seaneb
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@harry 14009 wrote:
well after dealing with EE exc office for a months i call today for an update only to be told – wait for it….. ‘ the technical team say there is nothing wrong and can I provide examples from the last 72 hours’. :eek::rolleyes: (Even tho i have an email from them less than 2 weeks ago stating there is an issue with the mast.) I suggested they contact the 2 EE shops in town to ask them about the numerous complaints about the 3G data issue and to view this forum/twitter. I really have no idea what on earth is going on with EE’s internal communications. It seems it will never be resolved. Its like hitting your head against a wall.
Anyway after much discussion Ive been let out of my contract penalty free, to be fair the lady I spoke to was very polite and helpful.
So there you have it, email those email addresses and see what happens!
This is why Orange asked me to text myself when I had no 3G coverage- it puts a time stamp and GPS stamp on the time and place it was sent.
Orange rung me again last week to tell me that although there was no fault showing on her system, when engineers were sent to Wrexham town centre anyway, they did indeed find a fault. Now that they have found it and admitted that they’ve found it, perhaps they will get it fixed!!!We can only live in hope!!
@rockyrobins 13828 wrote:
Orange is now EE, they cannot see any faults on their system because the problem is down to lack of bandwidth on the existing town centre mast after i suspect they turned off either a T-mobile or Orange mast to save money. This problem is not unique to Wrexham just google “EE turning masts off” and you will see what the company is doing. Just cancel your contract and go with another provider as EE are not really bothered
I don’t think that’s the case here. If you read through this thread properly you will see that ALL NETWORKS are suffering the same problem.
It would seem that Orange are the only provider to do anything about it however (although I realise that might be slightly premature).Surprise surprise, had a call from Orange today asking if I’ve done as They’d asked and done the self texting thing. I then had to read out to her a couple of examples of these texts and the time stamps on my phone. They then traced those exact texts to the locations I was at when I sent them.
Then I was told that they can’t see any faults on their system for the masts in the area, however she will request an investigation and will be in touch in a few days!!!!!
I directed her towards this thread and suggested they include the evidence within it in their investigation.
I’m amazed.
Let’s see if Orange can cast themselves in a different light and actually fix this long lasting issue.@thunderbirdskid 13703 wrote:
Just looking at the 3G Network site. They plan to rollout 4g into Wrexham by the end of the year. One advantage…..They offer “All you can eat” data packages.
My worry with that is that if they are already failing at providing 3G then I doubt they’ll be any more successful with 4G.
If you have an Apple device then the chances are you are already paying £30-£50 per month for a service that the phone companies are contracted to provide but are failing to do so and are blatantly denying that there is even a problem.
They are stopping just short of laughing in our faces and calling us liars.
I spent a fair bit of time in Wrexham last weekend and sent lots of “no 3G” texts to myself as instructed (see previous posts).
Fat lot of good that’s done-Orange haven’t even been in touch since!!!!
We are all being neglected because we don’t live in a large city and we are expected to put up with it.
I can only see three ways forward with this.
1. The council get involved and bring the phone companies to account on our behalf.
2. We form a collective, and along with the charitable help from local solicitors, take them to court.
3. Get the TV involved (as already mentioned).
On Friday I was contacted by telephone by Orange. They asked me to go around Wrexham and where I have no 3G data coverage, send a text to myself. They said that doing this will provide a date, time and location stamp for them to work from.
I must admit that there has been a very slight improvement since my original complaint, because now, every once in a while, in spite of not being able to use the internet over 3G, I was able to iMessage myself.
However THIS WAS ALL I WAS ABLE TO DO ANYWHERE IN WREXHAM.
I covered Regent Street, Island Green, High Street, Eagles Meadow, Border Retail Park, Grosvenor Road roundabout, Rivulet road (Hightown Road end) and Eagles Meadow.
3G data was completely non-existent.Are there any lawyers on this forum?
If so, how do I stand when considering action against Orange/EE for breach of contract and reimbursement of payments that I have made up to now for a service that I am paying for but am not being provided with?
Things are definitely starting to look up since my original post. I have to say though that we should wait until we actually get results before we get too excited.
I was in wrexham town centre today and I can report that there is no change (on my phone anyway) on Rivulet Road, High Street, Regent Street, Eagles Meadow, Island Green.
Phone says as it always has that it’s got 3G coverage, but can’t do ANYTHING with mobile internet. Not even send an IMessage.@justjojo2011 13272 wrote:
Try contacting CISAS who is the Orange/T MObile/EE regulator. They will be able to guide you down the correct routes.
Personally, I found hassling them for 5 months both via phone and via social media and threatening them with legal action based on 3 counts of breaking the law (breach of trading standards, breach of contract and breach of provide goods and services act) and Telling them flat out what I expected worked wonders.
I did this over the weekend. Very quick and easy form to fill in. Job done. Get on it people please.
This is what I emailed to “[email protected]”. I will post up any replies I receive.
Please feel free to use it as a template etc.Hi.
In spite of emailing Orange and EE on many occasions over the last 3 months I have not even had an acknowledgement from you.
I wish to complain about the breach of contract that your company is guilty of by failing to provide a 3G service in Wrexham.
I draw your attention to a discussion about the problem that is taking place on a local forum.https://www.wrexham.com/forums/wrexham-surrounding-area-forum/1155-3g-coverage.html
As you can probably tell, this is now a serious complaint with potentially thousands of customers that are not being provided with the service that they are paying for.
I started that discussion in the link above.
I will be escalating my protests as time goes on, eventually calling in the ombudsman newspapers and Trading Standards.
The service you are providing is not good enough and you are in breach of contract.
Please do not ignore this email.
