Ongoing EE Network Failure, Lack of Communication and Customer Safety Concerns
I am writing to formally complain about the ongoing network issues I have experienced with EE since 28 May 2026.
Since that date, my mobile service has been highly unreliable. I use a Samsung Galaxy S23 Ultra 1TB, and I have experienced constant signal drops from 5G to 4G, followed by complete loss of network service. Friends and family using iPhones on EE have also reported similar issues, suggesting this is not an isolated handset problem.
On 30 May 2026, I contacted EE support and was initially advised that there were no known issues and that coverage in my area was operating normally. However, after further investigation during the call, I was informed that several local mast sites were experiencing faults and that engineers had been unable to access some locations for several days.
As of 4 June 2026, the problem remains unresolved and EE has acknowledged that the issue is still ongoing.
My concern is not only the loss of service but the impact this has on my health and personal safety. I have health conditions that mean I need reliable access to my mobile phone in the event of an emergency. During periods when the network completely disappears, I am unable to make or receive calls, texts, or access mobile data when I may need it most.
I am also extremely concerned about the lack of communication from EE. I am registered on My EE and the Service Status system, which states that customers can receive alerts about network issues and outages in their area. Despite this, I received no proactive notification by text message, email, or through the EE app regarding these faults. EE's own service status information states that customers can receive alerts when there is a mobile network problem and be kept informed about repair progress.
Furthermore, EE promotes itself as the UK's best network and advertises extensive coverage and reliability. Yet customers in my area have experienced prolonged periods of degraded or unavailable service. Similar complaints regarding local mast failures, signal loss, lack of outage notifications and delays in repairs have been reported by EE customers in other parts of the UK.
Under Ofcom's General Conditions of Entitlement, communications providers are expected to provide clear and accurate information to customers regarding service disruptions and complaints handling. Customers should also be treated fairly when service levels fall below what has been contracted.
Given that I have been paying for a service that has not been delivered reliably since 28 May, I would like EE to:
Provide a full explanation of the network fault affecting my area.
Confirm why customers were not proactively notified of known mast failures.
Provide a timescale for full restoration of service.
Confirm what compensation, service credit, or refund will be offered for the loss of service.
Explain what measures EE is taking to ensure customers with health and safety concerns are not left without communication for extended periods.
I look forward to receiving a full response and resolution to this matter.
