topic Re: Cell Signal dead, Whitehaven in Mobile Network discussions

Cell Signal dead, Whitehaven

Yzerman19 — Mon, 27 Jan 2025 09:14:24 GMT

Could someone from the company reply and give an estimate for the the signal (calls and data) outage in the Whitehaven area?

No signal since Thursday, and one message that there'll be an update on Friday 31st (over a week on from the initial failure) is pretty unacceptable.

Before anyone advises dialling 150, there literally is no signal and works phones block the landline number. Similarly, tethering personal devices to works' WiFi is not permissible.

Re: Cell Signal dead, Whitehaven

bristolian — Mon, 27 Jan 2025 08:41:25 GMT

Network faults happen in any location from time-to-time, voice calls & mobile data use the same network signal and are thus similarly affected.

Most site faults are resolved in a short time and are often back on-air in a couple of days where physical site attendance is required. Sometimes there can be third party issues or other related delays and this is extended - it's never intentional and restoration is always ASAP.

If you want specifics on this instance, then the only people that can assist will be CS - although you may have to speak to numerous agents before finding one with fault-ticketing-access. And even then, it depends what they can tell you and/or what specifics are of any interest.

Re: Cell Signal dead, Whitehaven

Northerner — Mon, 27 Jan 2025 08:42:06 GMT

Hi @Yzerman19

Have you reported via the service checker:

https://ee.co.uk/help/service-status

EE are aware of an issue. Regrettably sometimes services fail.

Thanks

Re: Cell Signal dead, Whitehaven

650Max — Fri, 31 Jan 2025 16:32:03 GMT

The outage has been going on since the morning of the 21st, it would be helpful if someone were to advise what the problem is, what is being done to fix it and when it is expected to be sorted.

The occasional emails and texts to say "you're working on it" aren't really satisfactory.

Re: Cell Signal dead, Whitehaven

bristolian — Fri, 31 Jan 2025 17:20:29 GMT

@650Max wrote:

The outage has been going on since the morning of the 21st, it would be helpful if someone were to advise what the problem is

Out of interest, what level of technical detail are you seeking? The serving site is likely off-air.

Re: Cell Signal dead, Whitehaven

650Max — Fri, 31 Jan 2025 17:46:36 GMT

Why is it off air? If it needs critical spares, why aren't they available off the shelf? When is it expected to be back on air?

When customers aren't receiving the service they're paying for, they're entitled to a little more than just "we're working on it", the reluctance to tell us anything worthwhile comes across as evasive and does nothing to alleviate the frustration of not being able to make and receive calls outside the home. Being honest and up-front might just help in these circumstances.

Re: Cell Signal dead, Whitehaven

bristolian — Fri, 31 Jan 2025 17:58:35 GMT

The updates on the status tool suggest an access issue here. These are unfortunate and can be frustrating, but where third party delays or complications are concerned - these are not always in EE's direct control.

Re: Cell Signal dead, Whitehaven

650Max — Fri, 31 Jan 2025 18:14:55 GMT

So they've positioned a mast where they can't get to it? Genius.

Is it on the roof of the BT exchange by any chance?

Re: Cell Signal dead, Whitehaven

bristolian — Fri, 31 Jan 2025 18:28:21 GMT

@650Max wrote:

So they've positioned a mast where they can't get to it?

No, a problem gaining access. It could be a legal one, it could be a H&S one, there's numerous possibilities. I don't know for sure, I'm surmising from the updates sent out by the status tool.

Re: Cell Signal dead, Whitehaven

Yzerman19 — Fri, 31 Jan 2025 18:29:59 GMT

Third party or not, folks have a contract with EE for a cell phone service. We pay for signal, and data, and pay handsomely at that.

Gas, electricity, water... even Sky tv, they all update consumers in cases of outages with estimates for a return to service. EE? Nothing. "Something's wrong, we'll be back in touch in a week" *is not good enough*.

Tell us the problem.

Tell us the estimate on the fix.

Assure us we'll be refunded for loss of service. It ain't ideal, but it tells customers the company cares for more than our monthly bill payment.

And do those things without us having to jump through hoops, without having to resort to a "forum of last resort"...

EE should monitor these, it's on their website after all, and you need a customer account for access, so it's not just a talking shop.

Now, as an update, I have had a response from a complaint email, but again, that doesn't tell me when the service I pay for will be fixed. Just acknowledges that yes, there's a problem. They do say we can claim credit on the account after the fix, but also that they'll just close the complaint in 28 days unless the customer pushes. It's just not good customer services.

Re: Cell Signal dead, Whitehaven

Yzerman19 — Fri, 31 Jan 2025 18:43:19 GMT

Do you work for EE, because you seem to know more than the rest of us: "I'm surmising from updates sent out by the status tool "

Considering the status tool literally reads (and has done since I first checked):

*We're aware of a problem in your area. We can keep you updated by text message or email.

We’ll only send you updates about this issue. Once it’s resolved, we won’t send any more.*

How can one surmise there are access issues?

The status tool doesn't send updates: it reads the same as it did since day 1... Shoddy.

Re: Cell Signal dead, Whitehaven

Matt_124 — Fri, 31 Jan 2025 19:03:22 GMT

Text updates have cited access issues, one of the sites (north of the town) is seemingly back online but not enough bandwidth available to support the entire area. Often picking up a small amount of Band 20 signal (5 MHz reported on Netmonster), albeit with a high signal strength, in the centre.

5G NSA currently reporting as Disconnected.

Also reporting some Band 1 and Band 3 coverage in certain locations with the best performance coming where Band 1 can be picked up. Very inconsistent even when picking up Band 3.

VoLTE seems to be struggling at points today.

Re: Cell Signal dead, Whitehaven

650Max — Fri, 31 Jan 2025 19:23:08 GMT

Can't imagine why there are access issues to Bleach Green transmitter tower, there's a scabby wooden gate at Huntinghow Cottage, it's very rarely closed and never locked, I've driven a Sprinter down there from Quality Corner.

Is there any way to get these messages to someone at EE, maybe they should be answering rather than well meaning civilians.

Re: Cell Signal dead, Whitehaven

Matt_124 — Fri, 31 Jan 2025 19:38:40 GMT

It is the site that seems to be back up and running, evidently this is not the location that they're struggling with accessing.

It is currently trying to cover the entirety of Whitehaven centre by itself and the surrounding areas, so congestion may kick in.

As of yesterday there was a good level of service available near to Tesco with multiple carriers aggregated. And no issues heading north on the A595.

The rest of the town, not so much. No usable data in most locations.

Re: Cell Signal dead, Whitehaven

bristolian — Sat, 01 Feb 2025 11:05:55 GMT

As mentioned, I'm not EE staff but post here with some experience in the RAN area.

There's 3 EE sites covering Whitehaven, 2 of them are equipped with the "extended range" 800Mhz service, and these can sometimes be prioritised in any outage situation in order to provide a basic coverage layer - albeit at the expense of data speeds. All depends on what the underlying fault is.

Ultimately no fix is intentionally delayed and I don't know specifics of the situation there. You'd have to call CS and follow their escalation process if you want specifics - bear in mind CS are broadly geared up to deal with customers who just want their phones to work and don't much care how.

Re: Cell Signal dead, Whitehaven

650Max — Sat, 01 Feb 2025 13:45:46 GMT

It must be either Rosemary Lane or Cleator Moor rd behind the Haven club, I'll have a drive around to see if there's any activity.

Re: Cell Signal dead, Whitehaven

Matt_124 — Sat, 01 Feb 2025 14:08:28 GMT

Rosemary Lane was still offline as of yesterday, picking up only extended range coverage from Bleach Green on that side of town, but it's too thin to support connectivity with VoLTE falling over at random points. Think there may be a small cell or femtocell operating nearby to that location as was picking up some 1800 MHz from an unfamiliar node identifier that is not any of the 3 main serving sites.

Unsure of the status of the site on Cleator Moor Rd.

Currently just Bleach Green 800 MHz indoors with pockets of 1800 MHz outdoors in the town.

Also picking up some 2100 MHz in some outdoor locations but unclear where this is coming from.

Re: Cell Signal dead, Whitehaven

650Max — Tue, 04 Feb 2025 14:46:37 GMT

The story around Whitehaven at the moment is that someone has gone through the power cable at Rosemary Lane and there's much head scratching as to how they're going to repair it because Albion Square is in the way.

Re: Cell Signal dead, Whitehaven

Yzerman19 — Thu, 06 Feb 2025 10:31:22 GMT

Three weeks and... crickets

EE chat is automated bots, website advice about text alerts are useless when there's no signal over which to send said texts, advice on using WiFi is EE abdicating its responsibility to provide a service to other suppliers whom we pay under a different contract.

If it is Rosemary Lane, Albion wasn't in the way of whatever tool cut the power, and cables aren't buried under building foundations. Plus, without saying too much, the occupying company of Albion has a contract for its works phones, so even if it means digging a metre down around some of the parking/delivery area, I'm sure they'll be cooperative.

EE staff obviously monitor these boards, so how about an official response?

Nature of problem?

Estimated fix?

Assurance our bills will be reflective of the lack of mobile service for our current bricks...

I mean, as much as I like Kev (who couldn't like Tremors?), the fella's rich enough, how about spending some of your ad budget on a mini-digger and a sparky?

Re: Cell Signal dead, Whitehaven

bristolian — Thu, 06 Feb 2025 10:50:03 GMT

DNO power cuts have been a major cause of mobile network site outages across the northern part of the UK in recent weeks, it would not be a surprise if this was another example.

It's for the local distribution network operator to resolve.