UK - No issues in area but coverage is either one bar or ‘emergency calls only’

[Francesca_G]

I’ve turned the phone off and on multiple times, it has no pending updates.

Tried the chat bot and failed. Tried calling and got another automated bot hanging up and then sending a text to say there are no issues in the area. 

Does anyone have advice that isn’t covered in what I’ve already done, or a way to actually talk to someone at EE who can help? I considered pressing the option for billing but I doubt they’d have a solution for this.

[Schockwave]

@Francesca_G is this just in one place?

Do you have another phone you can try, do others in the same area have the same problem?

I would also suggest taking the SIM card out, giving it a clean and the SIM card slot to see if that makes a difference.

You may want to check here where you can register report and receive updates:

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

Click on status to check.

[bristolian]

There's nothing wrong with "only one bar" - in simple terms, it's still a bar. If you're having any problems using your phone when coverage is shown, then what are those specific issues?

If you're experiencing a loss of coverage in a location where there has been service previously, then the status webtool mentioned already, is the best first check.

[Francesca_G]

I shall try that today, thank you

[Francesca_G]

The issue is that it keeps flicking between one bar and emergency only. I used to be able to make calls in my home but I now need to stand in one spot (and if I move the call quality is horrific or ends) despite the tool saying I have full coverage in this location both indoors and out. Other locations where I previously had signal are now emergency only, again the tool says they should be full, excellent coverage. 

[Christopher_G]

OK, thanks @Francesca_G 

It may be worth speaking with our technical support team so that they can check your account and the performance of the network in your area.

Chris

[bristolian]

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@Francesca_G wrote:

I used to be able to make calls in my home but I now need to stand in one spot (and if I move the call quality is horrific or ends) despite the tool saying I have full coverage in this location both indoors and out

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Most smartphones these days offer WiFi-calling, which enables full use of your phone without needing mobile coverage. Calls will automatically hand-between WiFi & the mobile network as necessary.

It sounds like you've used the "check coverage" option on the webtool, not the "check status" option as was suggested. This includes the facility to report suspected problems not shown.

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@Francesca_G wrote:

Other locations where I previously had signal are now emergency only, again the tool says they should be full, excellent coverage. 

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If you're having problems in multiple locations, then either you're very unlucky with multiple local outages, or your phone may have a fault.

Do other EE users in the same locations have similar problems?

[Francesca_G]

SIM has been cleaned but with no change, I was really hoping that would fix it. Tried checking the service again, it says excellent coverage for indoors on 4g which I’m on but it’s currently one bar on my phone, changing to emergency calls when I move away from the window. Just tried reporting it, filled the extra comments section bit in, gave as much detail as I could then got a message saying that the service isn’t working right now when I press submit so it can’t be submitted.

[Francesca_G]

That’s where I started yesterday but the options took me to a bot that hung up then texted to say there are no issues. Then the contact site suggested the community pages so now I’m here.

[Katie_B]

Hi @Francesca_G. 

When calling I'd recommend selecting option 2. 

This will take you to an automated menu which will connect you with an agent. 

Katie