Coverage in Barnet

[Leanne_T]

We are aware of a signal issue that is affecting some of our customers in the Barnet area. Our mast in the area had to be removed from the existing site in March 2026, 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 have located an area for the new mast and are currently conducting surveys to make sure the location will be suitable for the equipment. Pending a positive outcome from the surveys, 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.

[JG131]

What are you proposing customers do who don’t have WiFi? And for customers that do have WiFi what are they meant to do while they are out of the house?

[Yet2]

Firstly, WiFi calling drains battery. Once EE were made aware that your mast had to be relocated, before removing the current mast a site should have been sought and  a new mast erected so your many customers are not affected.  Besides no warning was sent to your customers and I for one was wondering what the problem is.  We should be told when you hope to restore normal service and not WIFI calling. 

[Seb07]

So when are you planning to have the new mast installed? Is it going to be days, weeks or months as i don’t think we as customer should be paying for a service that we are not receiving. 

[G15borne]

I am sorry but this seems highly unsatisfactory. I rely on a 4G mifi device for internet connectivity, which most importantly enables me to work from home. At the moment my partner and I are unable to make calls or get online from the comfort of our own house.!! The update above seems to indicate that it will be a considerable time before the situation is rectified, given that it refers to carrying out surveys and acquiring land, what do you suggest I do in the meantime?

[Helenamj1]

Dear EE,

The ongoing signal issue in the Barnet area is unacceptable. We are currently paying for a service that is not being delivered, with no clear resolution timeline provided.

WiFi calling is not an adequate substitute for a mobile network, and this does not resolve the impact on our day to day use.

Given the lack of service, we require a clear and immediate solution. This must include either a reliable temporary alternative or confirmation that we can exit our contract without penalty. In addition, we expect appropriate compensation for the period in which the service has not been available.

Please confirm how you intend to resolve this situation as a matter of urgency!

[Yet2]

I called wanting to exit my contract as WiFi calling is not a solution as this depends on you having WiFi and besides it drains battery.  I was told I could not but we should have a right to do so considering we are paying for services we are not enjoying.     

i agree with you 100% EE should let us know how they intend to resolve this unacceptable situation as a matter of urgency. 

[Yet2]

I think we may have to contact Communication Ombudsman if EE does not let us out of our contract and we have no service. 

[Jedijonboy]

Hi this seems absolutely ridiculous! Was no one going to notify anyone that this was happening? 

[Lewis205]

This is wholly unacceptable. You have people on plans in this area that took them out on the basis of the signal available to them. 

 You  can’t just say you’re planning to build a new mast at some point in the future. Totally open ended like that. It’s not good enough. We need clear timeframes.