EE mobile went down leaving over 1,000 customers without service and internet

Widespread EE Network Issues Reported Across the UK

Hundreds of EE customers reported issues with their mobile and internet connections early this morning. More than 1,000 complaints were recorded on Downdetector, indicating widespread service disruptions.

Customer Complaints Highlight Connectivity Problems

Reports from social media highlighted service failures in various regions, including South East London, Bristol, and Southend. Many customers expressed frustration at being unable to make or receive calls or access mobile data services.

One customer posted:

“What’s going on with the signals at CF23? Trying to work from home and I’m losing signal every 10 minutes. I keep getting a satellite image where 5G should be.”

Other customers confirmed similar issues:

“EE mobile and data down in SE London.”
“Yep, same here in the Waterloo area.”

EE’s Response to the Service Disruption

EE acknowledged the service failure and assured customers that they were addressing the issue. A spokesperson for EE stated:

“Earlier today, some EE mobile customers were unable to use their mobile service in Southern England. Service was restored in less than five minutes. EE mobile customers in other areas and our broadband customers were not impacted. We’re sorry for any inconvenience caused.”

Despite this reassurance, some customers remained dissatisfied, particularly those relying on EE’s network for remote work and business operations.

Similar Issues Reported by BT Customers

This outage follows a similar issue experienced by BT customers just days earlier. Over 360 BT customers reported problems with broadband connectivity. Breakdown of complaints included:

91% related to broadband issues
5% regarding email access
4% concerning landlines

Fortunately, BT resolved the issue shortly after it was reported.

How to Check EE Service Status

If you are experiencing connectivity issues, EE offers an online service status tool. To check for disruptions:

Visit the EE service update website.
Enter your postcode to check for local outages.
Contact EE through phone, online chat, or social media for additional support.

Compensation and Customer Rights

Are You Entitled to a Refund?

If you experience a prolonged service outage, you may be entitled to compensation. According to consumer rights regulations, broadband and phone providers must compensate customers when services are disrupted beyond two full days.

Firms typically pay £8 per day for unresolved broadband or phone service failures.
Mobile customers may qualify for a refund or account credit depending on the circumstances.
If the issue persists for an extended period, customers may have the right to terminate their contract without penalties.

How to Contact EE

For assistance, EE customers can reach out via:

Phone: Call EE customer support for immediate assistance.
Online Chat: Available on EE’s website and mobile app.
Social Media: EE actively responds to inquiries on Twitter and Facebook.
Retail Stores: Visit an EE store for in-person support.

If complaints remain unresolved after eight weeks, customers can escalate the issue to an independent Alternative Dispute Resolution (ADR) scheme.

Tips to Save on Broadband and Mobile Bills

Service outages can be frustrating, but customers can take proactive steps to save money on broadband and mobile services.

Review Your Subscriptions

Many households pay for multiple streaming and broadband services without maximizing their usage. To cut costs:

Audit your subscriptions to see if you’re paying for redundant services.
Consider switching to Freeview or a more affordable TV package.
Check if you’re unknowingly paying for Netflix twice (e.g., directly and through Sky).

Negotiate for Discounts

If you want to remain with your provider, compare prices from competitors.
Call customer service and threaten to leave unless they lower your bill.
Many providers offer discounts or better deals to retain customers.

Switch Providers to Save Money

If your current provider isn’t offering competitive rates:

Check if you’re eligible to cancel your contract penalty-free.
Use comparison websites like BroadbandChoices or Uswitch to find the best deals.
Look for promotional offers from alternative broadband or mobile service providers.

Conclusion

The recent EE outage left thousands of customers without access to mobile services, raising concerns over network reliability. While EE quickly restored service, customers remain frustrated, particularly those working remotely.

For future incidents, EE users should regularly check service updates, explore compensation options, and consider switching providers if frequent disruptions occur. Understanding consumer rights and actively managing broadband expenses can help mitigate the impact of unexpected service failures.

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Leo Mitchell

Beauty Branding Specialist at shopgiejo.com

Leo Mitchell is a Beauty Branding Specialist with expertise in crafting compelling brand identities for the beauty industry. He combines creativity and market insights to help businesses stand out and connect with their audience authentically.