topic Re: Coverage in Stanley in Mobile Network discussions

topic Re: Coverage in Stanley in Mobile Network discussions https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337455#M31605 <P>All, I believe Ofcom says it expects providers to deal "fairly and sympathetically" with customers who have signal issues because of mobile problems - for example, if a provider switches off a mast or there are faults on the network. In these circumstances, the customer should be offered compensation or be allowed to the leave the contract early without penalty.</P><P>I have phoned EE customer service a number of times using the landline number number starting 0800... I couldn't use the 150 number on my phone due to no signal!</P><P>I have chosen to leave EE as soon as possible I cannot make calls to my elderly mother who relies on her phone to keep in touch with friends and family but is pretty much isolated at the moment, she is a resident at Stanley Court. Hopefully new SIM cards for a different network will arrive in the next day or so and I will be able to switch over.</P><P>Mobile service provision for EE has been extremely poor and I am very annoyed that EE sold me two SIMS without being able to provide a service.</P><P>Tim</P><P> </P><P> </P><P> </P><P> </P><P> </P><P> </P> Wed, 13 Dec 2023 21:44:17 GMT Troy666 2023-12-13T21:44:17Z Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1336915#M31574 <DIV> <P><SPAN data-olk-copy-source="MessageBody">Update: </SPAN><SPAN>24 April 2026</SPAN></P> <P><SPAN>Over the past few months, the fibre company has been working with the site provider to agree a date to access the area and install the leased line needed for the transmission. Our engineers are looking at alternative options for the transmission to integrate the mast onto the network and restore service to the area.</SPAN></P> <P><SPAN>We will keep you updated on this post.</SPAN></P> <HR /> <P class="x_elementtoproof"><SPAN data-olk-copy-source="MessageBody">Update: 08 January 2026</SPAN></P> <P class="x_elementtoproof"><SPAN>Over the past few months, the power company has installed the power supply. We are working with the Fibre company to access the area and install the leased line needed for the transmission. Once the leased line has been installed, we can start integrating the mast onto the network and confirm an approximate on-air date for the new mast. </SPAN></P> <P class="x_elementtoproof"><SPAN>We will keep you updated on this post. </SPAN></P> <HR /> <P class="x_xmsonormal"><SPAN data-olk-copy-source="MessageBody">Update: 07 November 2025</SPAN><SPAN> </SPAN></P> </DIV> <P class="x_xelementtoproof"><SPAN>Over the past few months, our engineers have built the equipment needed for the new mast and we expect the power to be installed in the next week. Once the power supply has been installed for the transmission needed for the new mast, we can start integrating the mast onto the network and confirm an approximate on-air date for the new mast.</SPAN></P> <P class="x_xelementtoproof"><SPAN>We will keep you updated on this post. </SPAN></P> <HR /> <P class="x_MsoNormal"><SPAN data-olk-copy-source="MessageBody">Update: 23 June 2025</SPAN><SPAN> </SPAN></P> <P class="x_MsoNormal"><SPAN>Over the past few months, our engineers have had planning approved and the equipment build has started for the new mast. Once the build is complete, we can start integrating the mast onto the network and confirm an approximate on-air date for the new mast. </SPAN><SPAN> </SPAN></P> <P class="x_MsoNormal"><SPAN>We will keep you updated on this post. </SPAN></P> <HR /> <P>Update: 18 March 2025</P> <P>Over the past few months, we have completed legal steps to legally acquire the land from the site provide. Our engineers are currently planning the build of the equipment and once the plans have been completed, we will work with the site provider to arrange a date to access the area and start building the equipment. Once we have a date for the build to start, we can confirm an approximate on-air date for the new mast.</P> <P>We will keep you updated on this post.</P> <HR /> <P>Update: 14 November 2024</P> <P>Over the past few months, our engineers have been continuing with legal negotiations to legally acquire the land from the site provider. Pending a positive outcome from the legal steps, we can start building the equipment needed for the new mast and confirm an approximate on-air date.</P> <P>We will keep you updated on this post</P> <HR /> <P>Update: 07 June 2024</P> <P>Over the past few months, our engineers have started legal negotiations with the site provider to legally acquire the land and start building the equipment needed for the new mast. Pending a positive outcome from the legal steps, we can start building the equipment needed for the new mast and confirm an approximate on-air date.</P> <P>We will keep you updated on this post.</P> <HR /> <P>Update: 19 January 2024</P> <P>Over the past month, our engineers have accessed the area and completed designs and surveys of the area and submitted these to the site provider for approval. Pending a positive outcome from the surveys and designs, we will begin steps to legally acquire the land from the site provider. Once all legal steps have been completed, we can start building the equipment needed for the new mast and confirm an approximate on-air date for the new mast.</P> <P>We will keep you updated on this post.</P> <HR /> <P>We are aware of a signal issue that is affecting some of our customers in the Stanley area. Our mast in the area had to be removed from the existing site in December 2023, as this was requested by the landowner.</P> <P>Our engineers have located a new area for the mast to be installed, and we are currently carrying out surveys at the site to make sure the area will be suitable for the equipment. Once all surveys are complete, we will begin steps to legally acquire the land from the site provider. Once all legal steps have been completed, we can start building the equipment needed for the new mast and confirm an approximate on-air date for the new mast.</P> <P>We will keep you updated on this post.</P> <P>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. </P> <P><SPAN>For information on who can use WiFi Calling and how to set up this service, please see our <A href="https://ee.co.uk/help/mobile/manage-use/using-phone-features/use-wifi-calling" target="_blank" rel="noopener">Using WiFi Calling  Help page.</A></SPAN></P> Fri, 24 Apr 2026 11:23:04 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1336915#M31574 Leanne_T 2026-04-24T11:23:04Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337051#M31580 <P>Leann_t</P><P>This is most disappointing. I have been complaining about the lack of signal in the dh90ps area ever since I ordered some SIM cards from EE. At no point during the order process (early Dec 2023) or subsequent conversations did anyone mention the fact that EE didn't have a working mast in the area to support phone calls. EE were however, quick to take the money out of my bank account even though it appears they couldn't  offer the service to an acceptable level of provision.. I do not have the option of Wifi calling and have been left with two SIMs that are struggling to make calls to each other.</P><P>If EE had been more honest and informed me about this issue I would have not purchased the SIMs .  Looks like I will have to go through the process of porting my number to another provider.</P><P> </P><P> </P><P> </P> Tue, 12 Dec 2023 22:23:39 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337051#M31580 Troy666 2023-12-12T22:23:39Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337357#M31589 <P>What does this mean for our bills?</P> Wed, 13 Dec 2023 18:11:27 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337357#M31589 Lozza29 2023-12-13T18:11:27Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337366#M31590 <P>Well I hope I won't be getting charged for any bills. This is effecting my greatly with my carers and district nurses calling etc. </P><P>this has been on going for over 3 months I called a few weeks ago </P> Wed, 13 Dec 2023 18:25:09 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337366#M31590 Lauren199507 2023-12-13T18:25:09Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337373#M31591 <P>Hi I just want to say how disappointed  I am with the service  my calls are constantly  dropping all the time. I feel I'm paying for a service and not getting the best. I had this problem with my previous  contract  with yourselves  I thought I would give my new contract ago and stay with ee    but I'm so much regretting it.     After this contract comes to an end next time   my contract   my sons  and mam and dad's will  not be renewed. I have had enough of the poor service and very poor signal       very dissatisfied     customer          tracy oldfield</P> Wed, 13 Dec 2023 18:50:33 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337373#M31591 Trace1311 2023-12-13T18:50:33Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337404#M31595 <P>Yes Tracy especially when working in care. I used to I actually think I worked with you.  I'm now in a wheelchair and have carers and they can't contact me and I can't contact them either. I don't think anyone who's got no signal should be paying there bills until everything is sorted </P> Wed, 13 Dec 2023 19:43:13 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337404#M31595 Lauren199507 2023-12-13T19:43:13Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337405#M31596 <P>So what are you going to do to look <SPAN>after your customers? <BR />I cannot carry on only having signal when I’m in the house and connected to internet. Are you going to allow me to leave EE without any penalty? </SPAN></P> Wed, 13 Dec 2023 19:43:40 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337405#M31596 RH273 2023-12-13T19:43:40Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337436#M31602 Lauren how are you it's ridiculous having to pay and not get service Wed, 13 Dec 2023 20:34:50 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337436#M31602 Trace1311 2023-12-13T20:34:50Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337455#M31605 <P>All, I believe Ofcom says it expects providers to deal "fairly and sympathetically" with customers who have signal issues because of mobile problems - for example, if a provider switches off a mast or there are faults on the network. In these circumstances, the customer should be offered compensation or be allowed to the leave the contract early without penalty.</P><P>I have phoned EE customer service a number of times using the landline number number starting 0800... I couldn't use the 150 number on my phone due to no signal!</P><P>I have chosen to leave EE as soon as possible I cannot make calls to my elderly mother who relies on her phone to keep in touch with friends and family but is pretty much isolated at the moment, she is a resident at Stanley Court. Hopefully new SIM cards for a different network will arrive in the next day or so and I will be able to switch over.</P><P>Mobile service provision for EE has been extremely poor and I am very annoyed that EE sold me two SIMS without being able to provide a service.</P><P>Tim</P><P> </P><P> </P><P> </P><P> </P><P> </P><P> </P> Wed, 13 Dec 2023 21:44:17 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337455#M31605 Troy666 2023-12-13T21:44:17Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337635#M31619 <P>Hi everyone. </P> <P>Thanks for coming to the community.</P> <P>If you are affected by the mast being offline, please <A href="https://ee.co.uk/contact-ee" target="_blank">get in touch with our mobile care team</A> to discuss your options. </P> <P>Leanne.</P> Thu, 14 Dec 2023 12:02:34 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1337635#M31619 Leanne_T 2023-12-14T12:02:34Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345136#M31969 <P>How come I had customer services telling me there was absolutely nothing wrong with the signal in my area for the last six weeks? I’ve been passed to managers, had to email proof that I’ve not been able to use my phone outside of the house, and absolutely gaslighted into thinking that there’s no problems with the network. What does this mean for our bills? I haven’t been able to use my phone for a large chunk of two months. </P> Mon, 08 Jan 2024 03:29:36 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345136#M31969 HeatherLouise91 2024-01-08T03:29:36Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345165#M31970 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.ee.co.uk/t5/user/viewprofilepage/user-id/4221382">@HeatherLouise91</a></SPAN> </P> <P>I am sorry you have been advised this when you called, if you are in the Stanley area and affected by the mast being offline, please <A href="https://ee.co.uk/contact-ee" target="_blank">get back in touch with our mobile care team</A> to discuss your options. </P> <P>Leanne.</P> Mon, 08 Jan 2024 08:22:40 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345165#M31970 Leanne_T 2024-01-08T08:22:40Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345177#M31972 <P>Hi thanks for replying, I’ve been trying to but honestly no one is understanding my frustration. I’m being passed around and my complaints still aren’t being taken seriously. What are further steps I can take? And do you know how long it’ll be before the mash is back online? Surely it’s gonna take a while since the old one is being removed, the new land is being checked, and then the mast has to be built?</P> Mon, 08 Jan 2024 09:30:55 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345177#M31972 HeatherLouise91 2024-01-08T09:30:55Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345181#M31973 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.ee.co.uk/t5/user/viewprofilepage/user-id/4221382">@HeatherLouise91</a></SPAN> </P> <P>Once we have an update the main post will be updated. </P> <P>If you call us again on 150, the team will look into what options are available you can also open a compliant on our <A href="https://ee.co.uk/contact-ee/complaint" target="_blank">Make a complaint (ee.co.uk)</A> page. </P> <P>Leanne.</P> Mon, 08 Jan 2024 09:53:07 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1345181#M31973 Leanne_T 2024-01-08T09:53:07Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1348879#M32143 <P>Hi,</P><P>    Until this new mast is in place and operating will our bills be suspended as we are not recieving the service we are billed for. We mostly stay in this area (myself and my wife) and can no longer ring each other , very very inconvenient. We went with EE because they advertise saying they have the best coverage.</P> Thu, 18 Jan 2024 18:32:33 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1348879#M32143 Stephenproud63 2024-01-18T18:32:33Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1348912#M32144 I called EE and made a big complaint. Told them I will not be paying for my bill when I can't even use it. I got money off<BR />Lauren Thu, 18 Jan 2024 19:47:55 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1348912#M32144 Lauren199507 2024-01-18T19:47:55Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1349130#M32147 <P>The issue here is that there is a standard policy in place for bills to be credited in this scenario but if you are not aware of this policy and don't contact EE you won't get compensation. And worse still you can only be compensated from the point you call onwards and not previous months as I have been advised by EE  I cannot understand why they can't just auto credit of your account has a postcode linked to the issue being worked on given you enter your postcode on the checker. Spent hours on the phone chasing up credits etc. </P> Fri, 19 Jan 2024 12:31:56 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1349130#M32147 Wooly1982 2024-01-19T12:31:56Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1349201#M32150 <P>Hi everyone. </P> <P>Thanks for posting. </P> <P>The main post has been updated with the latest information and can be found here <A href="https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/td-p/1336915" target="_blank">Coverage in Stanley - The EE Community</A></P> <P>If you are affected by the mast being offline, please<SPAN> </SPAN><A href="https://ee.co.uk/contact-ee" target="_blank" rel="noopener noreferrer" data-di-id="di-id-22a73233-dba9e943">get in touch with our mobile care team</A><SPAN> </SPAN>to discuss your options. </P> <P>Leanne.</P> Fri, 19 Jan 2024 15:41:41 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1349201#M32150 Leanne_T 2024-01-19T15:41:41Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1351000#M32197 <P>Surely everyone in the DH9 area should automatically receive compensation in some shape or form. We all shouldnt have to complain before we get anything. Its not our fault the mast had to be taken down and a new one put up eventually. We are paying every month for a service that is not 100%. What is EE going to do about this please? </P> Wed, 24 Jan 2024 17:02:55 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1351000#M32197 proc1305 2024-01-24T17:02:55Z Re: Coverage in Stanley https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1367786#M33217 <P>Ever since moving to EE last year my reception has been terrible when I'm not connected to WIFI and can't make a simple call without it being cut off or not being able to hear anything. My partner joined in January and also has the same experience. We feel we are paying our bill every month for a service that doesn't work half the time. </P> Wed, 13 Mar 2024 16:48:33 GMT https://community.ee.co.uk/t5/Mobile-Network-discussions/Coverage-in-Stanley/m-p/1367786#M33217 Woodsie89 2024-03-13T16:48:33Z