Coverage in Harraby/Garlands, Carlisle.

[Leanne_T]

Update: 21 November 2023

Over the past few weeks, our engineers have completed integrating the mast onto the network and full service has been restored to the Harraby/Garlands area.

We will continue to monitor performance in the area.

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Update: 04 October 2023

Over the past few months, our engineers have been working with the fibre provider to arrange a date for the leased line to be installed. Barring any unforeseen delays, we expect the leased line to be installed by the end of November. Once the leased line has been installed, we can confirm an approximate on-air date for the new mast.

We will keep you updated on this post. 

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We are aware of a signal issue that is affecting some of our customers in the Harraby/Garlands area of Carlisle. Our mast in the area had to be removed from the existing site in July 2023, as this was requested by the landowner.

Our engineers began looking for a new location as soon as we were made aware our equipment had to be removed, and we have located a new area. We have completed building the equipment needed for the new mast and are working with the fibre provider to install a leased line to provide power to the mast, with the estimated lead time for the leased line installation being 3 months. Once we have a date for the leased line to be installed, we can confirm an approximate on-air date 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 EE WiFi Calling: All you need to know, article.

[Stulaw]

I understand problems occur but to expect your customers to wait 3 months for a new mast being installed is ridiculous and not good enough, I think the right thing to do would be to give 3 months of what we can get for free.

[MatthewR93]

So I presume EE will be issuing customer effected with compensation for the 3 months they are without the service they’re paying for? I mean it would be wrong to take customers money, even though they are experiencing the service they expected or should be receiving or perhaps your CEO can sleep easy at night knowing they’re pocketing our money yet can only use wifi for calling. I mean that’s totally why I signed my contract with you for the 7th year running! 

[Stevencb]

So I have 4 sims in the household with EE, I myself am self employed and need my phone for work and 2 are children which can't use there phones in an emergency. Can't cancel my contract without being charged £170, absolute joke

[Shadrack81]

When I called up I told them that I was cancelling and I was not paying any exit fee as this issue may not be fixed by the new year.

They agreed and have sent me my pac code to change supplier.

They can't charge you for exiting a service they can't provide 

[kazmsr01]

This is completely unacceptable.  After numerous phones calls to EE customer services (which have been very helpful and courteous) I am still in the same position - still without any service at all!!! Yes, I have been offered a credit until 19/8/23 but that doesn't help me when I am now unable to work from home for the foreseeable future, and have to drive 2 miles just to check my personal emails., pay bills online, facebook, etc !!! UNACCEPTABLE !

My contract ends in September, however, I think I am perfectly within my rights to cancel it now and find an alternative provider.  Expecting loyal customers to wait 3 months is beyond a joke, but far from funny!!!

Does the landowner who wanted this mast removed immediately realise (or even care) the impact he / she has had on peoples daily lives? Not everyone has wifi / broadband.  

[julieb67]

This is not acceptable; I work from home and use my phone every day for credit control. Everyone I try to speak to cannot hear me even when I use WiFi calling.

You have just raised my bill by £6.50 and expect me to pay this when I can't even get a signal for the next 3 months!! 

Under the circumstances I would expect to be allowed to terminate my contract immediately without charge.

Julie B

[Ljs2312]

Is there an update on this issue? 
I haven’t had mobile signal for 3 weeks. 

what date are we all likely to get signal back? 

[Shadrack81]

It unlikely to be before Christmas, they have to find land to build a new tower on, then get everything installed.

I cancelled my contract with no exit or cancelation fees, recived one month credit back at £26 and moved provider sky mobile,

[Ljs2312]

If you don’t mind me asking, when would your contract of been up for upgrade/renewal. Don’t think mine is until May? 

[Shadrack81]

Mine wasn't up until May also, don't let them fob you off, you are well within your rights to cancel a service that isn't been provided.

Here are EEs termination rights that you can use 9.3.2

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9. Termination Rights

• 9.1.
  You can give Us notice to terminate this Agreement, to take effect on or after the end of the Minimum Term. However (except as set out in point 9.3) if, in Our total discretion, We accept notice from You to terminate this Agreement within the Minimum Term, You will have to pay Us a Cancellation Charge. You can terminate this Agreement without having to pay Us a Cancellation Charge after the Minimum Term has ended upon 30 days notice.
• 9.2.
  You can only give Us notice to terminate this Agreement by calling Customer Support. Your Agreement will terminate 30 days from when We receive Your call, although You are free to change Your mind and call Us to withdraw Your notice of termination at any time during that period. You will be responsible for all Charges up to and including the date that this Agreement terminates.
• 9.3.
  A Cancellation Charge won’t apply if You are within the Minimum Term and:

  • 9.3.1.
    Our entitlement to operate the Network ends at any time;
  • 9.3.2.
    We terminate the Agreement immediately by giving You Written Notice because Your telephone line is not technically capable of receiving a Service to which You have subscribed and You have complied with Our reasonable instructions to try and fix the problem;
  • 9.3.3.
    You are a Consumer and the change that We gave You Written Notice of in point 2.14.1.2 or 8.4 is of material detriment to You and You give Us notice to immediately cancel this Agreement before the change takes effect; or 9.3.4. The change We gave You Written Notice of in point 8.4 is:

    • 9.3.4.1.
      an increase to Your Price Plan Charge (as a percentage) higher than any increase in the retail price index (also calculated as a percentage) or any other statistical measure of inflation published by any government body authorised to publish measures of inflation from time to time, and published on a date as close as reasonably possible before the date on which We send You Written Notice; and
    • 9.3.4.2.
      You give Us notice to immediately cancel this Agreement before the change takes effect.

if you have any issues call citizens advice 0808 223 1133 and they will help