First of all glad to hear your daughter is on the mend, and sorry to hear of the issues you have had.
Unfortunately, the coverage maps are just a guide and not that acurrate but BT like all mobile networks have to supply one for guidance. However that does not excuse the type of services you have explained.
BT Mobile runs on the back of EE, so if EE change or upgrade a local mast most of the time it is out of BT's control. The agents you speak to often work off scripts which doesnt help. If you are unable to get reception indoors then you were lucky and got offered a signal box. But to be honest there is very little they can do regarding outdoor coverage.
You could check to see if there is any network issues in your area that could be affecting your outdoor signal, I will put the link below. Although you have a deadlock letter if you want me to ask one of the moderators to look into for you.. they are a one stop shop and a very friendly bunch. They cant always resolve things the way we like but they do take ownership of things.
I appreciate you haven’t had the best experience but coverage affects all networks and not just BT.
Whilst based on your comments here, agents haven’t handled the situation as you would have liked there is very little that can be done with door coverage as many factors impact this other than offer a signal box or Wi-fi calling if you have a handset that supports this.
Recently BT launched Wi-fi and 4G calling, Wi-fi calling tries to battle poor indoor coverage. Building regulations mean as we try and make homes more efficient they block out Signal penetration.
In regards to outdoor coverage, the launch of 4G calling ( also known as VoLTE) introduces a new frequency band on transmitters providing your handset supports it. As well as introducing better quality calls it allows customer more access to the network. Non of this doesn’t help if you don’t have coverage, and I’m not sure how they could combat that.
Have they tried a sim swap?
A moderator should pop by shortly.
Hi @Shaz1 sorry we haven’t been able to resolve your complaint.
As you have been issued with your deadlock letter your complaint cannot be reviewed again by us as we have provided our final position. You’ve got the option to take your complaint outside of BT, to the Ombudsman. They offer free, independent help, for disputes like this. Their contact details will have been included in your letter.
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