We have no signal for 2.5 days !

[rufford155]

Mobile status says upgrade work is ongoing - although coverage check reports excellent !  Confusing or what ?

Not sure if 2.5 days is from start of work or from now when I checked status - also confusing.

Would be better to state date/time of expected completion.

Followed the instructions for wifi calling on my Samsung A13 but the option doesn't exist !!!!

Do I get a refund for no service ?

And why the heck don't they warn us beforehand ?

Absolutely awful customer service.

[bristolian]

---

@rufford155 wrote:

They know where we live and whether that's in the affected area

No service for 2 to 3 days and no warning with zero regard for the customer.

---

The billing address is never a guarantee as to the primary place of usage on any given day. The "My Places" facility provides an opt-in facility.

Depending on the individual site config & nature of works, adding extra carriers or technologies often requires a complete outage. Consideration of the coverage impact is part of the approval for those.

[rufford155]

On the 4th day we finally found out where wifi calling was on our phones - in the phone app settings.

The advice on EE website  for Samsung A1 3 was completely WRONG !!!  (In normal settings but it wasn't).

We then at last manged to contact EE technical help, firstly by 150 then text, and finally by speaking to an advisor called Dan who was brilliant.

He agreed to get the website corrected for both the A13 advice and the coverage checker (that had said excellent !!!!).

He then added the outage warning option on both our phones and, lo and behold, a message came almost immediately saying work was ongoing but should be ending within 7 hours.

What's more he has arranged a refund of half-a-month's subscription.

So all that's great but, as 80-year old pensioners, we still think that things could and should be made easier.

[rufford155]

On the 4th day we finally found out where wifi calling was on our phones - in the phone app settings.

The advice on EE website  for Samsung A1 3 was completely WRONG !!!  (In normal settings but it wasn't).

We then at last manged to contact EE technical help, firstly by 150 then text, and finally by speaking to an advisor called Dan who was brilliant.

He agreed to get the website corrected for both the A13 advice and the coverage checker (that had said excellent !!!!).

He then added the outage warning option on both our phones and, lo and behold, a message came almost immediately saying work was ongoing but should be ending within 7 hours.

What's more he has arranged a refund of half-a-month's subscription.

So all that's great but, as 80-year old pensioners, we still think that things could and should be made easier.

[bristolian]

---

@rufford155 wrote:

He then added the outage warning option on both our phones and, lo and behold, a message came almost immediately saying work was ongoing but should be ending within 7 hours.

---

The agent has registered you for the "My Places" feature that was suggested multiple times in this thread.

[rufford155]

That sounds like you are "having a go" at us !

Not very nice to 80-year old pensioners.

Sometimes we need help with new technology and you might one day too.