EE customers are unable to make or receive calls on Tuesday after the provider has suffered an outage. Thousands of customers cannot make 4G calls this morning.
An EE spokesperson said on Twitter, “We’re aware that a small number of customers are unable to make some calls over 4G.”
“We’re doing our best to fix this quickly. Please keep retrying, and we apologise for any inconvenience. WiFi calling, as well as text and data services, are not affected.”
However, a source told LondonLovesBusiness that across South West London, particularly in the Battersea area over the last month, “more than 2,000 customers have been affected.”
They further told us, “that they do not know when this problem will be fixed.”
When one customer questioned EE earlier this month that they cannot make calls, they were told, “I’ve checked over the area and we don’t have any issues showing on our Network Status Checker at the moment.”
According to Ofcom: “Depending on the circumstances, it may be appropriate for your provider to offer you some money back while repairs are being carried out.
“In more extreme cases, where repairs take much longer (for example it takes longer than usual to access a mast site to undertake repairs), you may be entitled to an additional refund or account credit.
“In cases where you have been without service for some time, you may also have the right to leave the contract without penalty.
“There may be a term in your contract saying you can do this if your provider has failed in its obligations to you or breached a key condition.”
Speaking to The Sun newspaper, uSwitch mobiles expert Ru Bhikha said, “EE is the biggest network in the country so this outage has the potential to affect a huge number of people.
“Our reliance on our mobile phones for all manner of things in our work and social lives makes even the shortest amount of time without reception a stressful and damaging one, and it is concerning that EE has not yet identified the cause of the problem.
“EE is generally highly regarded for its reliability, consistently ranking low in Ofcom’s complaints data, and we all accept that things can go wrong – it is how networks respond that is the real test.
“EE needs to get on the front foot quickly, or risk customers frustration growing among its large customer base.
“Outages of this kind may also leave customers entitled to compensation, so anyone affected should be aware of the potential for this, while the network must be clear in its communication about timelines for resolving this issue and for any consequent compensation it may be offering.”