topic Re: Coverage in Redbridge in Mobile Network discussions

Coverage in Redbridge

Leanne_T — Thu, 20 Jul 2023 16:37:52 GMT

Update: 20 July 2023

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

We will continue to monitor performance in the area.

Update: 11 July 2023

Our engineers are expected to complete building the equipment needed for the new mast by the beginning of this week. Once the build is completed, we can start integrating the mast onto the network. Barring any unforeseen delays, we expect the mast to be on-air by the end of July.

We will keep you updated on this post.

Update: 08 June 2023

Over the past month, our engineers have started building the equipment needed for the new mast and expect the equipment to be built by the beginning of July. Once the build is completed, we can start integrating the mast onto the network. Barring any unforeseen delays, we expect the mast to be on-air by the end of July.

We will keep you updated on this post.

Update: 11 May 2023

Over the past month, our engineers have been working with the landowner to access the area and start building the equipment needed for the new mast. Unfortunately due to logistical planning we have experienced a slight delay starting the build. We expect all planning to be completed by the end of next week and the build to start by the end of May. Barring any further unforeseen delays, we expect the mast to be on-air by early July.

We will keep you updated on this post.

We are aware of a signal issue that is affecting some of our customers in the Redbridge 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. Our engineers are working with the landowner to arrange access to the area to start building the equipment needed. Barring any unforeseen delays, we expect the new mast to be on-air by the end of May, restoring full service to the area.

We will keep you updated on this post.

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 Redbridge

H51NGH — Fri, 07 Apr 2023 10:26:54 GMT

Thank you for sharing the information above. This issue issue has been occurring since 27th March and you are only informing your customers now? I've reported the issues 4 times and spoken to your team and I've always had the same response that the engineers are looking into it and then receive a text below

Network update: We could not find a problem in IGX XXX. This may have been a one off and we therefore recommend you restart your device.

So basically the text response received is rubbish because clearly you have mentioned above that there is an issue. Why are customers provided false information? And not shared?

How are we going to be compensated? Half price for rest of the year? You can't guarantee the tower will be live by end of May.

Re: Coverage in Redbridge

Haf7sa — Fri, 14 Apr 2023 10:58:04 GMT

I am getting very frustrated about this ongoing situation, as i am unable to check emails or do anything from my phone or even use my mobile for other apps. I called on 30th and March and was told there is a problem and engineers were working on it and would be sorted. I then got a text on the 31st March saying the problem was fixed when it wasn't. I called again on 1st April and was compensated for that months bill, but am now hearing this problem is going to continue until the end of May!

I don't understand why the communication at EE is so poor when I have one phone call telling me one thing and another saying it's an ongoing issue.

You should compensate peoples bills until the issue is resolved and provide them with another service such as a pay as you go sim already prepaid from a network that isn't having problems until the issue is resolved.

Re: Coverage in Redbridge

Mangs — Sun, 16 Apr 2023 14:14:01 GMT

End of May? That is 3 months without service! I struggle to work from home because I can't make the calls I need to and wifi calling keeps cutting in and out. My whole family are paying monthly bills to EE and have no use of the service.

Re: Coverage in Redbridge

bristolian — Sun, 16 Apr 2023 15:18:53 GMT

WiFi-calling is quite capable of stable & reliable calls, but is only as good as the underlying broadband & wireless connection.

Re: Coverage in Redbridge

Reddevil786 — Thu, 20 Apr 2023 15:29:52 GMT

This is grossly unfair in customers who are in effect left with paying in some cases over £100 a month for what? Service is non existent /absolutely unusable, I believe this is a breach of contract on EE’s part due to the 3 month delay to restoring any decent service.

re compensation, I have been told I cannot back claim which is incorrect and need EE to know that their staff are so useless sometimes with the information they spout out. Logic tells you that if the issue happened from March until end of May, customers should be compensated accordingly but no, EE advisors seem to think they know better.

they keep closing my complaints automatically without any checking to see if the matter is actually resolved. They expect me to raise a new one every time, even though the issue is ongoing and has never been resolved as an actual mast has been taken down, it’s not a service glitch but an actual physical mast removed and no replaced.

I will be taking this to the Ombudsman

Re: Coverage in Redbridge

Sk748 — Fri, 21 Apr 2023 21:53:04 GMT

Cant believe no network for estimating over 2 months! Wifi calling is still difficult to connect with. Cant to nothing when im home or local. And the fact that ee dragged to eventually tell us the truth of what is going on, as when i initially called about the problem, they were blaming it on my simcard being the issue. Really annoyed about this whole experience.

Re: Coverage in Redbridge

SM445 — Wed, 03 May 2023 17:49:00 GMT

Extremely disappointed on being led to believe this a minor problem when clearly it isn't - It's been months yet still not resolved. Redbridge may be an affected area but I find it funny how I was told all the areas I visited in since this issue become apparent including out of London, apparently there's engineering problems in those areas as well??!

Been with EE over a decade and never had 1 issue until now, really needs to be sorted guys

Re: Coverage in Redbridge

Najeebster — Wed, 10 May 2023 12:27:53 GMT

10 days into May and no sign of signal improvement.

@Leanne_T - any update on the deployment of the new mast?

Re: Coverage in Redbridge

Reddevil786 — Wed, 10 May 2023 12:45:45 GMT

@Leanne_T we urgently require an update, we are suffering every minute of every day with this issue and to not have updates is absolutely unacceptable

Re: Coverage in Redbridge

Leanne_T — Thu, 11 May 2023 13:36:50 GMT

Hi everyone.

We have updated the main post with the latest updates for the area.

Leanne.

Re: Coverage in Redbridge

Sk748 — Sat, 03 Jun 2023 13:00:46 GMT

I STRONGLY SUGGEST TO ALL EE CUSTOMERS TO RAISE A COMPLAINT AND TO KEEP THE COMPLAINT OPEN UNTIL THE PROBLEM HAS BEEN RESOLVED.

DEMAND TO BE COMPENSATED TOO.

THIS IS TOTALLY UNACCEPTABLE FROM EE, LACK OF COMMUNICATION, BEING TOLD INCORRECT INFO FROM EE CUSTOMER SERVICE, AND THIS PROBLEM GOING ON FOR OVER 2 MONTHS!

Re: Coverage in Redbridge

Ayshaaa12 — Tue, 06 Jun 2023 19:55:37 GMT

I AGREE 100% it’s been going on for way too long now and I can’t receive or make any calls.

Re: Coverage in Redbridge

Reddevil786 — Tue, 06 Jun 2023 20:02:35 GMT

@Leanne_T @Please could you provide an update. We are all clearly struggling here. Very disappointed for the ‘slight’ delay from End of April until beginning of July. This isn’t a slight delay this is over a month. We need to know if as per your last post, the planning has all been completed and build work is on track?

Re: Coverage in Redbridge

Reddevil786 — Tue, 06 Jun 2023 20:05:40 GMT

I lodged a complaint, EE closed it. Same again and again and again. They are hell bent on closing my complaint before the actual signal issue resolution. They appear to think that by simply putting a credit on the account, this will resolve the complaint. How ridiculous, no compensation for the actual problem we have faced just a credit for the service they can’t actually provide at the moment, this is appalling EE. @Leanne_T

Re: Coverage in Redbridge

James_B — Wed, 07 Jun 2023 06:57:06 GMT

Hi @Reddevil786,

Please keep an eye on the original post, where we'll be posting the latest updates as and when we receive them.

James

Re: Coverage in Redbridge

Reddevil786 — Wed, 07 Jun 2023 07:27:46 GMT

Hi James, thanks for your comment but it’s not useful as we all get notified when the original post is updated. The reason for my update request was because we haven’t been updated in over a month and we have passed some deadlines that @Leanne_T set out in her last post. So I suggest if you haven’t been given an update you seek one proactively to ensure parts of the work that should have already been completed as per latest update, are actually completed. Put yourselves in our shoes, we have next to no phone signal 24 hours a day for over 3 and a half months now and you are expecting us to just simply wait for a month without an update? Unacceptable.

Re: Coverage in Redbridge

James_B — Wed, 07 Jun 2023 07:35:10 GMT

Hi @Reddevil786,

I understand your frustration and apologise for any inconvenience caused. The estimated on-air date for the new mast is early July and we'll update the post if there are any indications that this is going to change.

Have you checked to see if your phone supports WiFi Calling to help with coverage in the meantime?

James

Re: Coverage in Redbridge

Jay473 — Fri, 30 Jun 2023 11:14:24 GMT

Did anyone else receive a text from EE claiming the work your area have been fixed? My coverage is still diabolical.

Re: Coverage in Redbridge

Reddevil786 — Fri, 30 Jun 2023 11:33:26 GMT

No text received but I did used to receive them whenever I signed up to updates on the network problem tool thing. Coverage non existent for me still and the latest update by @Leanne_T in early June sneakily changed the planned resolution date to end of July from what was previously beginning of July.

EE HAVE TO KNOW THAT WHAT THEY HAVE DONE HERE IS NOTHING SHORT OF DECEPTION, AND ABSOLUTELY DISGUSTING CUSTOMER SERVICE. March to end of July (if we can trust them with that) is 5 months. I think each and everyone of us should receive actual compensation in the form of money for the severe inconvenience and contractual breach on EE’s part. Not just money back for services we can’t actually use…. @Leanne_T please can you clearly tell us in advance if there will be any further delay without just sneaking it into your update without even an apology for the delay….