Moved home and no mobile signal with EE

Sootoo

We've just moved home and have no mobile signal either inside or outside the house.  Have been through the motions with the technical team etc and although our postcode shows on both EE network coverage and Ofcom network coverage, as having outdoor 4G signal there is nothing.  The technical team say there's nothing they can do as we're obviously in a bad spot but when it comes to cancelling the contract EE still want payment of £218 which I guess is what they would charge if we just cancelled for no reason.  Is this legal considering that they are not providing the service?

JJ_Egan

They do not guarantee a signal in every square inch of the country .

You can write to them heading complaints see if they will let you out of your contract .

A quick check before purchase with your mobile in the property .

The_Fat_Controller

It does beg the question as to why you didn't check when you viewed the property.
What they are doing is completely legal, all you can do is appeal to their good nature.
Get some friends round who have different network providers and see what coverage they have before you change.

Neil49

This is something that you should have checked before buying the property and it's not the fault of EE that you moved there.

I suggest that you contact EE and ask about the availability of WiFi calling given your circumstances. 

Sootoo

Well a quick check shows that they cover the area - when viewing a house it's not actually top of priority to see if the mobile phone works.  We know that O2 have good coverage so will just change to them.  

bouicca21

I’d still get someone round to check reception on an O2  phone. I can’t get either EE or O2 in my flat, both say there is good coverage in this area.  I get a better signal in the garden so maybe they are right and it’s something to do with the building.

My solution is to use WhatsApp for phone calls when I’m indoors.

J_B

Don't EE do a signal booster box?

Jon_01

J_B said:

Don't EE do a signal booster box?

Yes, they do.

Highland76

OP, why not buy a wifi calling compatible handset (eg iPhone 6 and above)? Might be cheaper than cancelling your EE contract.

japitts

Jon_01 said:

J_B said:

Don't EE do a signal booster box?

Yes, they do.

Historically true, now hit&miss at best. WiFi calling technology has very much superceded it now. Among other reasons, it uses the same core network as 4G-calling (VoLTE) and so allows mutual handover of voice calls.

The OP would also do well to make sure they have a 4G-calling compatible device, this unlocks access to EE's "extended range" coverage on 800Mhz that can often improve indoor coverage hand-in-hand with WiFi calling.

Edit: Just seen the OP is already using WhatsApp for some voice calls, with WiFi calling there'd be no need to use an app - and they can make & receive calls from anyone, not just WhatsApp users.

Frozen_up_north

Sootoo said:

Well a quick check shows that they cover the area - when viewing a house it's not actually top of priority to see if the mobile phone works.  We know that O2 have good coverage so will just change to them.  

Does your phone have all the frequency bands that EE use in your location? Especially the lower frequency bands that penetrate buildings better.

Some network coverage maps have an entry for the phone type, producing an appropriate coverage map based on the capabilities of your phone. EE Support should be able to advise. Have you checked what coverage others obtain? There is a Rootmetrics app and website that shows actual data from users, not predicted coverage from the network. Although, to be fair, coverage predictions for outdoor coverage are accurate.

Given that EE are providing the emergency services with a replacement for their Airwave radio network, I would have expected coverage where their map shows it, especially outdoor coverage.