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MSE News: EE users suffer mobile problems: What are your rights?

"EE says it's now fixed a problem which left many customers unable to use their mobiles last night and early this morning"
Read the full story:

EE users suffer mobile problems: What are your rights?

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Comments

  • dealer_wins
    dealer_wins Posts: 7,334 Forumite
    Seriously are you really suggesting making a complaint for 1 evening loss of service!!
  • dastep
    dastep Posts: 39 Forumite
    edited 20 March 2014 at 7:32PM
    For the past 10 years, my phone and my wife's phone have been connected to ASDA's old mobile phone system when they were with Vodafone and I never had one complaint. I could press a few buttons to check balance and coverage was never a problem. Topping up was also easy when we did our shopping in ASDA.

    A few weeks ago, I decided to switch my wife's phone to the new system and apply to move her number to the new EE system. I called customer service and thought it should take between 3 - 5 days.

    Nine days later, it was still dead. The old sim went dead which is understandable but then the new sim 'did something' to her unlocked Blackberry and I couldn't get any other sim cards to work in it to connect to a network.

    She is now with Sainsbury's and she loves it. They have the same rates as ASDA EE and we can top up online and check balance online too.

    My wife's old Blackberry is toast because of ASDA EE and I have tossed it and purchased a new phone for her.

    I am still with ASDA, but will be changing to Sainsbury's Vodafone once my credit runs out on the current EE sim card that I have in my phone.

    ASDA really messed up with this one.
  • Nodding_Donkey
    Nodding_Donkey Posts: 2,738 Forumite
    Ninth Anniversary 1,000 Posts
    An EE spokesperson says: "Last night's technical issue that caused a small proportion of our customers to experience problems with their signal has been resolved and all customers are now receiving a normal service.

    Normal for EE that is. Those of us with T-Mobile and Orange have seen a definite degradation of coverage since EE took over.
  • simax
    simax Posts: 1,968 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Disagree. My signal has been fine here.
    I spent 25 years in the mobile industry, from 1994 to 2019. Worked for indies as well as the big networks, in their stores also in contact centres. I also hold a degree in telecoms engineering so I like to think I know what I’m talking about 😂
  • chattychappy
    chattychappy Posts: 7,302 Forumite
    I have 3 EE SIMS on the same EE account, all issued at the same time. The behaviours were:

    1) SIM in a 4G HTC ONE phone. Went to "no service" between about 7pm and 4am. Couldn't use at all.

    2) SIM in an old iPhone. Intermittant problems. Generally could receive calls.

    3) SIM in a Nokia 100 phone. Couldn't receive calls. But could call out to non-EE numbers.

    Calls to 150 (from any phone) got number not recognised or cut off.

    Based on my experience and people I know on EE, it was certainly more than a "small proportion" of people that were affected.
  • boatman
    boatman Posts: 4,700 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Sadly EE/tmobile/orange couldn't give a fig about its customers, just read all the complaints all over the internet, OFCOM should take their operating licence away, but sadly they are toothless and too afraid to stand up for the consumer.
  • Bravestar
    Bravestar Posts: 89 Forumite
    simax wrote: »
    Disagree. My signal has been fine here.

    I'm with Virgin (who use EE as their mobile services provider)

    There was definitely an issue on the evening of the 19th. My mobile which was working then suddenly came up with 'Sim not recognised' and no signal.

    Thinking is was a low signal area, I manually attempted to change from t-mobile to orange, and again it said 'Sim not recognised'

    The article does say it only affected some customers.

    All working fine now though :)
  • Bravestar
    Bravestar Posts: 89 Forumite
    boatman wrote: »
    Sadly EE/tmobile/orange couldn't give a fig about its customers, just read all the complaints all over the internet, OFCOM should take their operating licence away, but sadly they are toothless and too afraid to stand up for the consumer.

    So who do you work for? Vodafone or O2?
  • This breakdown is not unique as it follows problems for Network Three and O2 on previous occasions, so Vodafone will probably be next!
    It could just be that these modern systems are not as robust as they should be or that they will always be prone to so called "outages" at certain times. That's my theory anyway.
    On the other hand they could be the work of persons unknown flexing their cyber warfare muscles - take a look at the book Cyber War by Richard A Clarke who worked in the White House for four previous presidents - it makes sobering reading.
    And in case anyone thinks I have a financial interest in the book - I don't, I was bought it as a present for my birthday as I'm interested in such things.
  • boatman
    boatman Posts: 4,700 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 21 March 2014 at 3:06PM
    Bravestar wrote: »
    So who do you work for? Vodafone or O2?
    Haha, no but having had to deal with CISAS and OFCOM because of T-Mobiles incompetence I now know none of them are there for the benefit of the consumer. I think its got to the stage where these companies should be running scared of the regulators like the CAA, instead of acting with complete contempt to the consumer.
    The terms and conditions for these companies need to done by the regulator as they have all proved that they are incapable of writing their own, and the regulator having instant say in contract issues if the operator fails to resolve the problem quickly. The same applies to the energy companies, they have had their fun and ripped off the consumer for too long, it has to change.
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