No internet again - why do I have to keep complaining?

[niknik99]

I access the internet via a fixed antenna pointing at a fixed tetra (EE have access to) antenna using 4G (no 5G here!) and usually enjoy download speeds of circa 20/30Mbps and upload circa 10/15Mbps. However, "our" EE mast is at the end of a daisy chain so every time there is a problem elsewhere "up" the daisy chain of masts ours automatically fails plus if we have a power outage - even briefly - it seems to take EE at least two days to get everything back in sync. Sometimes, very occasionally, EE is pre-emptive by emailing me that there is a problem but usually I have to report it. Naturally I cannot report via the internet as this is usually down. It always takes at least an hour to hold on and then reach an agent when reporting via phone. There must be a better way to mange "the UK's best network" or is it just me. If EE reads this my post code is LD3 9RB. Thank you all.

[Northerner]

Hi @niknik99 

You can report network issues via the status checker.

https://coverage.ee.co.uk/coverage/ee

Unfortunately there will always be limitations with remote network coverage.

Thanks 

[bristolian]

Tetra is a completely different network to EE, using different technologies. I suspect what you mean is that your EE service comes from a site that also has Airwave/Tetra equipment on, but in which case the only relevant bit is EE's install there.

EE have automated & live monitoring of network faults & alarms, but customer-reporting is also integral to how some issues are identified. If your only network connection is via one particular provider/technology, then outage reporting can become problematic without an alternative method.

[niknik99]

Thank you. If I can access the internet then I will try this link but usually I log in and try and report through my EE account or call the tech support line if I have no internet access.

[niknik99]

Thank you. You are absolutely right in respect of the difference in networks. The mast that I use does not appear on EE's "standard list of masts" as, and I am presuming here, EE probably has a "guest slot" on the existing Tetra mast. EE's use or access to this mast is indeed totally independent of the public services' use of the Tetra mast's facilities. Your second point is also true in that EE is the only service provider with access to this mast so outage and outage reporting is indeed a challenge. I much appreciate your comments.

[bristolian]

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@niknik99 wrote:
The mast that I use does not appear on EE's "standard list of masts" as, and I am presuming here, EE probably has a "guest slot" on the existing Tetra mast.

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You are presuming incorrectly, no such "guest slot" exists, the technologies used by EE & Airwave are totally different and cannot support each other's services.

Airwave operate a TETRA network, EE operate GSM (2G), UMTS (3G), LTE (4G) and 5G-NR networks.

It is common for different operator's equipment to be located on the same tower/structure, but EE cannot "guest" as you describe.

[niknik99]

Thank you and I agree with all your comments. I am clearly not as technology aware as your good self which is why I appreciate your, and others, comments/observations. My use of the term "guest" was and is misleading and hence why I put it in quotes as I was not to sure of the correct expression to use. Just to clarify, but naturally I am not trying to extend this particular string, I used the term "guest" in respect of EE using a third party tower/structure, in this case a Tetra mast, just to "locate a different operator's equipment", EE in this case, but it is merely a physical attachment to said structure with all related networks (Airwave, GSM, LTE et cetera) operating independently. In other words you have described perfectly the situation I am in in accessing EE's local 4G network. Thanks again.

[bristolian]

A large proportion of telecoms sites in the UK are located on shared structures. Sometimes these are towers that host multiple network operators, it can also be existing buildings.

For the purposes of EE's service, the structure and any other operators also sharing, is completely irrelevant - that there is an EE site in a given location is all that matters.

You can report suspected faults on the EE network using the status checker mentioned previously.

[niknik99]

Thanks again. All your comments are interesting and helpful.