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'Why won't EE fix the broken phone it has given me?'

Jessica Gorst-Williams
The reader's phone was faulty, but EE failed to resolve the issue - REUTERS

I took out a two-year contract at an EE shop, paying £16.99 per month. The phone started dropping calls, so I took it back to the shop, which sent it away for repair.

After about two weeks I collected it. I should add that I am 85-plus and live two miles from the shop, so collecting it was not very easy, especially during the cold weather.

I use the phone on average two to three times a day, mostly for local calls. I am not very technically savvy.

After that, the fault recurred, so I took the phone back again. It came back for the second time, ostensibly fixed. However, it was still dropping calls a few months later and I had to return it yet again.

The man who served me said that, if it failed again, they would give me another phone. The fault continued and this time the manager said the problem could be with the sim card, so they gave me another one.

It wasn’t, so I asked for a replacement phone as the phone was not fit for purpose. I am going around in circles and am not being given another phone, despite being told I would be entitled to one. Can you help?

AN, Cumbria

You were then told to contact the main office which said it had no record of the issue. Then it was suggested you phone the repair works section yourself. This you did using the problematic mobile.

After a while, during the call, you had to revert to your landline, as the phone was again not working properly. This led to your having to relate the whole story all over again to a new person.

You were advised to create a record of all future dropped calls. That week three were cut off in this way. However, you were still not given a new phone. You called again and were told there was a fault on the area system.

You point out that, when your phone was being repaired, you used your son’s and never had a problem with that.

Get in touch | How to contact Jessica Gorst-Williams

Then you report that you were told that you could only have another phone if you accepted an upgrade and signed up with EE for a different two-year contract, starting now.

Given the runaround you have had and EE’s failure to resolve the phone issue, the last thing you wanted was to be tied in with it any longer than you were already committed to – particularly for a higher price.

Only further to my involvement did EE, as a gesture, it said, of goodwill, send you a new, better phone with no strings attached.

You say you are delighted with it and it is working fine. EE says, as you were unable to complete the diagnostic tests it had tried to run while you were on the phone, its customer services team has not been able to identify what the problem was.