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.

[Titch9081]

Hi Michael, thanks for your reply, in the nicest possible way, what can the tech team do if the mast has been completely removed? 

[Peter_W]

Good afternoon @Titch9081.

Whilst our technical team may not be able to resolve the immediate issues with the mast itself, they would be our go to place for any conversations around loss of service.

They can also make sure you're registered for network updates, and also ensure we've looked other options such as WiFi calling too.

Peter

[transom]

Hi @Leanne_T have you been provided any estimated dates from networks yet for the replacement site(s)?  

[suncured]

Any updates on this?

[Silieoc]

Any update on this Leanne as no signal still? 

[freddiec11]

This customer service is beyond disappointing. I left EE last week because of this issue. I now pay 1/3 of my previous rate and best of all, my phone actually works. It takes 30 seconds to request a PAC code. I'd encourage others to do the same! 

[Backspace]

Also looking for an update.

I have zero signal at home and very limited on the local streets. 

Opening a case gets closed immediately as resolved and calling support is met with surprise that there is no signal 

[suncured]

Still no updates on this? Has anyone heard anything?

[Titch9081]

I set up an official complaint a couple of weeks ago as I was getting nothing while at home. I was advised that I should be connecting to a different mast but it wasn't working. The lady (who was very helpful) ran some tests and could see that I wasn't getting any service, and could see my usage had pretty gone to zero since 15th December which was when I first had the text to say the network was down. I have had a credit applied to my account but need to set a separate complaint in a month's time if its still the same. She said there was no date for when it would be fixed but it would be monitored. I would set up a complaint if you aren't getting any service, its on the radar if a complaint is put in. I live just off Gloucester Road, not far down from The Memorial Stadium just so you can compare from where you are. 

[Henryw88]

Hi, is there any update on this please? It has now been over a month since the issue was identified