unless I agree to pay £300 termination fee!!! For a service I haven’t been receiving??? Please can anyone help I can’t seem to get in contact with anyone from EE willing to help. Even putting in a complaint form has had no resolution. This is affected me working from home and I just want to switch to vodafone who actually work in my area!! Any help is appreciated 

[Schockwave]

Hello @marnie130 ,

Welcome to the community,

If this is indoors, then EE cannot do anything about it, as there could be reasons, such as the building itself, trees etc., that is why there is wifi calling when signal drops, unfortunately nothing they can do, as that is why wifi calling is should be available on your phone, which works with your internet, so long as you have fixed broadband and are not using mobile broadband.

[marnie130]

I only switched to EE because online it said my postcode would have good coverage indoors and out. If they’re unable to provide the service then surely that’s grounds for me to cancel without fee? I wouldn’t have switched to them if I had known it wouldn’t work. It doesn’t work outdoors in my postcode either? If they were able to rectify the situation I would be happy to stay but it’s a massive inconvenience because even with the wifi calling it’s a terrible signal. 

[Northerner]

Hi @marnie130 

You said you were using WiFi calling which means you are using the service. 

The coverage checker says it is a guide not a guarantee. Plus there could be local temporary issue check here: https://ee.co.uk/help/service-status

If you want to cancel then as advised you'll need to pay the remaining contract term. If you are unhappy with your complaint reply from EE you can escalate as per the letter.

Thanks 

[bristolian]

There's a few bits in here.

It's unlikely that any single network will ever offer 100% national indoor coverage, but with the mitigation of WiFi-calling, it should never be a problem. You can have no mobile coverage, but WiFi-calling enables full use of your phone for calls & texts without anyone needing to know.

The online coverage maps are intended as a guide and are a general guide, but they aren't an exact science and thus new customers have a 14day cancellation period for any coverage issues. My understanding of the legal position is that networks never guarantee a service in any specific location, and thus an alleged inability to provide a service doesn't apply to local coverage issues but a total lack of any service anywere. I suspect that's not the case here.

[Peter_W]

Welcome to the Community, @marnie130 

There are a couple of things that could be going on here, so it's good to be sure we've explored all options before determining what the best solution here.

As @Schockwave has mentioned, indoor coverage isn't something we're able to guarantee, and is the reason we offer WiFi Calling to ensure those customers can still maintain a service. 

If you notice an immediate improvement once outside, this would typically be linked to indoor coverage.

Alternatively if you struggle around the general area too, this would normally point to something wider, and even if it shows that the direct fault is fixed, there may be a knock-on from a different outage nearby.

If you give us another call, you should definitely be able to request an update and ensure a complaint is logged on your account whilst this is still ongoing. 

You can also find more details about our complaints process overall within our complaints code of practice.

Peter

[marnie130]

Unfortunately the service for checking the status hasn’t been working. I have not had a response from EE regarding my formal complaint and like I said above, I was promised a call back from escalations 3 times and they never bothered to follow it up. 

[marnie130]

I understand that but vodafone works perfectly in this area for another member of my household. Wifi calling barely works because people on the end of the line are unable to understand me. So not very helpful when I work from home, I would argue that isn’t a working service if even the EE advisors are unable to hear me?! As I said previously, I didn’t realise the extent of the signal issues until my wifi went down and I had nothing to fall back on. Why is it that vodafone works and EE doesn’t? 

[Peter_W]

Thanks @marnie130, you should still be able to check your service via our coverage checker here, this doesn't require any account access or logins, so if you're still struggling it's worth trying a different browser.

As Vodafone is a completely separate operator their coverage and mast network will differ from ours, but any network is susceptible to blackspots and outages. I can appreciate your disappointment if you've noticed a change since switching, though.

I've always used WiFi Calling at home and never encountered any issues myself, but this could be dependent on the performance of your WiFi overall, and is also something our team can troubleshoot.

If a complaint has been logged on your account you should definitely be able to get in touch to request an update, and it's also possible to request escalation should you be unhappy with how things are progressing.

Peter