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Bad mobile phone service few days already

tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Bad mobile phone service few days already

What is going on, for few days I get no audio , call dropouts, bad service ...

14 REPLIES 14
OliGaffney
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 142
Fixes: 7
Registered: ‎27-09-2017

Re: Bad mobile phone service few days already

Hi @tony10, thanks for getting in touch!

 

I'm really sorry to hear about your signal trouble, have you managed to check the service checker?

If you pop your post code in, it'll let you know if there have been any network issues detected and you'll be able to request updates on this.

 

Here's the direct link: https://myaccount.ee.co.uk/networkchecker/checkservice

 

Thanks

-Oli

 Oli Gaffney
 Plusnet Help Team
tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

Hi @OliGaffney , thanks for the reply. I just checked and there is no known problem. 😞 

I think I may need to order a replacement sim as my flatmate is on Plusnet too and has no problem.

tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

So, I put the new sim and still the same. I tried a sim from Three mobile and I don't have any problems.

Also , my friend started having the same problems. Obviously it's your network.

Unfortunately we will have to switch... Can I ask for a PAC code on chat?

Alex
Community Veteran
Posts: 5,397
Thanks: 889
Fixes: 12
Registered: ‎05-04-2007

Re: Bad mobile phone service few days already

Your posts imply your friend wasn't having problems but is now?

It is possible you may have a mast fault in your area on EE which no-one has yet reported, which is why the service checker is saying there are no problems.

Do you know of anyone in your area on EE who can try it out? I believe PlusNet only use one of the bands but it would help to rule that out.

tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

Don't know anyone on EE, sorry.  

Alex
Community Veteran
Posts: 5,397
Thanks: 889
Fixes: 12
Registered: ‎05-04-2007

Re: Bad mobile phone service few days already

Fair enough.

What is your signal strength like?

Found this site, which seems really good, plug your postcode in and it will show you where your masts actually are:

http://www.mastdata.com

Tried mine and it correctly said my local EE mast is in the street next to mine (I know it is there as I walk past it often!) so I am lucky enough to have full reception at home.

If yours is close to where you are, but strength is poor then something could be up. Also if you travel to a different location, say a few miles away the chances are you'll get connected to a different mast, a good test would then be to see if you have the same issues then. Then it would rule out a PlusNet problem.

It may not be a faulty mast, but it could be.

MichaelWilliams
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 304
Fixes: 15
Registered: ‎13-07-2017

Re: Bad mobile phone service few days already

I'd just like to note also that you can log a mast issue for engineer investigation on the aforementioned EE website without being an EE customer Smiley

 Michael Williams
 Plusnet Help Team
tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

There are 2 masts not far from me, one is 2 streets down only. I logged a problem on the EE site , let's see what happens...

tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

OK guys, I logged the problem and I received a reply yesterday that they couldn't find a problem.

So I messaged their twitter team and told them that I have a problem with all the networks that use EE. I've tried Vectone and even ordered Virgin sim (at the time I wasn't aware that they use EE) and all three networks: Plusnet , Vectone and Virgin show the same problem. I tried them on 3 phones and all 3 phones have the same issue. 

But when I tried Three and Lycamobile ( I think they are using O2), there are no problems at all.

 

And you know what EE said ?

"You would need to log this issue with your network provider. They have their own specialist team who can help further with your coverage issues."

Strat
Moderator
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Thanks: 3,792
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Registered: ‎14-04-2007

Re: Bad mobile phone service few days already

Just for reference I use Network Cell Info lite on my Android. Loads of information, most of which is way over my head.

Customer and Forum Moderator. Windows 10 Firefox 100.0.2 (64-bit (64-bit)


tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

After few experiments I came to a conclusion that when I am connected to one of the masts near Askew Road, I get bad signal and nonexistent connection, no audio at all. But when I connect to Lime Grove one I get a very good connection. Now the thing is, it always gets connected to Askew Road one... It takes a long time to switch even if I move or don't move around the flat.

 

Lime GroveLime GroveAskew RoadAskew Road

Alex
Community Veteran
Posts: 5,397
Thanks: 889
Fixes: 12
Registered: ‎05-04-2007

Re: Bad mobile phone service few days already

Thanks @tony10

Sounds like you've done all you can with your homework, and is quite impressive that I must admit!

Also sounds like PlusNet need to raise this with EE as a mast issue, they (EE not PlusNet) may take more notice if it comes from them and not yourself.

tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

Yes, thank you very much. I really hope PlusNet will do something as I really don't want to leave them. I already have the PAC code , but I will give them one more week to see if there is something to be done. 

tony10
Hooked
Posts: 9
Registered: ‎06-08-2018

Re: Bad mobile phone service few days already

The phone gods are against me... This morning tried to tell tech support on chat about my issue and they can't do a thing at the minute seeing as the EE network checker is down for maintenance https://myaccount.ee.co.uk/networkchecker/checkservice...

Meanwhile I got my card blocked because I couldn't authorize the latest transactions as I couldn't hear a thing ...

Grrrr.... it's so frustrating... I am really trying my best not to go down a Carphone shop and get one of those ID plans ...