EE 4G - Delayed texts

JonasTheHobbit

Not been a good start to life as a 4g user, not sure whether this is due to EE or not though.

i had several issues from day 1 but one persistent (if not intermittent) issue that is annoying me is delayed arrival of SMS, often i receive a text up to 3 hrs after it was sent.

i have complained and been told there is nothing i can do (this has been going on for 5 months!!) i am fed up with what is essentially a premium contract with a sub-par service, granted the data is fast but why would i sacrifice other services for this?

after complaining i was told, "sorry but there's nothing we can do, we are working on it", i don't think this is an acceptable response and am considering leaving, do i have any grounds to leave based on them not providing what they should be.

i have been told i cant take the complaint higher also which again i find ridiculous, if i am not satisfied (which i am not) i should be able to take the complaint higher and come to some sort of mutual agreement. Even discounting my contract till the issue is resolved would be acceptable but the way they are handling this is making me want to leave.

Any suggestions?

As a footnote EE have admitted there is an issue with texts coming from 3g and received on 4g.

DUTR

You can take the complaint higher, but check what the terms and conditions say about level of service to see if you do have a valid complaint.

Buzby

There is no service guarantee on any of the services you pay for. They are clearly aware of the issue and may even be working on it - but like losing your signal, this is not any reason to permit a cancellation of any early termination charge should you cancel.

Jon_01

As far as I'm aware (and it may have changed), most networks quote a delivery time for sms's of 24 hours. They've never been advertised as an instant service.

mije1983

JonasTheHobbit wrote: »

Not been a good start to life as a 4g user, not sure whether this is due to EE or not though.

i had several issues from day 1 but one persistent (if not intermittent) issue that is annoying me is delayed arrival of SMS, often i receive a text up to 3 hrs after it was sent.

i have complained and been told there is nothing i can do (this has been going on for 5 months!!) i am fed up with what is essentially a premium contract with a sub-par service, granted the data is fast but why would i sacrifice other services for this?

after complaining i was told, "sorry but there's nothing we can do, we are working on it", i don't think this is an acceptable response and am considering leaving, do i have any grounds to leave based on them not providing what they should be.

i have been told i cant take the complaint higher also which again i find ridiculous, if i am not satisfied (which i am not) i should be able to take the complaint higher and come to some sort of mutual agreement. Even discounting my contract till the issue is resolved would be acceptable but the way they are handling this is making me want to leave.

Any suggestions?

As a footnote EE have admitted there is an issue with texts coming from 3g and received on 4g.

I'm pretty sure that SMS delivery is not guaranteed by any network as it's not the most reliable form of communication.

NFH

Buzby wrote: »

There is no service guarantee on any of the services you pay for.

There is. Section 13 of the Supply of Goods and Services Act 1982 states:

"Implied term about care and skill
In a contract for the supply of a service where the supplier is acting in the course of a business, there is an implied term that the supplier will carry out the service with reasonable care and skill."

If EE fails to provide the service to a satisfactory level, then it is breaching this implied term.