topic Re: Terrible network in the South West in Mobile Network discussions

Terrible network in the South West

ericaesme — Wed, 27 Sep 2023 09:25:34 GMT

Hi, anyone else having trouble with their signal in the South West? Me, my husband, and our employee (amongst others) have experienced really bad signal for a few months now - we get cut off all the time and can't hear each other. We've had to use Whats App calling all summer. It's incredibly frustrating and ridiculous. Vodafone seems much better - any thoughts?

Re: Terrible network in the South West

Leanne_T — Wed, 27 Sep 2023 11:44:40 GMT

Hi @ericaesme

Thanks for coming here.

Could you pop your postcode into our coverage checker and hit 'check status' please? It'll let you know if we're aware of any problems in your area.

Leanne.

Re: Terrible network in the South West

bristolian — Wed, 27 Sep 2023 12:04:10 GMT

The South West covers quite a large area! Does VoLTE/4G-calling show on-screen when your calls drop?

You can report localised issues on the link posted above, selecting "check status"

Re: Terrible network in the South West

BrendonH — Wed, 27 Sep 2023 12:56:07 GMT

Where you classing as south west?

I have serious signal issues in Forest of Dean. Before people say oh trees will effect signal. The mast I connect to and always have connected to have a straight run within the valley with no trees. It's just they have degraded the mast here and won't admit it. It's not just me in the area on EE with worse signal.

Re: Terrible network in the South West

Linnielooloo — Wed, 27 Sep 2023 13:04:00 GMT

Being honest with you my husband and I are experiencing the same and we live in Caerphilly!! I believe this lack of service is across the country. EE are quire happy paying for expensive adverts staring Kevin Bacon instead of concentrating on providing a decent service. I do not want to land a plane I just want to make a call!! Good luck

Re: Terrible network in the South West

bristolian — Wed, 27 Sep 2023 17:18:28 GMT

@BrendonH wrote:

It's just they have degraded the mast here and won't admit it. It's not just me in the area on EE with worse signal.

Conscious that this thread was started by ericaesme and responses should predominantly be to assist them.

I'm interested in the basis for claiming intentional degradation of service in any location, there would be no benefit gained by an operator in doing that.

Networks want the best overall service and sometimes optimisation activity can mean a degradation for some to achieve a greater overall result.

Re: Terrible network in the South West

BrendonH — Thu, 28 Sep 2023 17:52:37 GMT

Any degradation for anyone is not acceptable. There are many within this area of Forest of Dean that has suffered. EE did some work to the 2 local masts and the signal has been near enough non existent since

EEs executive team response to me was to leave to go to another network. They don't care for loyal customers they just want to gain new ones.

Companies need to learn to look after the regular customers as you have them through the door already. A company can't exist on just new customers because new customers will run out eventually.

Re: Terrible network in the South West

bristolian — Thu, 28 Sep 2023 18:45:45 GMT

I'm none the wiser as to what the issues are, but conscious that @ericaesme started this thread and hasn't responded to queries about their issue.

Re: Terrible network in the South West

ericaesme — Thu, 05 Oct 2023 10:21:38 GMT

Hi Leanne,

This was the first thing I did and what a surprise - no known problems apparently. This has been going on for 2-3 months now; calls just stop working mid-way through, or don't even connect to start with. I use my phone for business and I've had multiple customers mention by email that they've tried calling but it doesn't work / doesn't even ring. It's maddening and you're not doing anything about it. The problem has been extremely noticeable as all three of us are experiencing it, so it's not in my imagination. Try to leave EE and you'll charge me an early-exit fee, it's ridiculous. If you can't provide the service, we shouldn't have to pay.

Re: Terrible network in the South West

ericaesme — Thu, 05 Oct 2023 10:22:50 GMT

We're in Bath/Bristol area. There's been a noticeable difference since around June time. Calls just don't connect and when they do we're lucky if we get 1-2 minutes in before they cut off. It's infuriating!

Re: Terrible network in the South West

ericaesme — Thu, 05 Oct 2023 10:23:30 GMT

Exactly!! They are not providing a good enough service but happy to keep taking our money!! Really riles me.

Re: Terrible network in the South West

ericaesme — Thu, 05 Oct 2023 10:26:53 GMT

I did and thank you for your responses. It seems to be exactly the same problem as BrendonH - we're aware of some work done to masts and since then, there's been a very noticeable change in our signal. Calls don't connect, we get cut off and customers (as I use my phone for business) have said that they've been unable to get through. I've replied to EE above as well but extremely doubtful they'll do anything except keep taking my money. I understand what you're saying that it's not in their interest to degrade the service but we live in Bath so you would think they might prioritise a city....obviously not!! Really poor and I'm at a loss as to what to do.

Re: Terrible network in the South West

bristolian — Thu, 05 Oct 2023 10:59:06 GMT

Multiple replies from the OP, but just to mention a few points.

Firstly, I don't think any specific geographical area is treated as a priority, to do so would imply that other locations are less important. Customers in those locations wouldn't appreciate that, I suspect.

I have personally experienced some of the symptoms described, but don't believe them to be solely an issue on the access layer (network radio sites, in common terminology). There's nothing inherently wrong with changes in signal level - this is just an onscreen guide and two phones can display different bars for the exact same signal.

Does VoLTE (4G-calling) display onscreen when you have these problems? When connected to an IMS-layer (4G/WiFi-calling), service should be reliable, however I have seen issues when phones drop off VoLTE/VoWiFi when those should be active.

Ultimately, users should report these call issues - initially via the "report a problem" section of the webtool, and latterly via CS. It may require persistence, and I sympathise.

Re: Terrible network in the South West

ippylad — Thu, 05 Oct 2023 11:20:42 GMT

@ericaesme I was recently in the Bath Bristol area and had it show 4/5G and wouldn't connect calls. There are many reasons why calls wont connect. And whilst people may have similar issues it is not always the same issue, so when trying to resolve any issues or discuss it with EE it's always best to just work on your own findings and experience.

EE/BT do a lot of trials on their network in the background, to ensure that they try and minimise any disruption before they make any changes to the way the network works. One of the ways is to use consumer testing for network trials ( I am currently on one) But unfortunately cell site updates happen, and not always for the best.. my advice would be to give them as much info as you can for example...

When people call you, does it go straight to voicemail or does it hang then goto voicemail? When you call people note how many bars are showing and what type of signal 3/4/5G. Does it always drop calls? Does it ever connect calls? You mentioned having to use What's App calling, did wifi calling not work? Can you use data ok or does that fail also?

If your mobile shows that you have 5G can you turn 5G off and will 4G allow calls? What brand mobile are you on?

This will remove them being able to blame the handset, or user error, and it will help them being able to raise a fault.

I honestly don't think EE wants to loose any customer, retention is key for any network. But if you can't get a signal then either get a deadlock letter from EE if your still in contract to move, but ensure that you tell them you want to port out your number before any cancellations so that you don't loose your number.