Commenting on EE’s voice call outage, Ru Bhikha, mobiles expert at uSwitch.com, says: “EE customers affected by this major voice call outage will understandably be concerned and frustrated.
“While it’s good news that messaging and data are still up and running, the lack of a projected timeframe for a fix makes this a disconcerting situation for a large proportion of EE’s some 30 million customers. It’s especially concerning for the 43% of Brits that choose to work from home.
“Customers who are suffering can keep a track of this incident using EE’s own network status checker and ask the provider to keep them posted.
“In the meantime, EE customers can still call others on the network, but will be unable to place or take calls to other providers.
“For those needing to stay in contact, it’s worth considering data based calling services like Whatsapp, Skype or Facetime – but it’s worth remembering that heavy use of these services could eat into your data allowance pretty quickly.
“If you are unhappy with how long the fix has taken, you should follow EE’s formal complaints procedure. Providers look at complaints on a case-by-case basis so you may be entitled to a refund or account credit, dependent on your circumstances. If you feel that this is unresolved after eight weeks, you can submit your complaint to the independent Alternative Dispute Resolution (ADR) scheme – for EE customers that’s Ombudsman Services.”
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