Ee/apple Phone Contract

[sistermag]

Hi, I need some help with an issue on my phone. I'm about 18 months into a 2 yr contract with EE for my iPhone 4S. After installing the latest iOS update, my phone has been rendered almost useless, but the main problem I have is that the function for the use of wifi has disappeared, meaning my phone is constantly searching for 3G. I have reported this to EE in excess of 10 times via phone, store and Facebook. I have received various instructions to manually reset, restore to factory settings, etc etc to no avail. Today, an assistant told me its apples responsibility & I have to return to an apple store- my nearest is 1.5 hrs drive. They have said i can post the phone, although I will be without a phone for a week and rely on it for work. This has taken me almost four months to get a sensible answer (each time I was asked to reset, I was promised a call back & never got one.) In the meantime, my wandering 3G has, each and every of those four months, racked up an extra £50 to my phone bill (another issue is my emails double-double usage!) my question is- can I reasonably request compensation? I have reported an issue no less than ten times, and not, until today, been helped by EE (and even then they say it's not their fault!) As I explained to the assistant today, they knew I had an issue, and instead of helping with it, they continued to charge me. She told me my contract means I have to pay, but surely they have to provide me with the service for which they expect me to pay? The fact that it has taken so long for someone to help me is ridiculous- they even had the nerve to send me a text the other day saying they had a concern on my data usage!! I've never, ever, gone over my data usage before this problem!! I've requested a call back from a manager tomorrow, so I'd appreciate any advice!! Thank you!!

[Baldric]

I'm no expert, but they do appear to be in breach of contract

[Jomlett]

What do you see when you go to Settings/WiFi and touch the grey button to green?

[sistermag]

Thank you, I have told them I think they are they responded that they only provide signal apple is responsible for everything else. My problem with them is the fact they just didn't help me resolve, but are quite happy to charge me! Have just checked my online bill..... My bill due on Tuesday is £115!!!

[sistermag]

Hi jomlett, the wifi 'button' is there, but I can't move it across to switch on.

[Jomlett]

Did you reset Network Settings?

[sistermag]

Hi jomlett, I've reset network settings, done a master reset & reset to factory settings- none of this worked

[Jomlett]

It seems this is/was a major 4S problem and Someone on this seems to think it's a temperature problem...I've never heard of this but you could try this strange procedure:

"I had the same problem. It took several tries but this is what worked (kinda) for me:

Cool off the iPhone. 15 minutes in a fridge. Temperature seems to have a role.
Reset Network Settings (General > Reset > Reset Network Settings).
Let it reboot, and give it time if it's stutter-y after a boot.
It should allow you to have WiFi enabled. Connect to your WiFi network."

http://apple.stackexchange.com/questions/101590/why-wont-my-iphone-4s-let-me-turn-on-the-wifi

[sistermag]

Hi, thanks for your answer- unfortunately didn't work! I have been in touch with apple this evening. They have run a full diagnostics test and determined I have faulty hardware on the phone and have said that, due to the phone being over a year old, it will cost me £166 to repair!!!!!! So, I either pay extortionate data charges to EE until my contract ends (in August!!!), or £166 to apple?!! Surely EE shouldn't provide phones on a 2 yr contract that have a habit of going wrong after a year????!!

[Jomlett]

I think you have case against EE...advice here how to complain to the ombudsman about a mobile phone provider:

http://www.which.co.uk/consumer-rights/action/how-to-complain-to-the-ombudsman-about-a-mobile-phone-provider

[sistermag]

Thank you, Jomlett!!!

[Jomlett]

One official letter might change EE's mind. It has been known.

[sistermag]

I do hope so!!! Thanks so much for your help!!

[Jomlett]

you're welcome.

[237SJ]

Did you get the phone as part of your contract with EE or was it a SIM only contract? If you got the phone as part of your deal (almost like a hire purchase as in you own the phone at the end of the contract) then I would say that EE are responsible and not Apple. In which case, they have supplied you with faulty goods.

[tamborine]

Go to Settings, disable Airplane/bluetooth & Carrier. That may force wifi. If not, disable as above, remove Sim, try wifi again.

[sistermag]

Hi, I got my phone as part of the contract. I am 16 months into a 24 month contract. My warranty with apple ended in August, according to them this evening, and the faults developed in September (I've been on at EE since then). EE told me they only supply signal, so won't fix the phone (although, really, my biggest issue with them is the fact I've told them, time and time again, that I can't use wifi and they continue to charge me for data) Apple told me EE have given me completely useless information, but they will only fix for £166 (plus I'd have to make a 3 hour round trip!

[sistermag]

Hi tambourine, thanks- have tried all the above! Apple have run full diagnostics thus evening and determined I have faulty hardware (although she was very quick to tell me not due to the iOS update which I did at coincidentally the exact time my phone went wrong, plus 2 separate EE staff have told me they had the same problem!)

[tamborine]

I use PAYG on Voddy but wifi when available

[237SJ]

I would be inclined to phone EE and ask them (without relating details of your problem) what would happen if you decided to cancel your contract and direct debit 16 months into a 24 month contract. If they say that you would have to return the phone, then they would be admitting that the phone is theirs and now yours in which case they are responsible for it.

[237SJ]

*not yours*