"We don't guarantee indoor coverage"

cardigancash

I'm around 6 months into a new contract with EE, I've never had significant signal/ technical issues with them and always found the customer service helpful and polite - however I recently moved to a new shared house, and ever since moving in I've had near constant signal/ connection quality issues when inside or in the immediate vicinity of the house (within roughly 5-10 metres), such as:

• calls struggling to connect, sometimes displaying 'emergency calls only'
• either mine or the other person's voice going garbled, very quiet or completely silent several times throughout a call
• calls completely cutting off in certain areas within/ around the house (I recently had one that went silent and cut off literally 2 steps over the threshold of the doorway)

My phone is also having to double-up as a wi-fi hotspot as my only source of internet for the time being, which worked without issue at my previous address, here however I'm getting connection speeds as low as 2.55Mbps download/ 0.34Mbps upload, rising to around the 10Mbps download mark at best, and in certain areas in/ around the house the speed test won't even start due to lack of connection.
Often my other devices won't even get a connection to my phone's wi-fi hotspot (this is especially the case when on a call, I literally cannot be on a call and use the wi-fi at the same time, again never an issue at the previous address), and when it does I am half the time getting speeds that bring to mind early 2000s "broadband" i.e. web pages taking 60 seconds to load or loading in plain text versions.

I've called EE and gone through all the usual 'turn it off and on again', 'do a system update' stuff, they also asked me to keep track of some calls and run some speed tests, but have ultimately said there's nothing they can do because they "don't guarantee indoor coverage".. 
I've looked through my contract, and the other standard contracts they have on their website, and this thing about indoor coverage not being guaranteed is suspiciously absent..
I've also check the other devices I'm trying to connect to ensure that the connection issue is definitely with the mobile device.

Even if this is stated in a contract somewhere that I haven't found, can they really get away with expecting someone to see out another 18 months of a contract at £41/ month with this abysmal service where I'm using my phone 90% of the time?

Any help or suggestions? Or am I stuck with this?
Please only helpful suggestions, not 'just use your phone outside'/ 'you should've read the contract'/ 'EE are crap anyway' etc. etc.

Thanks

Neil49

Unfortunately the bad news is that you are stuck with it.

Coverage will vary even in small areas due to the location of masts and buildings or hills blocking the signal. Even the coverage maps provided by each network are unreliable so the only sure way of knowing what signal quality you will get at a specific location is to get a sim card and try it out.

In your case the act of moving house to a poor EE reception area is down to you and you alone.

d123

cardigancash said:

I've called EE and gone through all the usual 'turn it off and on again', 'do a system update' stuff, they also asked me to keep track of some calls and run some speed tests, but have ultimately said there's nothing they can do because they "don't guarantee indoor coverage".. 
I've looked through my contract, and the other standard contracts they have on their website, and this thing about indoor coverage not being guaranteed is suspiciously absent..

No network guarantees service anywhere, indoor or outdoor. 

Indoor coverage is also far too difficult to gauge especially with new build houses full of metal based insulation (and very old buildings built from thick stone) so it’s pretty much common sense that you can’t expect guaranteed indoor coverage.

JJ_Egan

As above.

Grab a couple of other network sims and see if any are better .