Coverage in Horfield Bristol

[Leanne_T]

Update: 03 February 2026

Over the past few months, our engineers have been continuing with the planning application and have submitted designs to the site owner.  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 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.

[suncured]

I ended up following what @Titch9081 said and calling up to issue another complaint. I spent over an hour on the phone in total over about 4 different calls, but all they did was repeatedly carry out the same tests, get me to reset my network settings/restart my phone and connect me to another mast, none of which worked (obviously). In the end they issued me credit for the past month, but there were zero updates on the progress of the new mast installation. Also whenever I raise a complaint, I get a text after the phone call to say it has been closed?! It seems like they've just forgotten about this thread, too.

I should add that everyone I spoke to was lovely, it just seems like the system/processes are a bit backwards, and the fact there's nothing they can access for ANY updates or notes on the mast situation whatsoever, is bizarre. They were all surprised and confused, plus the only info they could find was "decommissioned mast".

[Titch9081]

That is exactly what they done with me, they said they needed to run the tests as proof that I had no network. I did the network reset thing, which actually messed up my back up SIM and then I couldn't get anything from that for a little while. If it's not fixed by next month's bill date, I will be looking to move. It's not acceptable that we have to ask for a credit when it's obvious there is an issue in the area. 

Like you said, everyone was lovely and helpful, but it's not great to be in this situation. I have been with EE for a long time and I am reluctant to move but I will if the problem isn't fixed soon. 

[bristolian]

Please ensure you contact the local planning authority in full support of applications for new site builds. Local opposition is often a reason for planning refusals.

[Henryw88]

Can I ask what kind of amount of credit you received? 
I asked if I could cancel my contract early (without penalty) as they were failing to provide a service,  and they said this didn’t count as it was only impacting one very small area (despite that being where I live). In the end I accepted £10 monthly bill credit as he said that was the best he could do 

[suncured]

I got a full month's bill credited, if that helps.

[Titch9081]

I also had a full months credited. I would question why they have only given you £10. By law they aren't providing the service you are paying for so a full  month should be credited. The problem started on 15th December so it's been over a month already. 

[bristolian]

---

@Titch9081 wrote:

By law they aren't providing the service you are paying for

---

It certainly isn't a criminal offence. Civil law would require you to demonstrate far more than just a loss of service in one specific location, to argue for lack of service provision.

Clause 4 of the network T&Cs is the relevant part, there will (rightly so) always be a case-by-case examination of individual examples.

[lucaversaci]

The problem isn’t the inconvenience. The problem is the insistence that your customers pay full price for a service they’re not receiving. I can’t even make a call in my own living room. Still paying full price. I miss important calls and messages when I’m out yet I still pay full price. I will not be paying my bill until this issue is resolved. The fun part of that is, if you cut me off I wouldn’t actually know the difference because I can’t make any calls or texts regardless.

[bristolian]

---

@lucaversaci wrote:

I can’t even make a call in my own living room.

---

If you have WiFi at home, then you have a means to make & receive calls, send & receive texts without needing any mobile coverage. It's what I'm doing now - it's extremely useful anywhere that indoor coverage is a problem, for whatever reason.

Think long & hard before taking a course of action, that could result in lasting damage to your credit file. If you're likely to be applying for any form of loan or credit in the foreseeable future, then intentionally defaulting on contractual payments is a bad idea sooner or later. It's your choice, though.

[transom]

On iPhone you can turn on WiFi calling using these instructions - Make a call with Wi-Fi Calling – Apple Support (UK)

To turn on Wi-Fi calling, go to Settings > Mobile Service > Wi-Fi Calling. If your iPhone has multiple SIMs, choose a line (below SIMs). Tap Wi-Fi calling and turn it on. You may need to enter or confirm your address for the emergency services.

If Wi-Fi Calling is available, you’ll see "Wi-Fi" in the status bar while viewing Control Centre. Then your calls will use Wi-Fi Calling.