Jenny Willott MP demands EE fix Roath mast

July 4, 2013 9:52 AM

Phone

Liberal Democrat MP for Cardiff Central Jenny Willott has written to mobile network Everything Everywhere demanding that a mast in Roath be fixed following dozens of complaints from local residents.

Jenny has received dozens of complaints from residents in Roath and Penylan who are fed up with the dreadful service they have received from the company since it was created through the merger of Orange and T-Mobile. The problems have been going on for months but have become particularly bad over the past 6 to 8 weeks.

As part of a 'network optimisation' process, certain phone masts are being turned off in the area, but this has left many people in Roath and Penylan no signal. Many customers have not been able to make or receive phone calls or text messages, causing enormous problems for those who need to be constantly contactable due to family or work commitments.

Commenting, Jenny Willott MP said:

"Staff both in store and in call centres have given customers conflicting excuses and advice regarding the problem, with some suggesting it is to do with the devices themselves and others saying there is simply nothing they can do about it. This is not good enough.

"Many of my constituents have decided they have had it with this shoddy service. "EE need to fix the mast first and foremost, but I think they should also allow any customers who are fed up to end their contracts early. EE's response seems to have ranged hugely, with some individuals being offered new handsets, 50% off their call charges or a lump sum in compensation, whilst others get nothing. I would like a clear commitment from EE on how they will compensate all their customers in Cardiff who have had to tolerate this less than satisfactory service

"I would also like to know why this problem has been allowed to continue for so long, as the company were clearly aware of it. I have written to the CEO of EE, Mr. Olaf Swantee, in the hope that I will get some answers. I look forward to receiving his response and will continue to fight for EE customers in my constituency to get the service they deserve."

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