4g mobile broadband outage

[JW103]

Struggling to get any answer on when fixes will be made to 4g mobile broadband in postcode area SA32 - 4 days now with speed less than 1 Mbps download. Coverage so bad that keep getting cut off when I try to speak to EE - or is that them conveniently avoiding the question? How do I apply for refund due to lack of service?

[bristolian]

Is there an issue reported under "check status" on the faults & issues board ?

[JW103]

No idea but I did manage to speak to someone at EE yesterday who said there was a problem but we got cut off before I could find out any more. Difficult to check these things online - things time out when you have less than 1 Mbps!

[Leanne_T]

Hi @JW103

If you use the link @bristolian has posted, you can enter your postcode and select 'Check Status' this will show you any known issues for the area. 

Leanne.

[JW103]

Hi @Leanne_T 

Nothing reported on that link for my postcode however I didn’t see how to specify that it is the mobile broadband that has the problem rather than any phone. As mentioned in my original post, I was told by an EE member of staff during my brief call on Monday that there is a problem with the mast so I assumed they would have the right info. I’ll go through the rigmarole of calling again - being passed from department to department, hanging on for ages and then getting cut off- oh the joys of dealing with large organisations 🙄

[Leanne_T]

Let us know how you get on when you speak to the team again @JW103

Leanne.

[XRaySpeX]

The same signal from the mast serves all devices, phones, mobile routers & other devices.

[bristolian]

The "what is my device" drop-down just means your search is a bit more specific on which coverage layers your device may be using, and therefore what faults are visible.

Just choose the nearest equivalent device if yours isn't listed. As already mentioned, the same network signals serve all devices.

[JW103]

So I got through to speak to someone eventually! The local mast is degraded with no time scale for a fix. A credit has been applied to my account for a few days of unusable service so let’s hope it gets fixed soon. A local Facebook group has many comments on the same issue for other users so I have encouraged them to phone up too. The more voices asking for improvement the better.