topic Re: Coverage in Thurston in Mobile Network discussions

Coverage in Thurston

Leanne_T — Tue, 11 Jul 2023 13:11:19 GMT

Updated: 11 July 2023

Over the past week, our engineers have completed installing the mast onto the network, and the mast is now on-air restoring full coverage to Thurston.

We will continue to monitor performance in the area.

Update: 08 June 2023

Over the past few weeks, the fibre provider has completed the leased line installation to provide transmission to the mast, and we have started integrating the mast onto the network. Barring any unforeseen delays, we expect the mast to be integrated onto the network and on-air by the end of June.

We will keep you updated on this post.

Update: 26 May 2023

Over the past few weeks, the fibre provider has experienced a slight delay accessing the area to install the leased line to provide transmission to the mast. Barring any further unforeseen delays, we expect the leased line to be installed by the end of this week. Once all work is completed our engineers will start integrating the mast onto the network. We expect the mast to be on-air by the middle of June.

We will keep you updated on this post.

Update: 03 May 2023

Over the past few weeks, our engineers have been working with the landowner to arrange a date for the fibre provider to access the area and install the leased line. Barring any unforeseen delays, the fibre provider will install the leased line to provide transmission to the mast by the end of next week. We expect the mast to be on-air by the end of May, which will restore full service to the area.

We will keep you updated on this post

We are aware of a signal issue that is affecting some of our customers in the Thurston area. Our mast in the area had to be removed from the existing site in March 2023, as this was requested by the landowner. Our engineers began looking for a new location as soon as we were made aware our equipment had to be removed, and we have located a new area.

We have completed the required designs and surveys to make sure the land will be suitable for the equipment, and our engineers have built the equipment needed for the new mast. We are working with the fibre provider to install a leased line to provide transmission to the site. Once we have a date to access the area and all work is completed, we will confirm an approximate on-air date for the new mast.

We’re sorry for any inconvenience caused. In the meantime, you may be able to use WiFi Calling to make and receive calls and texts over a WiFi connection.

For information on who can use WiFi Calling and how to set up this service, please see our EE WiFi Calling: All you need to know, article.

Re: Coverage in Thurston

Natnee — Wed, 05 Apr 2023 13:46:06 GMT

Thank you for the information. Sadly customer services were not aware of the above when I called last week when there was no signal.

I appreciate it's hard to say, but are we talking weeks or months before signal is back?

Re: Coverage in Thurston

James_B — Wed, 05 Apr 2023 14:25:45 GMT

Hi @Natnee,

Welcome to the EE Community. 🙂

Please keep an eye on this post as we'll be updating it as and when we receive new information.

James

Re: Coverage in Thurston

Joners — Thu, 06 Apr 2023 16:13:06 GMT

This situation really annoys me, this is just bad planning and customer service from EE.

The 'old' mast that has now been removed was located next to the Granary shops, opposite the Co-op. EE built a new tower (located in the carpark of the New Green) last summer. When I spoke to EE Business support earlier in the week they advised me that they are currently waiting on the local council to approve permission to get the fibre optic cable run in. It seems that this is going to need a dig in the road and some temporary lights to be put up. EE cant provide a timetable because they are waiting on the council. I don't understand why EE didn't manage to get the fibre installed in the last 7+ months well in advance of the old tower being removed.

When I asked the customer service rep not to be billed for the loss of service (i literally have no signal anywhere in Thurston) they offered me 25% off my monthly bill. So i now have the privilege of paying EE for service that they cant provide.

@Leanne_T @James_B Please feel free to correct any of the above if i have it wrong. Im just going off of what ive been told by the customer service reps.

A happy chappy patching in the new mast August 2022

Re: Coverage in Thurston

Annabel16 — Fri, 07 Apr 2023 14:50:18 GMT

I've been given a date by someone in EE customer service of June 23 when a new mast will be operational. Can you confirm please or give an alternative date ?

Re: Coverage in Thurston

bristolian — Fri, 07 Apr 2023 14:56:44 GMT

Go-live dates for new network sites are well-intentioned but can never be guaranteed. They are rarely known outside the teams immediately responsible.

Re: Coverage in Thurston

Annabel16 — Fri, 07 Apr 2023 15:31:19 GMT

I'm sure that's right. But it's depressing if anywhere near correct as it means that many people in our large village will be without a signal for months rather than weeks.

Re: Coverage in Thurston

NB15100 — Mon, 22 May 2023 08:59:50 GMT

Now that we are nearing the end of May when this is due to be completed by, is it still on track and is there a confirmed date available now?

Re: Coverage in Thurston

Leanne_T — Fri, 26 May 2023 14:59:47 GMT

Hi there @NB15100

The main post has been updated with the latest information.

Leanne.

Re: Coverage in Thurston

floppyplop — Fri, 02 Jun 2023 13:01:56 GMT

Hi @Leanne_T

I don't suppose there's been any word of this being completed today?

Re: Coverage in Thurston

Leanne_T — Thu, 08 Jun 2023 13:20:43 GMT

Hi @floppyplop

The main post has been updated with the latest information.

Leanne.

Re: Coverage in Thurston

Strikesbac — Mon, 12 Jun 2023 14:00:23 GMT

"We expect the mast to be on-air by the end of May, which will restore full service to the area."

"We expect the mast to be on-air by the middle of June."

"Barring any unforeseen delays, we expect the mast to be integrated onto the network and on-air by the end of June. "

Ahh, who cares, its only your customers that you're hurting.

Re: Coverage in Thurston

Strikesbac — Mon, 26 Jun 2023 09:40:02 GMT

So we are at the end of the month, any update on when/if we can expect a working mobile service?

I found out that Three are using the same tower as EE. Only it seems that Three managed to get their service up and running 10 days ago whilst those of us on EE are still waiting.

It’s been months.

Re: Coverage in Thurston

mawallace — Fri, 30 Jun 2023 13:01:03 GMT

@Leanne_T It's the end of the month and it appers that the mast is not in operation.

Is there any reason why? Really thinking of ditching EE

Re: Coverage in Thurston

floppyplop — Fri, 30 Jun 2023 14:18:49 GMT

The Three service is working but only in a limited context. Was hoping it would reach Tostock but I guess we're not that lucky.

Surprised EE haven't got their service live.

At least you've got WiFi calling as far as your front door 😅

Re: Coverage in Thurston

Strikesbac — Sat, 01 Jul 2023 06:41:19 GMT

Happy July!

Can we look forward to hearing about the “unforeseen delays” which caused another deadline to be missed.

Any chance service will be up and running this year?

Re: Coverage in Thurston

Annabel16 — Sat, 01 Jul 2023 08:08:53 GMT

Would be good to hear something from EE . No service, no information !

I've had a refund from them for the last 2 months and I'll be ringing them
again today for a further refund.

Re: Coverage in Thurston

StephenM2810 — Sat, 01 Jul 2023 09:24:03 GMT

Looks like this has finally been sorted. After reporting the issue months ago and being told that I’m out of contract and can go to another provider if I wasn’t happy with the service, and only receiving 1 month compensation as a “gesture of good will”, I’m glad to finally be able to use my phone outside of my home Wi-Fi.

Re: Coverage in Thurston

Strikesbac — Sat, 01 Jul 2023 10:36:57 GMT

I can confirm, 4G is back. What an absolute joke of a company. When I phoned up to complain I got offered 1/3rd off my bill for a month. Too little too late, my number transfers to Vodafone next week.

Re: Coverage in Thurston

BojIT — Fri, 14 Jul 2023 12:28:47 GMT

I'm with BT Mobile which uses the EE infrastructure, not seeing signal increase. I'm 200mtrs from mast.