topic Re: Mast down for 10 weeks in Mobile Broadband

Mast down for 10 weeks

CindyA — Mon, 14 Nov 2022 15:38:24 GMT

We suddenly lost our signal on 3 September which we also need for 4G broadband as there’s no other broadband option here.
My mobile doesn’t work and my broadband speed is less than 1 mbps, when it’s working. It hardly works at all evenings and weekends.
EE is non-committal about when it’ll repair the mast and there are at least two others down in this area of Carmarthenshire.
Does anyone know how long this repair can possibly take or whether EE could just not repair it?

Re: Mast down for 10 weeks

Christopher_G — Mon, 14 Nov 2022 18:11:58 GMT

Hi @CindyA

Welcome to the community.

If you pop your postcode into our Coverage Checker and hit check status, it will tell you if we're aware of a problem and give you updates on how long we think it will take to fix.

Chris

Re: Mast down for 10 weeks

CindyA — Mon, 14 Nov 2022 19:10:38 GMT

I’ve already done that many times starting on 3 September when my service stopped and I have also been in touch with EE many times but have not had any indication of when it’ll be fixed. BT told me that there are 3 masts in my area that are down.
Your coverage checker indicates as it has from the beginning that it’ll be fixed in 16 hours. That 16 hours has expired over 100 times.
Again I ask how long customers have to wait for a mast to be fixed and whether EE just doesn’t fix them.

Re: Mast down for 10 weeks

Northerner — Mon, 14 Nov 2022 21:11:30 GMT

Hi @CindyA

It depends on the issue. You cannot buy network parts on Amazon, they are bespoke systems which could take months to deliver.

You'll just need to keep checking.

Thanks

Re: Mast down for 10 weeks

bristolian — Mon, 14 Nov 2022 21:17:56 GMT

EE wlll usually repair the vast majority of easy faults in a couple of days, but the ones that take longer tend to have complicated underlying reasons. Perhaps there's an issue with or involving a third party, maybe there's a specialist part - there could potentially be legal or technical complications.

No fault intentionally goes unresolved, believe me. Out of interest, what area (roughly) are you in?

Re: Mast down for 10 weeks

CindyA — Tue, 15 Nov 2022 07:18:47 GMT

Thanks for this reassurance. I’m in rural Mid Wales where the fibre optic project that was started 5 years ago wasn’t completed.