Coverage in Newhaven

[Leanne_T]

Update: 10 January 2025

Over the past few months, for the first location, our engineers have started legal steps to legally acquire the land from the site provider. Pending a positive outcome from the legal negotiations, we can start building the equipment needed for the permanent mast and confirm an approximate on-air date.

For the second location (which we have located as a back-up, in case of any unforeseen problems with the first location), our engineers are completing surveys and designs to make sure the area will be suitable for the equipment Pending a positive outcome from the surveys, we can start legal proceedings to acquire the land from the landowner and start building the equipment needed for the new mast.

We will keep you updated on this post.

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Update: 22 August 2024

Over the past few months, our engineers have been looking at alternative options to improve coverage as quickly as possible.

Over the past week. we have installed a temporary mast in the area to ease congestion and improve service in Newhaven, whilst we progress the two other locations for a permanent mast.

We will keep you updated on this post.

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Update: 24 May 2024

For the first location, our engineers have started legal negotiations with the site provider to legally acquire the land and start building the equipment needed for the new mast. Pending a positive outcome from the legal steps, we can start building the equipment needed and confirm an approximate on-air date for the new mast.

For the second location (as a back-up in case of any unforeseen problems with the first area), our engineers are conducting surveys and designs at the area to make sure the area will be suitable for the equipment. Pending a positive outcome from the surveys, we can start legal steps to legally acquire the land from the site provider and start building the equipment needed 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 Newhaven area. Our mast had to be removed in April 2024, 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. We have located two potential areas for a new mast and are currently conducting surveys to make sure the locations will be suitable for the equipment. 

Pending a positive outcome from the surveys, we can start legal steps to legally acquire the land from the site provider and start building the equipment needed 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 Using WiFi Calling  Help page.

[mornaus]

Hello Leanne_T,

is this the new mast on Ferry Road / Warriston Road? We live around there and reception is unacceptable for some weeks now.

[Guadiana]

Would have been nice to be contacted by EE when the mast was about to be decommissioned - it’s not as if the problems were in the least unpredictable. Instead I’ve had to find all this out in the course of several phone calls to EE this evening. I have no 4G signal outside and my phone calls constantly fade in and out.

There should really be a complete suspension of bills for customers affected until such time as the issue is fixed. 

[pmollahan]

Hi @Leanne_T 

Can we get an update on this issue please? It's more than 2 weeks ago now since I first reported an issue. Having no data and very poor phone coverage at home means my plan is currently of little value. 

Thanks, 

Paul

[ScurvyJohnHoff]

No point clicking on the "Keep me updated" option...after 10 minutes I got a text saying issue has been fixed. I also reported an issue over a week ago and was told there was no issue.

What size is the affected area? Can confirm no signal in Hawthornvale, Dudleys, Stanley Road, East Trinity Road. Had signal on Ferry Road but then dropped out when I turned onto Craighall Road.

[finolawoodhouse]

I am totally dissatisfied with EE. There is no resolution to problem. I am still being charged the same amount of money for an inadequate service. Pleas please resolve now or refund my money. This is dragging on for weeks and unacceptable 

[Faster]

I live in Hawthornvale. I called EE to complain and the call handler suggested it could be 6-12 months before they find a suitable site for a new mast, get planning permission etc. Their advice was to join a new network or accept a monthly discount. Basically, this isn’t a short-term problem. I’m moving to Vodafone. 

[amyhelliwell]

Same. I am 6 months pregnant and have had unexpected hospital visits so to not be able to call out as I only have wifi is really bad.

[Christopher_G]

Hi @amyhelliwell 

Are you able to use WiFi calling when you have access to WiFi?

Chris

[REM2605]

This is absolutely unacceptable.  We just took out a new contract with EE and at no time were we told there was an issue. Self-employed and losing out on work because of the issues.  Yes, we use WiFi calling but Virgin was down for a while too - so that option wasn't an option.  Having spoken to EE, they say they will pay the monthly fee until the situation is resolved, and we have to call up every month to report the fault and claim the fee back.  But what about compensation for stress, inconvenience, loss of work, etc?  I would like to know the procedure for raising this formally.

[REM2605]

Just to add, I opted for updates on the fault and just received a message saying that the fault has been fixed (similar to someone else on here).  So, can this be looked into please so we don't get incorrect information on this important issue?  Obviously, I now have no faith in the updates...