Truly awful service

[thezendog]

My business covers all HR and SY postcodes and some LD and DY postcodes. I started a contract with EE and had a new Galaxy S25. The service I am getting can only be described as woeful. Poor or no signal, poor or no internet, calls dropping when signal is present, poor audio, one side hearing perfectly when the other hears nothing, time lag between responses of up to 10 seconds. I left Vodafone to come back to EE as I believed it to be the best available and have been bitterly disappointed and really shocked at how poor the service is. I would go as far as to say I don't consider it to be fit for purpose in its current state. During any one phone call I can expect any of the above to happen up to 5 times during the conversation.

Just tried to submit this to EE only to be told the service isn't working right now. That just about sums it up

Can't believe I have 2 years of this nonsense before I can change 

[Northerner]

Hi @thezendog 

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

Did you check coverage before moving to EE.

There are hundreds of variables which impact signal but EE also offer WiFi calling if connected to WiFi. Are you connected to this service or the mobile network.

Thanks 

[bristolian]

No single network is perfect, and thus you will find locations with poor coverage on every network. But you seem to be describing poor coverage and other service issues across large swathes of geography, which would tend towards a phone problem rather than a network one.

If the EE mobile network was performing the way you describe across this large area, all customers would be indiscriminately affected and I'd imagine there would be thousands of complaints and probably a few threads on this forum. There's certainly no evidence of the latter.

What have you done thus far to rule out a phone fault?

[thezendog]

Well I have one new phone supplied by EE. I took it to an EE shop and they reset the network ? which helped a little for a couple of weeks but has got steadily worse again. I do not have another phone I can try. I simply do not believe the coverage map is accurate, if it was I would have zero issues.

What I do have is 2 contracts now for something I mostly can't use.

[thezendog]

Hi according to the coverage map I should be having virtually zero issues. As I spend my life mostly on the road I am not usually attached to Wi-Fi.

Regardless of the variables I am locked into contracts now for something that is virtually unusable.

[bristolian]

I'm not suggesting this is necessarily the case, but it's perfectly possible for new phones to have hardware faults. A basic "reset settings" will never resolve this, but could easily result in the symptoms you describe.

Did your phone work satisfactorily when you first attended the EE shop and before they did the basic reset? That would have been a perfect time to compare your service with a known working phone.

If the coverage map were so inaccurate such that EE's network was "virtually unusable" across the wide area you're experiencing, the complaint volumes would be horrendous and there would be articles in the local press sooner or later. I don't see any evidence of that.

At the very least, I would suggest returning to the EE shop you visited, and advising them the issues are persisting.

[thezendog]

Hi I have spoken to EE who have confirmed I am having considerable problems with connectivity and call quality. Apparently they can see it logged at their end. They have done a network reset and are monitoring over the weekend to discuss further on Monday.