Coverage in Epsom

[Christopher_G]

We are aware of a signal issue that is affecting some of our customers in the Epsom area. Our mast in the area had to be removed from the existing site in September 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. Barring any unforeseen circumstances, we hope to have work completed by April 2028.

We've made changes to nearby masts to help maintain coverage for as many customers as possible while this work is ongoing.

We will keep you updated with any developments 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.

[Abs132]

So all customers are going to be entitled to a big discount whilst our phones are near on useless for the next year and a half?  

[Stevewalker74]

I have been unable to receive any reliable 5G coverage when moving around Epsom town centre, often having to manually select 4G mode on my iPhone to be able to use simple apps such as Ringo.  The signal strength can even appear to be reasonably good but the connection just fails until you turn off 5G. This news is bad because EE is effectively saying that a location has been decommissioned before any alternative provision is in place. Why is it acceptable to quote a fix date of 2028 without any alternative than to wait or leave the network?

[Frazbo]

I've just joined EE on a 2 year contract, as I was told it has the best coverage and wondered why I can't join the internet from my home, thought it was going to be a temporary thing and just read this.. April 2028.. What a joke. 

[Chris_S]

Hi @Stevewalker74,

It's completely understandable that you're frustrated.

Being told a site is due to be decommissioned before an equivalent replacement is in place doesn't feel like a satisfactory solution, especially when you're having to manually switch your iPhone to 4G just to use everyday apps.

The difficult part here is that coverage maps and signal indicators only tell part of the story. A device can show a strong 5G signal, but if the network is congested or the local cell isn't performing as expected, the actual data experience can still be poor. That doesn't make it any less frustrating when you're standing in a town centre trying to pay for parking and the connection won't work.

I'd recommend giving us a call so a guide can get access to your account and find out of there are any further updates and if there are any other options that may be available.

Chris S

[Cabir]

Is this a joke? April 2028 is absolutely unacceptable. I switched to EE because it was supposed to offer the best coverage, yet I’m now being told that a known signal problem in Epsom could take another 18 months to fix. Had I known this before joining, I would never have switched. What exactly am I paying for, and what are EE going to do for affected customers in the meantime? Please provide a proper solution, not just an apology and a suggestion to use Wi-Fi Calling.

[Leanne_T]

Hi @Cabir 

Thanks for coming to the community. 

If you're affected by the mast being offline and would like to discuss your options, please get in touch with our tech guides.

Thanks.

Leanne.