FabSwingers.com forum: phone network issue

By (user no longer on site) OP
over a year ago

For the last 10 days I have suddenly had no signal at my home address and very limited signal within a 3 mile radius.

I have wifi calling which is fine in the home but not really practical when out and about locally..

The network to cut a very long story short has told me that the mast that supplies me now has a new obstruction in its way and isnt strong enough to supply me anymore.. but good news... I can upgrade my signal for free to the new one.. 4s voice service or something...

Small problem.. Only quite new phones work on it... SO could I pay £540 odd quid to upgrade one phone and £164 to upgrade the other as a early fee..

now bare in mind I have 16 months left on one.. and 6 on the other.. They are prepared to take 50% off both of those..

However if I do not upgrade my phone.. I can not use their phone service at my home address at all.. There are no plans to boost the original old style signal as eventually that will be phased out...

SO Am I in my rights to tell them that I want to cancel without charge.. or for them to upgrade me for free seeing as now I am paying for a service that I can not use.

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By *iamondjoeMan
over a year ago

Glastonbury

I have no idea

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By (user no longer on site)
over a year ago

I think you'd be entitled to cancel without charge, but not demand any services from them for free.

This is because your original contract is not viable with them really seeing as the mast is obstructed. Any new contract will be down to their terms, and anything free or deducted is down to their discretion and customer service they want to provide.

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By *obbytupperMan
over a year ago

Menston near Ilkley

By not supplying you with a solution they have breached the contract. Tell them you want to cancel, they will probably upgrade your phones to keep your custom. Don't say this to the first person you speak to in the call centre, ask for the customer complaints manager.

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By (user no longer on site)
over a year ago

"By not supplying you with a solution they have breached the contract. Tell them you want to cancel, they will probably upgrade your phones to keep your custom. Don't say this to the first person you speak to in the call centre, ask for the customer complaints manager.

"
. this

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By (user no longer on site) OP
over a year ago

It's just I am being told whether I want to cancel ( as the old service is useless to me now ) or upgrade the fee is the same.

Trouble is I actually can't cancel as network coverage for other networks is limited at best here which is how I ended up with them in the first place... I am obviously not going to actually tell them that.

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By (user no longer on site)
over a year ago

they don't have to offer you anything for free but you could ask i suppose. most companies want to keep your custom and aren't averse to bargaining.

just depends on what they see as fair under law and what their idea of fair service is on what you'll be offered.

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By *om and JennieCouple
over a year ago

Chams or Socials

I had a similar issue with EE over Christmas 2014 & couldn't make or receive any calls.

I ended up with 2 months line rental refunded & a free signal booster box.

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By (user no longer on site) OP
over a year ago

I'm more annoyed that I'm being told pay us to cancel or pay us to upgrade but sorry you can't use the service your paying for unless you get a new phone x

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By (user no longer on site)
over a year ago

Maybe try looking on Martin Lewis' website. MoneySavingExpert. I'm sure he covered something similar. x

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By (user no longer on site) OP
over a year ago

"Maybe try looking on Martin Lewis' website. MoneySavingExpert. I'm sure he covered something similar. x"

Thanks, when I am away from home it works fine.. well except for other areas that like mine they have scaled down their normal signal and put all the new masts on the new one..

May just upgrade one and let my daughter suffer for a bit as she is rarely anywhere that does not have WiFi lol x and never calls anyone

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By *S RachaelTV/TS
over a year ago

Lowestoft

"Maybe try looking on Martin Lewis' website. MoneySavingExpert. I'm sure he covered something similar. x"

I suggest you stop paying and tell them to come to a settlement with you or sue you.

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By *he-Hosiery-GentMan
over a year ago

Older Hot Bearded Guy

"Maybe try looking on Martin Lewis' website. MoneySavingExpert. I'm sure he covered something similar. x"

He'll be all over it.

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By (user no longer on site)
over a year ago

"Maybe try looking on Martin Lewis' website. MoneySavingExpert. I'm sure he covered something similar. x

Thanks, when I am away from home it works fine.. well except for other areas that like mine they have scaled down their normal signal and put all the new masts on the new one..

May just upgrade one and let my daughter suffer for a bit as she is rarely anywhere that does not have WiFi lol x and never calls anyone "

Can you get calls over wifi? EE do it. That might be an option. x

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By (user no longer on site)
over a year ago

You haven't finished paying for the phones however that's the point they promised you a service and now you have trouble using the service with the phones you have which isn't your fault. What they should offer is a return of the phones you have now and 2 phones that you can use at no charge although would mean new 24mth contracts

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By *he-Hosiery-GentMan
over a year ago

Older Hot Bearded Guy

"Maybe try looking on Martin Lewis' website. MoneySavingExpert. I'm sure he covered something similar. x

He'll be all over it. "

Better still. Post your question on the forum, on his site.

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By (user no longer on site) OP
over a year ago

"You haven't finished paying for the phones however that's the point they promised you a service and now you have trouble using the service with the phones you have which isn't your fault. What they should offer is a return of the phones you have now and 2 phones that you can use at no charge although would mean new 24mth contracts"

Was told the phones no longer form part of the contract. I would happily send both the current phones in they have said to trade them in but one is 18months old now and pretty much worthless.

To scarlet I do use the WiFi calling but Can't use that when driving about x and it isn't really the point x

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By *ophieslutTV/TS
over a year ago

Central

They are in breach of contract now as they are not providing the full services that the op and the network agreed to by contract. This should mean that they cannot enforce early termination fees.

I think it's important to write to them in the form of a complaint, outlining what has happened, the advice you've received about them being unable to deliver further service etc in future.

I might take a brief phone call from them, if they call you back but I'd ask them to confirm in writing that they are no longer able to provide full service to you, based on the contractual agreement that you signed with them.

If they are forced to officially state that they can't deliver services then the onus is on them to either end the contract ay no penalties to you or provide an equivalent or better service that is at an equal contractual fee and term. (is, not a new contract period, just continuation of its current contractual obligations). You would be being penalized to have to take a new contract and means to access their services (is a new handset purchase) imo.

I understand that you're kind of limited to only really having that one network as an option but I wouldn't inform them of this. There is a simple remedy to support them fulfilling their legal obligations to you which is straight forward and soluble inside a week - provisioning your account as 4G, delivery of a 4G phone and simcard and reimbursing you for the current handsets and period of time that you have been without full services delivered.

Keep things in writing and don't flex away from their duty to provide full services to you as were current when the contract was signed.

Fyi 4G phones retail from about £50, so basic access costs to their network could cost them almost nothing. And should cost you nothing - although the handsets they provide should be commensurate to your current ones.

If you'd like help with drafting a letter then I'm willing to help. I am not a lawyer or legal representative of any type.

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