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EE's 4G expansion and customer service scheme: what's new?

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Network announces major investment to improve service. Here's what to expect...
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EE is gearing up for its merger with BT with a raft of new measures aimed at shoring up its 4G service, as well as improve the quality its customer call centres in the UK and Ireland.

If you’re an EE customer, or looking to switch, it's well worth getting the inside line on what's happening.

Read on and we’ll tell you everything you need to know.

Notspots no more

countryside notspot

If you live in a rural area, chances are you regularly experience ‘notspots’, those annoying locations where you simply cannot get mobile reception.

EE has said that it is aiming to eradicate these by 2020.

The network says it will first invest money in filling in notspots in existing 4G areas, before bolstering 4G in areas where super fast coverage is not yet available.

More 4G

Currently, EE offers 4G on 60% of the UK’s landmass, covering 95% of the population.

Its plan now is to top up its coverage to 95% landmass, so 99.8% of the population can get 4G when they need it.

It’s going to do this by building 750 new sites for accessing 4G, taking advantage of the relaxation of planning laws in England.

Rollout begins using BT fibre

BT and EE merger

EE has announced that it has launched 4G in Shetland and the Isles of Scilly.

Not only is this the first time these UK outposts have had access to super fast connections, it also marks a tie up with its parent company BT, utilising the latter’s fibre broadband to offer fast mobile data.

This is an approach that EE is likely to use in other rural areas across the country.

4G calling

EE says that it will offer 4G Calling on its entire network by July.

At the moment, it’s only available in major cities such as London, Manchester, Birmingham, Edinburgh and Glasgow.

4G Calling is much more stable and offers greater audio clarity compared with calling over old–style 2G and 3G networks, something which rural communities desperately need.

All customer service calls will be handled in the UK

Call centre customer support service

Mobile networks have been heavily criticised in recent years for outsourcing customer services to other countries.

EE has announced plans to have 100% of its customer service calls handled in UK and Ireland call centres by the end of the year.

Pay Monthly customers will get access to the British Isle–only service from June, while pay as you go and home customers will have to wait until late 2016.

EE says that since it began moves to ‘onshore’ its call centres in 2014, customer satisfaction has gone up by 50%, while complaints have fallen.

Category: Features
Tagged: networks, ee

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