Coverage in Horfield Bristol

[Leanne_T]

We are aware of a signal issue that is affecting some of our customers in the Horfield, Bristol area. Our mast in the area had to be removed from the existing site in December 2025, 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 located an area for the new mast; however, after conducting extensive surveys we found the area would not be suitable for the equipment. 

We have located another area and our engineers have submitted designs as part of the planning process. Pending a positive outcome from the designs, we will arrange a date access the area to complete surveys to make sure the area will be suitable for the equipment. 

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.

[Jam351]

Hi so how does that stand with bill costs as it’s affected me daily and I’m still paying full price for a phone I don’t get signal on? 

[Leanne_T]

Morning @Jam351 

Thanks for posting on the community.

If you're affected by the mast being offline, please get in touch with our tech guides to discuss your options. They will be happy to help.

Leanne.

[freddiec11]

Hi Leanne.

Do you have an estimate for how long it will take to find a new location for the mast? I know you will not know specifically, but based on similar situations in the past. 

I have no WiFi so I am completely cut off in my home and not receiving the service I'm paying for- this is unacceptable. 

Thanks

[Leanne_T]

Hi @freddiec11 

Sorry I have no further details, as soon as I do the main post will be updated to keep you all informed. 

Thanks.

Leanne.

[freddiec11]

Thank you Leanne. When can we expect the next update? 

[Leanne_T]

Hi @freddiec11 

Once the network team provide more details the thread will be updated. 

Thanks very much. 

Leanne.

[Titch9081]

Hi Leanne,

Thank you for the update. I am completely offline through EE, I don't have any Internet or phone signal. I have had to buy a separate SIM on a different network just to get Internet so I can connect to my TV. This has already cost me extra money. Will there be some reimbursement for the service we are paying for but not receiving? I know this isn't your fault but it seems like there isn't going to be a fix date any time soon so my second SIM will be in use for sometime. 

Many thanks, 

Kelly

[Mitzimoo]

This could take months! I think you need to let customers leave their contract early and go to a provider that gives you service. Very upset at the lack of communication from EE. I have had to get in touch and chase up what’s happening via WiFi calling, paid for through a different provider. You should have informed all of your customers about the takedown of this mast and the potential that the may be with out the service for sometime.

[Michael_D]

Hi @Titch9081 

If you have been affected by the mast being offline and would like to discuss your options, please get in touch with our tech guides and the team will help you further. 

Michael