A guide to mobile phone service faults – what to do

Although mobile phone service providers should ensure they provide credible services, problems cannot be entirely avoided. Do you have glitches with your portable phone? Does it lose signal or cut connection midway calls? This can be frustrating since communication is vital. This guide provides detailed information on how you can sort mobile phone issues. The guide is inclusive of how to identify the problem and the cause, reporting to your providers, how the providers fix the problems and what to do if the repair takes longer than anticipated.

Identify the Cause to Mobile service Errors and Faults

One cause of service problems is making changes in your home. If you have constructed additional buildings in your homes or walls and other structures, it can affect the signal reception to your device. There are some ways to boost mobile coverage around your house.

• Installation of a “femtocell.”
This device is similar to a wireless router. It makes use of your broadband to ensure network supply whether indoors or on certain networks. For instance, EE has “Signal box,” Three provides a product called “home signal “while Vodafone has “Sure Signal.” All these products can help boost signal coverage to your home meaning you can call 08 numbers – which you can buy from Number Supermarket here – however, might be charged for the equipment.

• Use of WI-FI Connection.
Most service providers are currently offering Wi-Fi connection services for making and receiving calls as well as sending and receiving messages. This feature is good for areas with weak mobile signals and can be useful at home or wherever you might be. Some mobile service providers offer phones with inbuilt Wi-Fi connection. Other providers have downloadable applications that enable you to use the Wi-Fi.

In addition to finding out more about the problem, try to find out if the problem is in the entire home or just some parts. Make a note of where and when the problem occurred and alert your provider with detailed information. If the problems are in areas you have never accessed before, test the expected level of coverage with the coverage checker offered by Ofcom.

When moving to a new home, confirm with your provider to find out the kind of service they can offer in the new address. At times, your provider might not be able to offer the service you need. In this case, ask whether you need to pay for cancellation or if they have signal boosters or any other network equipment that can boost coverage at your new residence. Consult with your provider since company policies may differ, some companies might require you to make early termination charges while others may not.

Furthermore, you need to find out if your handset could be having any problems. If wherever you go you experience problems, it might be your handset that is faulty. Contact your provider for assistance; they may at times tell you to remove your s SIM card, wipe and replace it. At other times they may advise you to remove your card and test it in another device to establish if the problem is with your handset.

Also, you should find out if the problem is only affecting you or with other people as well. Sometimes the problem may be with all other service users and not just you. Majority of service providers offer a status or service checker through an application or online. The information may also be provided through your phone, in most cases, providers send an automated message to all users alerting them of the problem and when they expect to solve it. If you fail to get your problem in the checker and no information is conveyed, contact your provider and alert them of the problem.

Fixing the Problems and Faults.

Who is charged with fixing the fault? Some people may not know who is responsible for solving network service problems. You have a contract with your service provider; they are therefore accountable for solving problems and ensuring you are up to date with the progress. Note that your service provider is liable even if they do not own the network. The duration of the repair depends on the problem being fixed. Your service provider will assess the problem and then let you know how long you need to wait for the problem to be fixed.

The providers’ customer service team should let you know how you will be updated on the progress. You may be required to download an app for alerts or register update alerts that may be offered by the provider. Let your provider work on the problem by giving them ample time, however, if it takes unreasonably long let them know. Consult your provider if they have alternative avenues for you to keep using the services as the repair goes on. Your provider may have other ways for you to make and receive calls as well as messages.

Reimbursements and Grievances

You may wonder if you are eligible to redress.
Provisional to circumstances, your provider may give compensation either monetary or otherwise during the time of repair. In another case where fixing the problem may take longer than expected, you may get additional account credit or refunds. Additionally, you are allowed to leave the contract with no penalties if you have stayed for long periods without service. This may be provided in your agreement, which states the actions you should take if your provider breaches the terms or fails to meet their obligations.

You are also allowed to complain if your provider fails to fix the problem in the specified time. However, you should follow the formal procedure for grievances that is provided on the provider’s website or customer service. If within eight weeks our problem is still unattended to, pass your complaints to alternative schemes of conflict resolution. In cases where the issue can not be resolved, request your provider to give you a deadlock letter before the eight weeks. Ofcom approves Ombudsman services and CISAS for alternative dispute resolution.

Communication with Service Provider

Ensure that you contact your provider as soon as possible and give detailed information on what is affecting your service. Try to describe the fault the best way possible with the checks you conducted. Your provider should have a wide range of ways through which you can contact them. Whether through service apps, online portals, web chat facility of phone calls. When clarifying the problem, you may be required to explain, the exact time and location of the service problem, whether it disturbs the data text or voice and if the problem is continual or intermittent. If possible, give your provider a record of the interruptions and the duration each interruption lasted.

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