lost of signal and poor voice quality

[#1]

Recently in the last two weeks starting getting issues when travelling around the uk and service lost. Try turning mobile off completely, airplane mode and data signal off and on. All without success although phone appears to let you call out but doesn't complete the call.

Had it twice now. eventually signal comes back but no apparent reason.

Any one else experienced it or have any ideas?

[#2]

Voice quality out side house - callers can hardly hear me on the mobile?

In the house and wifi connected after 3-4 mins call goes darleky and have to re-start the call.

When turning wifi on the mobile off it s seems to help but still experience issues.

Any ideas?

[#3]

If this is happening in many different locations, it's increasingly unlikely to be a network issue and potentially could be a device problem.

I'd be looking to swap your SIM into a new device (begged or borrowed?) and/or put a known good SIM into your device, and see whether the fault follows the phone at all.

[#4]

In your other thread, you say this problem is happening in different locations?

If it's only in one area, it could be a network issue - PN use EE to provide coverage so check with friends or relations on EE to see if they have any issues (with the caveat they could have 4G-calling which PN doesn't), or anyone on Asda Mobile/1pMobile/Virgin Mobile.

For reference, you can check for known faults at https://myaccount.ee.co.uk/networkchecker/checkservice

Your phone won't be using WiFi for voice or text, just data. So that's a red herring, although it could potentially be indicative of a phone problem.

[#5]

Hello @japitts,

Thanks for reaching out to and I'm sincerely sorry to read that your signal has been deteriorating, despite trying some troubleshooting steps it's not helped resolve the issue.

Please can you confirm the issue in more detail - from what I understand the service becomes unavailable and you cannot make calls out or receive calls - is that correct? Are you able to use any other services data/sms?

As you have tried the troubleshooting steps, please can you drop me a PM with the following information:

- Your full name and confirmation you are the account holder

- Your full address with postcode

- Your Plusnet mobile number

Thanks.

[#6]

Hi @leaway11, I can see we've recently responded to your previous post.

Regards

[#7]

Hi @abails0105  voice service still not fixed calls constantly drop or voice turns darlek. EE Status checker still says service problems in the area. Any advice welcomed.

P.S the other post was regarding total lost of data service when travelling around the uk so separate issue but at the same time.

[#8]

Hey @leaway11,

Thanks for getting back in touch with us.

I can see it's still evident on the EE status checker as you've mentioned - we're unable to speed things up from that point unfortunately as we're a reseller rather than owning the network. Once the issue has been resolved we'll be able to discuss a gesture of goodwill.

In relation to the loss of service during December I've responded to your PM.

Thanks.

[#9]

Hi Mads

Any possibility of getting updates from EE the network status checker is still reporting SERVICE PROBLEM IN SY234TD this has been active since Dec 2019?

[#10]

Hi Mads

Any possibility of getting updates from EE the network status checker is still reporting SERVICE PROBLEM IN SY234TD this has been active since Dec 2019?

[#11]

Moderator's note(s):

Threads merged to keep support in one place.

[#12]

@leaway11,

There's still a severe mast problem in the area (it's affecting multiple networks), I'm afraid the information we receive on the fixes being applied are limited so we've signed up you for text notifications until it's resolved.

[#13]

Hello any further updates on the service? 

How can i be paying for service when i constantly cannot use the service of lose most of my calls?

[#14]

Hi @leaway11, thanks for getting in touch.

I'm sorry you're experiencing issues with your service. So we can look into this for you, could you please PM:

- your full name & confirmation that you are the account holder
- your full address including postcode
- the mobile number in question?

- your date of birth

- the last 2 digits from your sort code and account number used to pay the bill

Regards

[#15]

Please can you advise when i can expect any refund of charges for lack of service? I have provided my account details twice now on the community to two different Plusnet leads. 

As it is getting to 8 weeks now do i need to follow the dispute resolution route to get any action or refund?

If your problem is still unresolved after eight weeks you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.