topic Re: No information when network down in Mobile Network discussions

No information when network down

Circular — Fri, 16 Jun 2023 14:05:15 GMT

Why do EE choose to give no information when they have an outage? I’m sure it would only take a day or two to hook up their internal automated systems to an API that their customer facing tools could use. It’s a poor show to hide behind we’re investigating.

also why is it almost impossible to report outages?

Re: No information when network down

Mustrum — Fri, 16 Jun 2023 14:26:01 GMT

@Circular have you really thought about this?

Who would they tell, and how?

I imagine only those in the affected area would be interested, but of course they would be unable to get a message.

The Check Status allows you to easily report a fault as well as know if others have been reported in a specific area.

https://coverage.ee.co.uk/coverage/ee

Re: No information when network down

Circular — Fri, 16 Jun 2023 14:48:21 GMT

Thanks for your condescending response. I’ll check out the link for reporting issues thanks. With regard to the status then clear those affected would want to know and those who understand a little more would clearly expect to see more than a suggestion that something is being looked in to. As the networks are able to have issues identified to them it wouldn’t take a great leap to provide users with slightly more useful and informative feedback.
Feel free not to want to see improvements in CX.
You may be interested to know that they do already provide a service status registration for an area that you register to, so they are already doing some of what I’ve not thought about. I’m simply suggesting the information is just not quite enough.

Re: No information when network down

Circular — Fri, 16 Jun 2023 14:51:10 GMT

I couldn’t find the reporting bit. Where abouts is it?

Re: No information when network down

Mustrum — Fri, 16 Jun 2023 14:56:37 GMT

Did you actually put in some information so you could check the status?

No known problems in BHxx xyy

Network should be fine here. If you're having problems, flag it up and we'll investigate. Problems reported in the last hour may not appear straight away.

Report a problem

Re: No information when network down

bristolian — Fri, 16 Jun 2023 15:05:42 GMT

Proactive notifications of unplanned outages are inherently difficult in mobile because of its nature. Users registered in one location are not necessarily physically there.

The "My places" facility on the status tool provides the functionality required here.

Re: No information when network down

Circular — Fri, 16 Jun 2023 17:07:12 GMT

Thanks. That is all ok. The issue I have is of information about a current outage and an ability to ensure that a case is logged against my account.
The other chap mentioned about reporting being available on the status checker but this isn’t possible for a known issue. I’ve subscribed for updates but alas EE have issued no updates.
If users were at least able to continue to report the issue then they might think there was half a hope of an engineer sorting things out.
As for the current outage it’s behaving like someone keeps turning things off and on again and watching it fall back over. 🙂

Re: No information when network down

bristolian — Fri, 16 Jun 2023 17:30:11 GMT

If a fault is recognised and known, then there's no need to report it.

Re: No information when network down

Circular — Fri, 16 Jun 2023 18:00:19 GMT

Turns out there is. Following a call back from EE we’ve been able to clarify that two masts are down that cover the local area. Also it helps to ensure that appropriate recompense is made when the issue is eventually addressed.

Re: No information when network down

Chris_B — Fri, 16 Jun 2023 19:06:23 GMT

@Circular If there was a mast that developed a fault how can EE pre-warn customers of this? A fault on on mast can happen at anytime without warning and you think EE should notify customers before hand. Technology is good but it’s not that good.

Re: No information when network down

Circular — Fri, 16 Jun 2023 20:26:46 GMT

Nothing mentioned about pre warn on my part but thanks for your considered response 🤦‍♂️

Re: No information when network down

Leanne_T — Sat, 17 Jun 2023 06:13:31 GMT

Morning @Circular

Thanks for registering for updates on the status checker, once the network team have further details they will send you an update.

Thanks 🙂

Leanne.

Re: No information when network down

Maxpower1 — Wed, 05 Jul 2023 19:34:40 GMT

You say that, but I have been getting daily updates for a week now, and they are really useful (lol).
they inform me that there is a problem locally and should be fixed in 16 hours !! .
interesting it’s the same 16 hours that I am being informed of each day. I hate being treated like an idiot. Surely they can come up with a realistic and true assessment of what the issue is and what they are doing about it along with a fairly precise time scale, not something just plucked out of the air.
interestingly my IPad is on the same account, (different number).and informed that it suffers from the same issue.
I turn off all WiFi and yet get in excess of 250 mbs. how can this be explained. I am totally fed up with EE and unless it’s sorted quickly they will lose my business.

Re: No information when network down

Chris_B — Wed, 05 Jul 2023 19:52:14 GMT

@Maxpower1 You can connect to other masts not just the one that’s being reported to you as faulty. Depending on where that mast is located EE engineers might need to get permission from the landowner to go to that mast they cannot just access it without permission. So if they are wanting on permission it’ll take longer to rectify. Once they can access a mast they need to see what’s wrong with it and maybe acquire parts this then makes the waiting time even longer.

Re: No information when network down

Maxpower1 — Wed, 05 Jul 2023 20:03:13 GMT

I can accept part of what you say, but surely every mast must have all the
relavent information held on file, including contact arrangements with site
owners under normal and emergency instances, also details of what equipment
is in the mast and the availability of spares which are normally modular
and can be replaced in a short amount of time. If none of these are in
place then one must look seriously at how they are being managed.

Re: No information when network down

bristolian — Wed, 05 Jul 2023 20:32:42 GMT

The fix times offered by the status checker are an estimate based on the fault nature, and operators have to decide whether to offer an estimate (which may slip) or not (and frustrate users who want one). It's a balancing act, the vast majority of faults are rectified in target time, but there will always be some that aren't.

There can be numerous reasons for fault times slipping - access issues are one, but there may also be others such as additional issues coming to light. Fault restoration slippages can be frustrating for all concerned (I've experienced the 16hour advice myself), but there's certainly no intentional delays.