This topic

Mobile Network

SteveJary55 — Wed, 04 Oct 2023 15:16:14 GMT

Has anybody else LOST their mobile network signal.? I have been without for more than 14 days. I have emailed a complaint, that was replied to and then closed but never resolved.

Because I have no signal, I cannot call BT and they cannot call me.??

Numerous emails have come back " undeliverable " so just what is the complaints email address??

I am paying for a mobile service that I am not receiving 😒 and I would like an answer.

BT/EE, what is going on.?

Re: Mobile Network

imjolly — Wed, 04 Oct 2023 15:28:31 GMT

There is no email address for complaint just phone CS 03301234150

There is nothing in press about problems with EE/BT mobile which would suggest the problem is with your phone and not the lack of mobile signal

What do you see going to connection/mobile networks - network mode and APN

Re: Mobile Network

SteveJary55 — Wed, 04 Oct 2023 16:55:19 GMT

Hi, it shows LTE/3G then it shows BT as my network.

At the top of my screen I have, my wifi strength signal , now because I'm at home, it's showing calls through the wifi,( a handset with bar strength), then an empty set of 4 lines that should be my network.?

When I go out of the house, I lose the wifi calling.

Re: Mobile Network

SteveJary55 — Wed, 04 Oct 2023 17:13:51 GMT

Re: Mobile Network

imjolly — Wed, 04 Oct 2023 17:47:39 GMT

The 3g mobile networks are getting shutdown. Do you have other choices 4g? Do you get mobile connection if you are away from your jome

Re: Mobile Network

SteveJary55 — Wed, 04 Oct 2023 17:55:31 GMT

According to the list, it only has LTE/3G.

Samsung Galaxy J6+

Does this mean I have to get a new phone?

Yes I do lose the wifi signal when I leave home.

Re: Mobile Network

Anonymous — Wed, 04 Oct 2023 18:08:25 GMT

Have you checked the EE Status? Note that you have to select "status" as otherwise it defaults to coverage.

That J6+ should support 4G. Even if it didn't & 3G has been turned off locally, that would only impact data. I believe you could still make calls over the old 2G.

If your network provider is set to automatic, turn that off & manually try to select another network (Vodaphone/O2). When that times out try to reselect BT/EE.

Re: Mobile Network

SteveJary55 — Wed, 04 Oct 2023 18:15:19 GMT

Ok, I've checked EE and YES there is a local problem.

I've selected the network and it tells me I'm registered with BT. No mention of EE.

I've had no signal since the 20th Sept and reported it on the 23rd.

Why could nobody tell me that there was a problem with EE supply.?

Re: Mobile Network

Anonymous — Wed, 04 Oct 2023 21:24:52 GMT

Did you try switching networks & back as I suggested?

Re: Mobile Network

SteveJary55 — Wed, 04 Oct 2023 23:23:32 GMT

Yes but all I get is the message " Your SIM CARD does not allow you to register on this network "

Re: Mobile Network

Anonymous — Thu, 05 Oct 2023 09:07:08 GMT

That's expected, it's just a way to clear the current connection before you switch it back to BT.

If there's an EE fault then you're a bit stuck until they fix it. Unfortunately BT have no status checker of their own & EE will only allow you to register for updates with an EE number. Had this recently in my area where EE said they were working on an issue & it would be fixed in 16 hours. It took nearly a week & EE's twitter staff again refuse to entertain queries from other than EE account holders. Having said that, 14 days seems very unlikely for a fault not to be repaired unless it's a catastrophic failure like total destruction of the mast.

Do have have the same issue if you move away from your local transmitter? It might be worthwhile picking up a cheap ASDA SIM or similar locally just to confirm it's not the phone. Here's a list of MVNOs, just choose one that doesn't also use EE & has reported good coverage in your area.

Might also be worth a post on your local Facebook group to see if anyone else is affected.

Re: Mobile Network

SteveJary55 — Thu, 05 Oct 2023 10:00:45 GMT

Seriously, THANK YOU for this advice. You've given me things that I knew nothing about. I'll let you know how I get on.

Watch this space.

Re: Mobile Network

Anonymous — Thu, 05 Oct 2023 10:35:51 GMT

I seem to have omitted the list of MVNOs:

https://en.wikipedia.org/wiki/List_of_United_Kingdom_mobile_virtual_network_operators

Re: Mobile Network

Anonymous — Thu, 05 Oct 2023 16:23:04 GMT

@Anonymous

"Having said that, 14 days seems very unlikely for a fault not to be repaired unless it's a catastrophic failure like total destruction of the mast."

A few years ago, I had no BT Mobile service at home for about four months. Two EE masts cover my area, and both of them were fed by microwave links. It appears that in both cases tree growth blocked the microwave links, so whilst I had a good signal strength on my phone, there was no connection between either mast and the core network. The phone I had then didn't support WiFi Calling.

It took four months for the problem to be diagnosed and rectified - though I did get full refunds of my monthly payments at the time!