Orange/EE loss of coverage at home

MikeyC123

In the last few weeks I am suffering terrible signal reception at home both 2g & 3g. I got through to Orange customer services and the agent told me that orange are switching off a number of masts and that the ones remaining should provide sufficient coverage, but that said he said the number of calls he is receiving would say otherwise. I got passed through to 2nd line tech support and they said the local mast shows a problem, and would get back to me, they haven't and the problem hasnt been resolved. I now want to leave orange/EE and transfer to another carrier but they say I am in contract till November so they can only put me through to cancellations if I accept a cancellation feel of £150. Why shoudl I have to pay for a service they have withdrawn in my local area ? How can I get them to issue a PAC code and waive this charge. Or should I say I will pay it under protest (for the benefit of the tape) and then try and reclaim it (which will probably never happen) ?

Can anyone offer any advice that has had similar issues. I am growing very old in the customer services queue !!

criboo

Hi,

Unlucky about your situation, you won't get a free early cancellation but you could try asking if they have something comparable to the Vodafone Sure Signal box. I don't know if Orange have them, but basically it uses your home broadband to boost your signal and if the Vodafone one is anything to go by, gives perfect signal.

Good luck!

custardy

http://www2.orange.co.uk/servlet/Satellite?c=OUKService&pagename=OUKPersonal&cid=1306843176798

orange offer software for it
handset dependant

criboo

I would add though that if you've got a small data limit on your home internet plan then keep an eye on how much data this uses (I've heard it's not a lot, but no first hand experience).

Im_just_careful

I thought I was imagining it at first but the evidence is building up that the merged T-Mobile/Orange 3G network is dreadful.

I'm counting the days to contract notice day and I'll be using a SIM on a different network by Christmas.

Around London T-Mobile can't sustain a 24kb/s stream on 3G !

Chimper

The last estimate I'd heard was that over 10,000 masts have been taken down. It's part of their strategy to save running costs before floating the company on the stock exchange. In some areas customers have got together to try and make them reinstate masts.

You need to get an official complaint in straight away. If it isn't resolved in 8 weeks then you can take the matter to CISAS, and try claiming compensation for the reduced service - read your contract carefully first to see what points you can challenge.

criboo

The owners of EE are basically just lowering costs before floating the company as has been said. Frankly, who can blame them, the masts they are getting rid of are in places that aren't likely to see an upgrade to 4G for years anyway, and now the focus has shifted almost entirely to attract customers onto premium priced 4G plans, the Orange/T-mobile brands will either be sold off or wound down.

I have an issue in my house with their network, I've always got 5 bars of signal, but half of the time my internet is E, the rest of the time it's H+, so something is up, it's connecting to the wrong mast... The network has gone downhill since the network integration finished and 4G came along.

d123

criboo wrote: »

I have an issue in my house with their network, I've always got 5 bars of signal, but half of the time my internet is E, the rest of the time it's H+, so something is up, it's connecting to the wrong mast... The network has gone downhill since the network integration finished and 4G came along.

I would presume you aren't sure of the various technologies, H+ is good, it is a fast 3G connection, normally designating HSPA+ which is up to 21 Mbit/s download.

E isn't as good, showing an Edge signal.

Full explanation of the various technologies can be found on the net, Wikipedia or through google, for example

http://www.clove.co.uk/viewtechnicalinformation.aspx?content=3B2BD491-6465-4C70-ABDB-5A12A06C3D8D&category=TECHINFO

criboo

Yes, I know the difference, it's a big problem for me because I don't have home internet, I use my phone to tether my mobile connection.

Switched to Three now anyway, speeds are generally better.

NFH

I agree. The number of new coverage blackspots on EE in my area is getting ridiculous. Whereas previously I had a continuous signal, I now see "No Service" for more than a quarter of a mile in some places. Ofcom should step in and prevent EE's malpractice of deliberately degrading its network.

Broadwood

criboo wrote: »

The owners of EE are basically just lowering costs before floating the company as has been said. Frankly, who can blame them, the masts they are getting rid of are in places that aren't likely to see an upgrade to 4G for years anyway, and now the focus has shifted almost entirely to attract customers onto premium priced 4G plans, the Orange/T-mobile brands will either be sold off or wound down.

I have an issue in my house with their network, I've always got 5 bars of signal, but half of the time my internet is E, the rest of the time it's H+, so something is up, it's connecting to the wrong mast... The network has gone downhill since the network integration finished and 4G came along.

I've been a happy Orange customer since the mid 1990s but not any more!

They seem incapable of doing what they say they will do. I've been without service since last Friday June 28th when my SIM stopped working while I had at least £11 credit left. My phone works fine with my wife's SIM but not mine and customer services have repeatedly failed to supply me with a new SIM as promised.

Yesterday I visited my nearest EE shop and they installed a new SIM in my phone and promised I would be live again within 24 hours. Phone still reading "Subscription Problem" when I switch it off and on again so not holding out much hope after 21 hours has expired.

Six days with no service after at least 5 calls to customer services and one visit to an EE shop is pathetic. The future is not looking bright for Orange any more!

Are Vodafone or O2 any better for PAYG?