Help Cancelling EE Contract

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I'm 4 days into a 24 month EE contract on my new phone, I've realised that I don't get very good signal at home and around the areas I normally am around.

I went into the store on the second day to explain and was told I couldn't cancel, I then rung the customer service team who said I was well within my rights to cancel but they wouldn't be able to do it over the phone and I'd have to go back in store. I went back into the store on the third day to explain that what customer service had said, again I was refused due to there being a sigal mast 1 mile from my house (still doesn't change the fact I'm lucky to receive one bar of signal at home even on 4g).

I've written a complaint form to ee and am waiting for a response now, but I don't know what I'll get back from them, previous to this I had been with them for 7/8 years and thought with with the upgrade to 4g I'd get signal everywhere, but evidently not!

Any help would be greatly appreciated as I don't want to pass the 14 day mark, I really don't want to go back into store after being rudely spoken to etc. as I was at snapping point last time I went in.

Thanks

Comments

  • grumbler
    grumbler Posts: 58,629 Forumite
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    edited 22 August 2015 at 8:44PM
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    If you've "been with them for 7/8 years " how come bad signal comes as a surprise to you?!

    That said, before going back to the store you cold have checked online to stop them from fobbing you off and save your time wasted on the fruitless visit:
    We do not offer a change of mind policy on any of our products in store. However, we do offer a 14 day return on our products if you are experiencing coverage issues or our coverage does not meet your expectation. You‟ll have 14 calendar days from when you join or upgrade, including the day of original purchase or upgrade, to return your phone and/or plan to the store where you purchased. You can only make one return with in this time.
    Retail Returns Policy (.pdf40.3 KB) >
  • R-L-C
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    Hey Grumbler,

    Thanks for the reply,

    In regards to the bad signal, I was told that the new 4g plan I was being put on would be great and that having no service would be a thing of the past.. So obviously I fell hook line and sinker!

    Before going back into store I rung customer service who notified me of that (which I raised in store), but ten was basically told they didn't believe me that I didn't get signal at home.
  • grumbler
    grumbler Posts: 58,629 Forumite
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    One must be very naive to believe that 4g can be better than 2g/3g in the same place, especially indoors - if this is what you mean by 'at home'.

    Add a blatant misselling to your complaint.
  • boo_star
    boo_star Posts: 3,202 Forumite
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    grumbler wrote: »
    One must be very naive to believe that 4g can be better than 2g/3g in the same place, especially indoors - if this is what you mean by 'at home'.

    Add a blatant misselling to your complaint.

    It uses a variety of frequencies, the lower ones having better penetration. EE has allocations in all three bands, including 800MHz.

    Given that 3G in the UK is 900/2100MHz, there's no reason why 4G shouldn't be equal (or better) unless it's on the 2600MHz band and even then the phone will just revert to 3G if it can't get a 4G signal.
  • grumbler
    grumbler Posts: 58,629 Forumite
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    There can't be a significant difference between 800 and 900 in terms of penetration, but indeed they seem to use 2100 only for 3g.

    So, I stand corrected. Indoor signal can improve theoretically.
  • d123
    d123 Posts: 8,629 Forumite
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    edited 22 August 2015 at 10:42PM
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    R-L-C wrote: »

    I had been with them for 7/8 years and thought with with the upgrade to 4g I'd get signal everywhere, but evidently not!

    Any help would be greatly appreciated as I don't want to pass the 14 day mark, I really don't want to go back into store after being rudely spoken to etc. as I was at snapping point last time I went in.

    Thanks

    Can you clarify, is this a new contract? Or as you intimate in your post, was this an upgrade?

    There are different rules for upgrades.
    grumbler wrote: »
    There can't be a significant difference between 800 and 900 in terms of penetration, but indeed they seem to use 2100 only for 3g.

    So, I stand corrected. Indoor signal can improve theoretically.

    Actually, at this moment in time you are correct.

    EE haven't actually begun using 800Mhz yet, 4G is predominantly on 1800Mhz with a very small amount of 2600Mhz. The 800Mhz is supposedly going to start being used sometime in September.
    ====
  • grumbler
    grumbler Posts: 58,629 Forumite
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    edited 22 August 2015 at 10:58PM
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    d123 wrote: »
    There are different rules for upgrades.
    The document I quoted said "when you join or upgrade", and the OP specifically was promised an improvement in signal because of upgrading to 4g.
  • d123
    d123 Posts: 8,629 Forumite
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    grumbler wrote: »
    The document I quoted said "when you join or upgrade", and the OP specifically was promised an improvement in signal because of upgrading to 4g.

    That's a change (to the better) on the old rules. He should just print your link and take it in with him.
    ====
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