EE customers suffer outage days after launch of high speed 4G

 
Service problems: Mobile network EE
Robin de Peyer5 November 2014

Thousands of EE customers have complained of losing mobile data service - just days after the network boasted of a new "double speed" 4G service in London.

Customers said they had been left without 3G or 4G mobile internet for up to two days after the outage.

Hundreds of enraged phone users vented their frustration on Twitter as they complained they were being left without service "yet again".

One wrote: "Hello @EE, my phones [sic] had no service for 2 days it's just says searching for ages?"

<blockquote class="twitter-tweet" lang="en">Hello <a rel="nofollow" target="_blank" href="https://twitter.com/EE" class="body-link" data-vars-item-name="BL-150811-https://twitter.com/EE" data-vars-event-id="c23">@EE</a> my phones had no service for 2 days it's just says searching for ages? What's going on fam?— Kevin Kingdom (@KevinAdom) <a rel="nofollow" target="_blank" href="https://twitter.com/KevinAdom/status/529944867754225664" class="body-link" data-vars-item-name="BL-150811-https://twitter.com/KevinAdom/status/529944867754225664" data-vars-event-id="c23">November 5, 2014</a>

Another posted to the network: "No phone service since Monday for my entire family & nobody seems 2 be able to help? Lost work as a result & children unable 2 contact me."

<blockquote class="twitter-tweet" lang="en"><a rel="nofollow" target="_blank" href="https://twitter.com/EE" class="body-link" data-vars-item-name="BL-150811-https://twitter.com/EE" data-vars-event-id="c23">@EE</a> no phone service since Monday for my entire family &amp; nobody seems 2 be able to help?Lost work as a result &amp; children unable 2 contact me— spunky monkey (@asbadasbadcanbe) <a rel="nofollow" target="_blank" href="https://twitter.com/asbadasbadcanbe/status/529924010134740992" class="body-link" data-vars-item-name="BL-150811-https://twitter.com/asbadasbadcanbe/status/529924010134740992" data-vars-event-id="c23">November 5, 2014</a>

And another posted: "EE are undoubtedly the worst network of all time. Just a dire phone company No signal, terrible customer service, zero solutions."

<blockquote class="twitter-tweet" lang="en"><a rel="nofollow" target="_blank" href="https://twitter.com/EE" class="body-link" data-vars-item-name="BL-150811-https://twitter.com/EE" data-vars-event-id="c23">@EE</a> are undoubtedly the worst network of all time Just a dire phone company No signal, terrible customer service, zero solutions— Jonny Smith (@OrwiteTreacle) <a rel="nofollow" target="_blank" href="https://twitter.com/OrwiteTreacle/status/529689294089494528" class="body-link" data-vars-item-name="BL-150811-https://twitter.com/OrwiteTreacle/status/529689294089494528" data-vars-event-id="c23">November 4, 2014</a>

EE customer James Chapple, 25, said: "I first noticed my 4G went down at around 11am on Tuesday. It's a constant irritation.

"I wish they would invest as much time and effort in their core services like receiving 4G rather than their sales and marketing," he added.

The latest problems came just days after EE launched its 4G+ network for central London, which it said would double mobile browsing speeds.

EE's Chief Executive Olaf Swantee said on Thursday: "The UK is now back to being a world leader in mobile networks.

"Just two years since we were behind every developed market from the US to Japan, we’ve invested in innovation, driven competition and given people in London a mobile network that’s faster than almost any other in the world, and even faster than most fibre broadband available here."

An EE spokesman said: "The intermittent issue that affected some customers’ data access during yesterday was in no way connected to the ongoing rollout of 4G+ in central London. The cause was identified immediately as being IT-based, and teams worked at our switch sites to ensure the vast majority of customers were connecting successfully within a few hours. With traffic re-routing, we could see that all customers were able to connect by around 8.30pm. We apologise for the inconvenience caused during this time."

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