Urgent: Network Outage Issues for Pay-As-You-Go SIMs

[JahredLove]

Dear EE Team,

I am writing to report ongoing network outages affecting both my wife’s and my EE pay-as-you-go SIMs. We are located in Newquay, Cornwall, and have experienced significant service disruptions daily since Wednesday of last week.

As individuals with disabilities, we rely heavily on our mobile phones for essential communication. We chose EE due to its reputation for reliable network coverage, and these prolonged outages have caused considerable inconvenience. On top of this, there is no way to message EE; I can only call or send a letter via regular post. What about us disabled people for which both options are extremely difficult?  What kind of "best mobile network" company is this?

Please provide an update on when we can expect the network to be fully restored and reliable. Additionally, we would appreciate clarification on how EE plans to address compensation for the loss of service during this period.

Thank you for your prompt attention to this matter. I look forward to your response.

Yours sincerely,
Jahred

[bristolian]

Use the "check service status" option on https://ee.co.uk/help/mobile-coverage-checker  in the first instance, to check for local service outages. The "report a problem" link should be used if no issues are reported but EE users continue to have issues. 

If you're in the UK and have a WiFi connection, you can use WiFi-calling to keep using your phone as normal without needing network coverage.

[JahredLove]

I used it frequently. It reported issues and that they were being worked on.

[bristolian]

That's encouraging. I recommend using the "keep me updated" link to register for updates.

There's multiple sites in Newquay, so depending which ones are affected, and the nature of the fault, I'm sure the problem will be rectified as soon as possible.

[JahredLove]

Thank you for the help.  It's been 5 days, which is extremely frustrating.  I can't make wifi calls on my mobile and we have no landline. The fact both my wifes and my own mobiles are affected is really impacting us.

[Christopher_G · Accepted solution]

Hi @JahredLove 

Welcome to the community.

I'm sorry to hear that you're having some problems with your service. You've done the right thing in monitoring the network status checker. Our engineers will be working to fix it as soon as possible and the status checker will be updated when it's fixed.

I understand the importance of your mobile phone, and how worried you must be. If you want to, you can open a complaint here on our website. It will be logged against your account and our complaints team will be in touch with you to discuss it.

If you can manage to get access to a WiFi connection, WiFi calling may help you keep connected in the mean-time.

Thank you for your patience so far.

Chris

[bristolian]

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@JahredLove wrote:

I can't make wifi calls on my mobile

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What's the issue you have? Does your phone have a working WiFi-internet connection?

[JahredLove]

Thank you. I have filled in the form and submitted.