EE-At Stalemate.What Next.Help Please

charliemaine1bee

Just over a year into my 2 year contract with EE I have found myself with no signal at all at home.To cut a long story short had full signal when took contract out but a mast has gone done locally (we are quite rural) and they have said there is no date any time soon to say when it will be fixed and said tough i have to keep paying or pay a lump sum to end early and its in their terms and conditions that they can't guarantee a signal in the home.I said I had full signal no issues when the contract was taken out and by their own admission a faulty mast is the problem and i have a useless phone.So now without driving a quarter of a mile up the road to see if i've any texts or missed calls its in theory useless..any help to get this resolved would be much appreciated.:(

20aday

May I enquire as to what phone you have and if you have Wi-Fi at home?

Depending on your phone you may be able to use Wi-Fi Calling. EE used to have a Signal Box (similar to Vodafone's Sure Signal) but it looks like the product has been removed from sale to new customers.

charliemaine1bee

Ive got an iphone 5C but i can't get anything at all no 2g or texts,Only friends with imessage or whatassp can contact me.Would i be able to receive texts with the wifi calling or is it just for phone calls as such?

sparky93

wc is calls and texts. https://www.ee.co.uk/wificalling

grumbler

20aday wrote: »

May I enquire as to what phone you have and if you have Wi-Fi at home?

Depending on your phone you may be able to use Wi-Fi Calling. EE used to have a Signal Box (similar to Vodafone's Sure Signal) but it looks like the product has been removed from sale to new customers.

This solves the problem partly only. Mobile phones are supposed to be used not only at home.

I suggest demanding the contract to be cancelled without fees.
If they refuse, then it's the ombudsman after the internal complaints procedure is completed. Demand the monthly fee to get refunded from the instant the mast stopped working.

charliemaine1bee wrote: »

...they have said ... its in their terms and conditions that they can't guarantee a signal in the home. ... So now without driving a quarter of a mile up the road to see if i've any texts or missed calls its in theory useless..

EE are obviously pulling a fast one. They don't guarantee signal indoors, that is not the same as an area as big as a quarter of mile.

diamonds

EE are in breach of contract by not giving the service as agreed by removing such and no date of service re-commencement, call Ofcom register complaint and reference number and email olaf.swantee@ee.co.uk requesting immediate PAC and penalty free termination of the contract given their inability to provide their obligations to you under the terms and conditions they agreed to in the contract between yourselves.

d123

diamonds wrote: »

EE are in breach of contract by not giving the service as agreed by removing such and no date of service re-commencement, call Ofcom register complaint and reference number and email olaf.swantee@ee.co.uk requesting immediate PAC and penalty free termination of the contract given their inability to provide their obligations to you under the terms and conditions they agreed to in the contract between yourselves.

CISAS is the 'ombudsman' for EE complaints...

diamonds

d123 wrote: »

CISAS is the 'ombudsman' for EE complaints...

First and foremost its a breach of contract, must complain to EE first about the breach, ask for what you feel is fair for the breach AND then any refusal take to CISAS.

20aday

grumbler wrote: »

This solves the problem partly only. Mobile phones are supposed to be used not only at home.

I suggest demanding the contract to be cancelled without fees.
If they refuse, then it's the ombudsman after the internal complaints procedure is completed. Demand the monthly fee to get refunded from the instant the mast stopped working.
EE are obviously pulling a fast one. They don't guarantee signal indoors, that is not the same as an area as big as a quarter of mile.

Totally appreciate the OP needs the problem solving fully rather than partially but just wondered because of Wi-Fi Calling. Would help the OP use their phone at home whilst they sort EE out, that's all.

d123

diamonds wrote: »

First and foremost its a breach of contract, must complain to EE first about the breach, ask for what you feel is fair for the breach AND then any refusal take to CISAS.

Yes, I was referring to your comment about taking the complaint to OFCOM (who don't entertain individual complaints), the complaint should be made to CISAS after exhausting the company complaints process.

Ofcom does not investigate individual consumer complaints.

http://ask.ofcom.org.uk/help/telephone/mobcomp

diamonds

d123 wrote: »

Yes, I was referring to your comment about taking the complaint to OFCOM (who don't entertain individual complaints), the complaint should be made to CISAS after exhausting the company complaints process.


http://ask.ofcom.org.uk/help/telephone/mobcomp

Ofcom must record a complaint when asked, not investigate, but record.

"Ofcom does not investigate individual consumer complaints. *The information you give us is used to identify trends and can lead to us investigating a particular company's behaviour*"

It is always preferable to note any complaint under a reference number for the above reason, it also helps get higher attention, and 'ombudsman' services like all bases covered as much as a court.


It amazes me is MSE and others do not ask for complaints against anywhere to be recorded with relevant regulators, they may not investigate but all complaints should be recorded with any regulator.