utter horrible zero customer service.... no one to talk to only robots

[paulturbo]

• my mother is 85 years old she's had no phone signal at all for about  5 days probably  more in PE38 post code with no time scale fix. every time I check up on the app it just renews it's self with a further 16 hour possible fix date. it just says the same thing every day I check it.... no she dont have WiFi no she dont have broadband. we was going to get her a house phone but because it's all switching to digital she now needs WiFi. she don't know how to use it all. what am I paying her mobile phone bill for? nearly 1 week if not already a week gone and nothing fixed she cannot even call us outsidein the street NO NETWORK AT ALL my phone also NO NETWORK AT ALL when i go to her postcode....I have tried to call customer services which sends  you round in circles with no one to talk to in person.  utter utter shower of rubbish this is turning out to be for me...  I'm going into the EE shop tomorrow and  kicking up a stink in front of any potential customers to hear it... this is shocking no actual human to talk to all automated replies. limited  messages on the chat and they end the chat for you even when you're not finished. no one to talk to just round and round you go in circles listening to automated messages.  also because I'm on my phone in my postcode the computer checks my area and says no fault? I KNOW MY AREA ISN'T SHOWING A FAULT I'M TRYING TO FIND OUT ABOUT MY MOTHERS POSTCODE.  I'M FUMING WITH THIS RIDICULOUS SERVICE. 

[Christopher_G · Accepted solution]

Hi @paulturbo 

Welcome to the community.

I'm sorry to hear that your Mother is having some problems with her service. Our engineers will be working to fix any problems in the area as soon as possible.

I've sent you a private message to see if I can get you some help with it though. Could you take a look at your community inbox and get back to me there please?

Thanks

Chris

[bristolian]

If you've not done so already, try toggling flight mode on your mothers phone to ensure it hasn't "dropped off" available coverage.

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.

[paulturbo]

hi Chris. yes I have replied all relevant details requiredfrom you

[paulturbo]

have you read my complaint??.?????? my phone when I was at her flat is also the same thing? hardly a phone issue when 2 peoples phones have no service on them. don't waste my time with *** replies please

[Mod edit: post edited for language.]

[bristolian]

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@paulturbo wrote:

don't waste my time with silly replies please

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You must have missed the second part of my response.

[MeowKitty]

Im also in PE38 in downham, I have no network at all. Nearly thought it was my phone until I found in the vets today someone else has the same issue. I've restarted my phone, toggled flight mode, changed my network to EE instead of auto and still no service. I've tried to look up the status in my area and it says its working when its a complete lie 🙃  but when you ask for the coverage in your area it comes back with "try again later" its frustrating as I have appointments through my phone and I have to walk in to explain why I can't answer.

Hope it gets fixed soon. But just letting you know your mum isn't alone in the area.

Kind regards

[paulturbo]

I have read what you said........... i do not live with my mum.   so on Monday I went to see her as we cannot call her. but whilst I'm there i cannot also use my phone...... hardly a phone fault on my mother's when mine is also the same.  the postcode checker flags up a fault in her area I already know this.... my issue is how much longer is the fault going to go on  is been nearly a week with not able to use her phone at home or outside.... I'm trying to talk to an actual person at ee to find out when it's going to be fixed..... all I'm getting is a robot automated service driving me mad 

[bristolian]

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@MeowKitty wrote:

I've tried to look up the status in my area and it says its working when its a complete lie

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Follow the "report a problem" link.

[paulturbo]

trust me pe38 post code isn't working at all. I was there Monday to see my mother my phone whilst I'm there was no service. my sister is on Vodafone she had to lend me some of her data via tethering so I could use my phone..... when I check the postcode checker with my mums full post code it keeps on telling me a known fault is still on going but with the same thing another 16 hours time scale. she's been without a phone since last week. shocking she cannot even call me from her phone outside..... she's 85 I'm fuming