topic Re: Peacehaven, East Sussex total network failure in Mobile Network discussions

Peacehaven, East Sussex total network failure

GDAVIES1 — Wed, 03 Jan 2024 08:37:23 GMT

Peacehaven has been without mobile data since Christmas. Most can't even get a call to work making it impossible to report.

Since this would have normally been the busiest days of the year, are EE going to

A: fix the issue ASAP

B: credit every user with a Peacehaven billing address.

Thanks

Graham ( retired Orange Engineer)

Re: Peacehaven, East Sussex total network failure

Christopher_G — Wed, 03 Jan 2024 11:10:02 GMT

Hi @GDAVIES1

Welcome to the community.

Have you checked the status of your postcode on our coverage checker? If we're aware of a problem in your area, you'll be able to register for updates as our engineers work to fix it.

Chris

Re: Peacehaven, East Sussex total network failure

GDAVIES1 — Wed, 03 Jan 2024 11:22:06 GMT

Hi Chris,

Coverage Checker does give live information.

Currently there is one bar signal 100m away from the mast on the Coast Road where the mast is located. Does EE still run the requirement for 20 person to complain before this is passed to the Network Services?

Currently it's getting EE a lot of bad reviews on social media, some comments about getting credit, this will probably increase the number of calls and possibly churn if not actioned effectively.

Thanks

Graham

Re: Peacehaven, East Sussex total network failure

Christopher_G — Wed, 03 Jan 2024 11:25:09 GMT

I appreciate you trying to get this resolved, @GDAVIES1

There is a function to report a problem on that coverage checker, when you pop your postcode in and hit 'check status'. If we see a pattern of users reporting a problem in the area, it will be investigated and updated on the status checker.

Chris

Re: Peacehaven, East Sussex total network failure

bristolian — Wed, 03 Jan 2024 12:09:49 GMT

All network faults are rectified ASAP, having a billing address in a particular location does not mean a user is affected by issues in that location.

The status checker is always the way to go in the first instance.