How can I get EE to fix my phone?

I took out a two-year contract at an EE shop, paying £16.99 per month.

The phone started dropping calls, so I took it back to the shop, which sent it away for repair. After about two weeks I collected it.

I should add that I am 85-plus and live two miles from the shop, so collecting it was not very easy, especially during the cold weather. I use the phone on average two to three times a day, mostly for local calls. I am not very technologically savvy.

After that, the fault recurred, so I took the phone back again. It came back for the second time, ostensibly fixed.

However, it was still dropping calls a few months later and I had to return it yet again. The man who served me said that, if it failed again, they would give me another phone.

The fault continued and this time the manager said the problem could be with the Sim card, so they gave me another one. It wasn’t, so I asked for a replacement phone as the one I had was not fit for purpose. I am going around in circles and am not being given another phone, despite being told I would be entitled to one. Can you help? AN, CUMBRIA

You were then told to contact the main office which said it had no record of the issue. Then it was suggested you phone the repair works section yourself. This you did using the problematic mobile. After a while, during the call, you had to revert to your landline, as the phone was again not working properly. This led to your having to relate the whole story all over again to a new person.

You were advised to create a record of all future dropped calls. That week three were cut off in this way. However, you were still not given a new phone. You called again and were told there was a fault on the area system. You point out that, when your phone was