Coverage in Horfield Bristol

Leanne_T · ‎18-12-2025

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.

freddiec11 · ‎21-12-2025

Hi Leanne

Any update on this? It's now been 4 days with no service and only a single update. I was originally told the issue would take 1-3 days to fix.

Please provide us with a detailed update and a sense of timelines.

Customers can then make a choice of they need to go to a different provider.

As I have no WiFi provider, I am completely cut off in my own home. This is no acceptable and I've been extremely disappointed by the lack of communication and compensation. Please, try to do better.

Thank you.

cje85 · ‎21-12-2025

A new mast will not take 1-3 days. You'll be exceptionally lucky if it takes 1-3 months. More often than not the process of finding a new location, getting planning permission (a nightmare in the UK), building the mast and getting power supplies/internet connectivity installed takes many months, sometimes over a year.

bristolian · ‎21-12-2025

@cje85 wrote:
More often than not the process of finding a new location....sometimes over a year.

It can take a lot more, it can be a lot less - everything depends on the specifics.

As with all sites in this scenario, the process is started as soon as the requirement for a replacement is known.

freddiec11 · ‎22-12-2025

Thanks all. With no updates, looks like it's time to change network. Bye bye EE.

suncured · ‎22-12-2025

Yeah this is absolutely shocking service from EE. It's not their fault that this is happening (although it doesn't sound like it was planned out particularly well), but if REMOVING A MAST, surely you think they'd have the foresight to warn customers in that area rather than just leaving them disconnected? Instead, we've had to find our way to a forum thread to figure out what on earth is going on, and even then they can't provide any decent updates! Glad I'm on a monthly rolling contract so I can get out easily. What a faff.

SER7 · ‎22-12-2025

Completely agree that this is appalling communication and service. It could take months to fix..

Every affected customer should have received an email to let them know what had happened. I should not have had to phone via landline to find out. Every affected customer should also be given free service until it is fixed or provided with service from another provider.

Respond please EE.

freddiec11 · ‎23-12-2025

Anybody now also having issues with EE or Plusnet (part of EE) broadband? I'm told these services are also impacted by issues with a mast..

ee_user14 · ‎23-12-2025

@suncured wrote:
you think they'd have the foresight to warn customers in that area rather than just leaving them disconnected? Instead, we've had to find our way to a forum thread to figure out what on earth is going on, and even then they can't provide any decent updates!

Wait until you find out how the other networks handle this....

bristolian · ‎23-12-2025

Fixed line broadband uses different technology to the mobile network.

Mobile broadband uses the mobile network.

Titch9081 · ‎23-12-2025

Its absolutely shocking. This thread is the only way I found out there was an issue. I am completely offline with Internet and phone signal, I don't have broadband as I have unlimited data and use my hotspot for my TV. I also live by myself which makes me feel very isolated if I needed to contact anyone in an emergency. I have purchased a second SIM with a plan just so I can get some kind of connection, already spent best part of £30 for this which is more than half of my line rental. With Christmas just round the corner, I can't see this being fixed anytime soon. I have been with EE for many years but I may start looking for a new provider if this isnt sorted soon.