PHONE network EE appears to have stopped working for thousands of users in a surprise outage.
The network appears to have gone offline at around 9am on Tuesday morning.
EE down – what has happened?
Outage tracker down detector has registered a huge spike in complaints about EE on Tuesday morning.
Thousands of users have reported issues with the phone network.
Most of the complaints relate to a lack of mobile internet or mobile network.
However, the issue doesn’t affect everyone – The Sun has verified that EE still works on some phones.
EE offline – what are users saying?
EE customers have flocked to Twitter to complain about the outage.
One user wrote: “EE is the network down? I can’t make any calls today, same happened yesterday!”
Another said: “EE unable to make or receive calls today. Is network down?”
EE not working – is there an official response?
Speaking to The Sun, an EE spokesperson said: “Some of our customers have experienced intermittent problems making calls on 4G this morning.
“This issue has been resolved for the majority of those affected, and normal service for all customers should resume shortly. Calls over 3G, data services and text messages have not been affected so customers have been able to get online and use apps and messaging services as normal.
“We apologise to our customers for the inconvenience caused.”
The EE Twitter account is recommending that users restart their smartphones, but doesn’t seem to know why the issue is occurring.
An EE spokesperson told The Sun that it was looking into the complaints.
Speaking to The Sun, 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.”
EE outage refund – can you get compensation?
Here's what you need to know…
EE doesn’t have an automatic compensation scheme for mobile network outages.
However, the network has lots of options for making a complaint.
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.”
EE has said that affected customers need to get in touch with customer services, and requests for compensation will be dealt with on a “case-by-case basis”.
To contact EE, use any of these options:
- Call on 0800 079 0126 between 8am and 8pm Monday to Friday, or 8am and 6pm Saturday to Sunday
- Write to EE Customer Services, 6 Camberwell Way, Sunderland, Tyne and Wear SR3 3XN
- Use the complaints web form on EE’s website here
If your problem hasn’t been resolved after eight weeks, you can submit a complaint to an independent Alternative Dispute Resolution (ADR) scheme.
If your problem can’t be resolved, you can also ask EE for a “deadlock” letter so you can refer a dispute to an ADR scheme before the eight-week mark.
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Have you experienced any issues with EE this morning? Let us know in the comments!
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