topic How to report Network Issues? in Mobile Network discussions

How to report Network Issues?

Tim1555 — Mon, 02 Oct 2023 11:46:31 GMT

I live in a small village in Wales that has never had any phone signal, up until about six weeks ago. After living here for about 12 years EE finally put an antenna onto a new ish (sat there for 5 years with nothing on it) emergency network mast. This was great, we went from no signal whatsoever to a strong 4g signal giving 100mb+ connection. However about a week ago the signal was seemingly turned off and I can't find any way to reach someone to find out what is happening. Is this permanent or just a glitch?

The coverage tracker isn't much use as the coverage map shows the antenna, as there is 4g signal shown eminating from the tower, based on the shape of the available signals and the valleys around us. The status checker however says its a area with no signal.

This is pretty infuriating as we have awful landline internet in the village 2-4mb for the most part so when the phone signal arrived I swapped one of my sites internet to a 4g router which arrived the day the phone signal was turned off.

Its worth noting that the tower in question is on my land so I am pretty aware of the work that has been done on the tower recently.

Any advice would be greatly appreciated.

Re: How to report Network Issues?

XRaySpeX — Mon, 02 Oct 2023 11:55:04 GMT

Have you Checked Status of the Network Status Checker there and reported your problem via that link?

Re: How to report Network Issues?

Tim1555 — Mon, 02 Oct 2023 12:08:39 GMT

Thanks for the response, As mentioned in the original post the coverage checker says there is signal there but the status checker says there isn't.

Where is the option to report a problem, I can see an option to save it as one of my places but not anywhere to report an issue.

Re: How to report Network Issues?

XRaySpeX — Mon, 02 Oct 2023 12:22:02 GMT

Fill in postcode & phone model > Check Status > Report a problem

Re: How to report Network Issues?

Tim1555 — Mon, 02 Oct 2023 12:31:54 GMT

There isn't an option to do that if the status checker says there is no signal there, you can check it for your self postcode is SY10 0HA.

Re: How to report Network Issues?

XRaySpeX — Mon, 02 Oct 2023 12:41:33 GMT

I see what you mean. Poor! Contradictory!

Re: How to report Network Issues?

bristolian — Mon, 02 Oct 2023 15:01:06 GMT

The two checkers search different databases, it's not impossible (although unusual) for recent site activations to be out of synch.

If the coverage checker predicts good service, then this site is intended to open for commercial users not just ESN.

Re: How to report Network Issues?

Tim1555 — Mon, 02 Oct 2023 17:21:18 GMT

To reiterate the point of this post, how do you report a network outage? As we have determined it can't be done through the status checker.

Re: How to report Network Issues?

bristolian — Mon, 02 Oct 2023 17:39:18 GMT

Contacting CS on 150 is the best bet.

Re: How to report Network Issues?

Tim1555 — Tue, 03 Oct 2023 09:40:45 GMT

Yeah I figured that would be the answer but was trying to avoid it because of how poor the service is on 150.

Re: How to report Network Issues?

Tim1555 — Tue, 03 Oct 2023 14:45:26 GMT

Managed to speak to the right person using 150 and the new web/text based system. Took a bit of texting back and forth but not too bad, then got a call from an engineer. They are aware of the issue and someone is scheduled to go look at in a week or so.

Will have to see what happens but at least its a known problem that they are intending to fix.