topic Re: Coverage in Hornchurch in Mobile Network discussions

Coverage in Hornchurch

Leanne_T — Wed, 19 Jun 2024 10:06:35 GMT

Update: 19 June 2024

Over the past few weeks, our engineers have completed building the equipment needed for the temporary mast. The mast is now on-air, and service has been restored to the Hornchurch area.

We will continue to monitor performance in the area.

Update: 07 June 2024

Over the past few months, our engineers have completed the surveys for the permanent mast and have started 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.

For the temporary mast, our engineers have completed the surveys at the location and are finalising the designs for the mast. Once the designs have been completed, we will start legal steps to legally acquire the land from the site provider. Pending a positive outcome from the designs and legal steps, we can start building the equipment needed for the new mast and confirm an approximate on-air date.

We will keep you updated on this post.

Update: 18 April 2024

Our engineers began looking for a new location as soon as we were made aware our equipment had to be removed. We have located two potential areas for a new mast, one permanent mast and a temporary mast to restore coverage as quickly as possible. We are currently conducting surveys at both locations to make sure the sites will be suitable for the equipment.

For the permanent mast, pending a positive outcome from the surveys and the area will be suitable for the equipment, we can start legal steps to legally acquire the land from the site provider and start building the equipment needed for the new mast.

For the temporary mast, pending a positive outcome from the surveys and the area will be suitable, our engineers will start building the equipment needed for the mast and confirm an approximate on-air date this summer.

We will keep you updated on this post.

We are aware of a signal issue that is affecting some of our customers in the Hornchurch area. Our mast in the area had to be removed from the existing site in March 2024, 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. We have located two potential areas for a new mast and are currently conducting surveys to make sure the locations will be suitable for the equipment. Pending a positive outcome and a new area that will be suitable, we can start legal steps to legally acquire the land from the site provider and start building the equipment needed for the new mast.

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 Using WiFi Calling, Help page.

Re: Coverage in Hornchurch

Cii — Tue, 09 Apr 2024 11:16:16 GMT

Can you confirm which areas in Hornchurch are affected or provide a map showing this? As I submitted an issue again and received a text today after this post, at 11.46 that they could not find a problem contrary to above and your coverage checker which is now saying again that it’s looking into a problem in the area. What is the estimated timescale as I’ve been affected by this since 18 March?

Re: Coverage in Hornchurch

Dai-mondGeezer — Tue, 09 Apr 2024 14:16:08 GMT

I agree wit Cil's posting. Since 18th March, I have submitted a few incidents, and each time was told there was no issue. Why has it taken until now to tell us that the mast was removed and has not yet been installed elsewhere. Very poor customer service.

Re: Coverage in Hornchurch

DonnaJ71 — Tue, 09 Apr 2024 14:17:42 GMT

Can we expect a refund on our monthly bill?

Re: Coverage in Hornchurch

Kimmieco — Tue, 09 Apr 2024 14:18:46 GMT

It’s mainly RM11 1…..the high street. I believe they have removed the mast by queens theatre

Re: Coverage in Hornchurch

Essex1980 — Tue, 09 Apr 2024 14:22:10 GMT

Today I Spoke to EE and after many conversations since March they have now said they need to put a new mast up in Hornchurch area and will take up to 7 months

Re: Coverage in Hornchurch

Fathersnowman — Tue, 09 Apr 2024 14:22:14 GMT

hello i spoke to ee in march with this issue and they gave me next 2 months bills as a credit and nothing to pay...

Re: Coverage in Hornchurch

Judeh2 — Tue, 09 Apr 2024 14:22:54 GMT

It's also RM 12 4.. despite using wi -fi calling, my phone still either cuts out or people can't get through, 4 weeks now, not good enough kee getting messages to say it's been fixed but hasn't!

Re: Coverage in Hornchurch

Cllr-Middleton — Tue, 09 Apr 2024 14:23:32 GMT

Please let me know at what stage you are for locating and installing a new mast.

What are the time lines for the completion of the job and what can you do in order to help the residents in the area during the transition?

Will this be temporary mobile masts? Can you boost the power of other masts?

Re: Coverage in Hornchurch

Fathersnowman — Tue, 09 Apr 2024 14:23:48 GMT

spot on rm11 end of town. the ee staff told me 2-3 weeks.

Re: Coverage in Hornchurch

Jodycody — Tue, 09 Apr 2024 14:24:04 GMT

We're in RM12 and have had issues since mid March too.

Re: Coverage in Hornchurch

Jodycody — Tue, 09 Apr 2024 14:25:26 GMT

If you're looking for compensation I would raise a complaint and request it.

We did and was successful

Re: Coverage in Hornchurch

Kimmieco — Tue, 09 Apr 2024 14:27:35 GMT

I was told no as we can utilise WiFi calling 😕

Re: Coverage in Hornchurch

RM11residents — Tue, 09 Apr 2024 14:33:55 GMT

Can you please confirm whether you have written to all affected residents, based on the registered addresses you hold against customer accounts? Can you confirm when this communication went out? Would you also confirm whether you have offered compensation to any service users by way of credit l, and whether you intend to offer this to all affected users?

Please note, this issue also affects those trading and operating in the area on business contracts, such as local shops and visiting contractors.

I am grateful to Cllr Middleton for querying the issue above. If you would also please escalate with the Council, as this has affected so many residents for over a month, with little or no resolution in sight.

Re: Coverage in Hornchurch

Matei197825 — Tue, 09 Apr 2024 15:24:53 GMT

How long is this technical problem take ? It’s been over 2 weeks my 5G not working when I come out of the house no internet it’s so unfair and I’m not happy to pay my bill to be honest

Re: Coverage in Hornchurch

HxNOsignal — Tue, 09 Apr 2024 15:49:23 GMT

Naughty EE

Where is your contingency plan pls. So you are now telling all your customers to go and purchase a hardwired broadband service or use their existing broadband provider to prop up EE, to use wifi calling along with accessing the internet. Or did EE not think this through just like not having planned for mast removal / new sites etc. This is EE at their very best at ‘assuming’…

Did mummy EE not say to baby EE never assume as it will get you in all sorts of bother.

Surely EE will now provide the hardwired broadband service to all customers homes this week FoC to allow to access the internet and use WiFi calling along with upgraded WIFI calling compatible handsets.

For customers that have hardwired broadband - will EE cover their providers broadband costs along with reimbursement of EE line rental.

This has been ongoing since March 18th 2024. EE was fully across of the situation but firmly stuck their head in the sand and hope no one would notice😂🤣. You are quick enough to take payment from very very loyal customers but this is not reciprocated by providing critical comms to loyal customers.

I kinda remember Megan the EE customer support person saying we don’t know what the cause is as our kit is provided by third party. I did suggest it may be something to do with the huge mobile crane plotted up in the rear carpark of Scottish Mutual House, taking down a huge mast from the roof of the building…. No comment made.

Yep we are all just silly loyal paying customers [numbers / statistics].

I know you have my mb nr as I get lots and lots of texts offering new phones / enhanced service plans etc.

Shame i ‘had to register’for regular text updates. Do you remember this reassuring text on the 29th of March.👌

Re: Coverage in Hornchurch

HxNOsignal — Tue, 09 Apr 2024 16:42:12 GMT

👍

Re: Coverage in Hornchurch

HxNOsignal — Tue, 09 Apr 2024 18:07:51 GMT

👍

Re: Coverage in Hornchurch

Sz8 — Tue, 09 Apr 2024 21:05:10 GMT

What about customers that don’t have WiFi in their homes and aren’t able to access the internet

Re: Coverage in Hornchurch

Leanne_T — Wed, 10 Apr 2024 10:28:20 GMT

Hi @Sz8

Thanks for coming to the community.

If you’re affected by this mast being offline and would like to discuss your options, please get in touch with our mobile guides.

Leanne.