topic Re: Coverage in Horfield Bristol in Mobile Network discussions

Coverage in Horfield Bristol

Leanne_T — Fri, 24 Apr 2026 08:43:11 GMT

Update: 24 April 2026

Over the past few weeks, we have been working with the site provider to arrange a date to access the area and complete surveys needed to make sure the area will be suitable for the equipment. Pending a positive outcome from the surveys, we can start building the equipment needed for the new mast.

We will keep you updated on this post.

Update: 03 February 2026

Over the past few months, our engineers have been continuing with the planning application and have submitted designs to the site owner. Pending a positive outcome from the designs, we will arrange a date to access the area to complete surveys to make sure the area will be suitable for the equipment.

We will keep you updated on this post.

We are aware of a signal issue that is affecting some of our customers in the Horfield, Bristol area. Our mast in the area had to be removed from the existing site in December 2025, as the building is being redeveloped.

Our engineers began looking for a new location as soon as we were made aware our equipment had to be removed. We located an area for the new mast; however, after conducting extensive surveys we found the area would not be suitable for the equipment.

We have located another area and our engineers have submitted designs as part of the planning process. Pending a positive outcome from the designs, we will arrange a date access the area to complete surveys to make sure the area will be suitable for the equipment.

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 Horfield Bristol

Jam351 — Thu, 18 Dec 2025 21:08:50 GMT

Hi so how does that stand with bill costs as it’s affected me daily and I’m still paying full price for a phone I don’t get signal on?

Re: Coverage in Horfield Bristol

Leanne_T — Fri, 19 Dec 2025 08:26:59 GMT

Morning @Jam351

Thanks for posting on the community.

If you're affected by the mast being offline, please get in touch with our tech guides to discuss your options. They will be happy to help.

Leanne.

Re: Coverage in Horfield Bristol

freddiec11 — Fri, 19 Dec 2025 09:31:19 GMT

Hi Leanne.

Do you have an estimate for how long it will take to find a new location for the mast? I know you will not know specifically, but based on similar situations in the past.

I have no WiFi so I am completely cut off in my home and not receiving the service I'm paying for- this is unacceptable.

Thanks

Re: Coverage in Horfield Bristol

Leanne_T — Fri, 19 Dec 2025 09:53:24 GMT

Hi @freddiec11

Sorry I have no further details, as soon as I do the main post will be updated to keep you all informed.

Thanks.

Leanne.

Re: Coverage in Horfield Bristol

freddiec11 — Fri, 19 Dec 2025 09:57:53 GMT

Thank you Leanne. When can we expect the next update?

Re: Coverage in Horfield Bristol

Leanne_T — Fri, 19 Dec 2025 09:59:22 GMT

Hi @freddiec11

Once the network team provide more details the thread will be updated.

Thanks very much.

Leanne.

Re: Coverage in Horfield Bristol

Titch9081 — Sat, 20 Dec 2025 19:01:33 GMT

Hi Leanne,

Thank you for the update. I am completely offline through EE, I don't have any Internet or phone signal. I have had to buy a separate SIM on a different network just to get Internet so I can connect to my TV. This has already cost me extra money. Will there be some reimbursement for the service we are paying for but not receiving? I know this isn't your fault but it seems like there isn't going to be a fix date any time soon so my second SIM will be in use for sometime.

Many thanks,

Kelly

Re: Coverage in Horfield Bristol

Mitzimoo — Sun, 21 Dec 2025 09:52:50 GMT

This could take months! I think you need to let customers leave their contract early and go to a provider that gives you service. Very upset at the lack of communication from EE. I have had to get in touch and chase up what’s happening via WiFi calling, paid for through a different provider. You should have informed all of your customers about the takedown of this mast and the potential that the may be with out the service for sometime.

Re: Coverage in Horfield Bristol

Michael_D — Sun, 21 Dec 2025 09:57:40 GMT

Hi @Titch9081

If you have been affected by the mast being offline and would like to discuss your options, please get in touch with our tech guides and the team will help you further.

Michael

Re: Coverage in Horfield Bristol

freddiec11 — Sun, 21 Dec 2025 09:59:14 GMT

Hi Leanne

Any update on this? It's now been 4 days with no service and only a single update. I was originally told the issue would take 1-3 days to fix.

Please provide us with a detailed update and a sense of timelines.

Customers can then make a choice of they need to go to a different provider.

As I have no WiFi provider, I am completely cut off in my own home. This is no acceptable and I've been extremely disappointed by the lack of communication and compensation. Please, try to do better.

Thank you.

Re: Coverage in Horfield Bristol

cje85 — Sun, 21 Dec 2025 13:15:15 GMT

A new mast will not take 1-3 days. You'll be exceptionally lucky if it takes 1-3 months. More often than not the process of finding a new location, getting planning permission (a nightmare in the UK), building the mast and getting power supplies/internet connectivity installed takes many months, sometimes over a year.

Re: Coverage in Horfield Bristol

bristolian — Sun, 21 Dec 2025 14:05:12 GMT

@cje85 wrote:
More often than not the process of finding a new location....sometimes over a year.

It can take a lot more, it can be a lot less - everything depends on the specifics.

As with all sites in this scenario, the process is started as soon as the requirement for a replacement is known.

Re: Coverage in Horfield Bristol

freddiec11 — Mon, 22 Dec 2025 10:54:51 GMT

Thanks all. With no updates, looks like it's time to change network. Bye bye EE.

Re: Coverage in Horfield Bristol

suncured — Mon, 22 Dec 2025 20:41:48 GMT

Yeah this is absolutely shocking service from EE. It's not their fault that this is happening (although it doesn't sound like it was planned out particularly well), but if REMOVING A MAST, surely you think they'd have the foresight to warn customers in that area rather than just leaving them disconnected? Instead, we've had to find our way to a forum thread to figure out what on earth is going on, and even then they can't provide any decent updates! Glad I'm on a monthly rolling contract so I can get out easily. What a faff.

Re: Coverage in Horfield Bristol

SER7 — Mon, 22 Dec 2025 23:02:41 GMT

Completely agree that this is appalling communication and service. It could take months to fix..

Every affected customer should have received an email to let them know what had happened. I should not have had to phone via landline to find out. Every affected customer should also be given free service until it is fixed or provided with service from another provider.

Respond please EE.

Re: Coverage in Horfield Bristol

freddiec11 — Tue, 23 Dec 2025 12:06:50 GMT

Anybody now also having issues with EE or Plusnet (part of EE) broadband? I'm told these services are also impacted by issues with a mast..

Re: Coverage in Horfield Bristol

ee_user14 — Tue, 23 Dec 2025 12:47:42 GMT

@suncured wrote:
you think they'd have the foresight to warn customers in that area rather than just leaving them disconnected? Instead, we've had to find our way to a forum thread to figure out what on earth is going on, and even then they can't provide any decent updates!

Wait until you find out how the other networks handle this....

Re: Coverage in Horfield Bristol

bristolian — Tue, 23 Dec 2025 12:50:47 GMT

Fixed line broadband uses different technology to the mobile network.

Mobile broadband uses the mobile network.

Re: Coverage in Horfield Bristol

Titch9081 — Tue, 23 Dec 2025 12:56:34 GMT

Its absolutely shocking. This thread is the only way I found out there was an issue. I am completely offline with Internet and phone signal, I don't have broadband as I have unlimited data and use my hotspot for my TV. I also live by myself which makes me feel very isolated if I needed to contact anyone in an emergency. I have purchased a second SIM with a plan just so I can get some kind of connection, already spent best part of £30 for this which is more than half of my line rental. With Christmas just round the corner, I can't see this being fixed anytime soon. I have been with EE for many years but I may start looking for a new provider if this isnt sorted soon.