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EE to extend 4G coverage and answer all customer service calls in UK

Monday, April 25th 2016 by Phil Wilkinson-Jones

EE is to extend its 4G network to cover 95% of the UK’s landmass by 2020.

The operator has also made a fresh commitment to improve its customer services by handing 100% of its customer service calls in the UK.

EE’s current 4G coverage reaches around 60% of the UK but it is looking to fill in many of the country’s outdoor notspots – where there is little or no signal.

The new investment will see 750 new masts and mobile sites built and will take 4G coverage to 99.8% of the UK’s population.

EE’s chief executive Marc Allera said: “For the average smartphone user, notspots aren’t tolerated and 2G doesn’t deliver what they need.

“Customers want 4G speeds everywhere they go, and mobile operators are too used to saying ‘no’ to new coverage.

“Today, I’m saying ‘yes’, with an ambition to go further than any operator has ever gone, and with the ultimate aim of covering the whole UK with 4G.”

4G services have already ‘gone live’ on the main island of Shetland, which is called Mainland, and will cover all of the Shetland islands by the summer of 2017.

Residents on the Isles of Scilly are also able to access 4G following a multi-million pound investment by Superfast Cornwall.

Neil Grant, director of economic development for Shetland Council, said the switch on of EE’s 4G network was hugely important to visitors as well as those who live and work on the islands.

“From local residents to businesses, there is a growing reliance on mobile devices to provide greater access to information and enable easier communication with customers.”

'Best possible experience'

As part of a bid to improve its customer services, which it has admitted aren’t good enough, EE announced that all customer service calls will be answered in the UK and Ireland by the end of the year.

More than 100 new jobs will be created in Merthyr, North Tyneside, Plymouth and Ireland by June, when all EE Pay Monthly calls will be handled onshore.

A further 500 jobs will be created so EE Pay As You Go and Home calls can also be handled in the UK.

Mr Allera said: “We’re bringing 100% of our EE customer service calls back to the UK and Ireland.

“We’ve already seen a major boost in customer satisfaction by creating 1,400 new service jobs here since 2014.

“Now we’re creating 600 additional jobs to handle all EE customer service calls in the UK and Ireland by the end of this year, providing the best possible experience for our customers.”

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