Everything everywhere

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

Jenny received dozens of complaints from residents in Roath and Penylan who were 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.

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."

Jenny wrote to Mr Olaf Swantee, Chief Executive Officer of the mobile network provider EE, on July 1stto let him know about the appalling service that many of his customers have been experiencing in my constituency, specifically in Penylan and Roath. She asked him to consider giving compensation to those customers who have been affected by a lack of signal due to broken masts and to allow customers to end their contracts early without being charged cancellation fees.

She has written to Mr Swantee again to express her disappointment at not receiving a response from him, and has now received an acknowledgment from EE. She has also referred the case to Ofcom. She would like to encourage constituents to sign the online petition she has started on her website to make clear to EE the extent of the problem:

http://jennywillott.com/en/petition/everything-everywhere-broken-mast-compensation-petition

Jenny has received many signatures already and has been contacted directly by dozens of constituents who feel short-changed by EE's shoddy service in Cardiff. It is completely unacceptable for a company to charge customers for a service they are not receiving.

She hopes to receive a substantive response from Mr Swantee soon.