Coverage in South Norwood

[Leanne_T]

Update: 6 March 2025

Over the past few days, our engineers have installed the transmission and integrated the mast onto the network. The mast is now on-air, restoring full service to the South Norwood area.

We will continue to monitor performance in the area.

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Update: 28 February 2025

Over the past few weeks, our engineers have accessed the area and completed building the equipment needed for the new mast and are waiting for the transmission to be installed. Barring any unforeseen circumstances, we expect the transmission to be installed and the mast to be on-air by the middle of March.

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 South Norwood area. Our mast in the area had to be removed from the existing site during January 2025, 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.

Our engineers have completed surveys and designs at one location, and found the area will be suitable for the equipment. We are currently working with the landowner to access the area and start building the equipment needed for the new mast. Pending a positive outcome from the negations, we can start building the equipment and confirm an approximate on-air date 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.

Leanne. 

[220K]

KayFab your looking for something like this under the Openreach website if it says available you can speak with BT sales about getting upgraded 

 

[PauloRamos]

I don't have connection since 6 January..customer service was horrible until now ..I had to pay my bill on total..I have 3 phones in this contract without coverage..now they told me next month bill will be reflected the issue ..any updates was sended ..unbelievable treatment from EE ..first information the issue should be solved until 13 January..until today nothing at all ..

[JaneNicholl74]

When will this be sorted? The situation is ridiculous. I am having to stand outside of my home to make and receive calls, and I have missed many important calls from numbers that don't do WiFi calling.

[bristolian]

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@JaneNicholl74 wrote:

I have missed many important calls from numbers that don't do WiFi calling.

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Sounds like you misunderstand what WiFi-calling is. I think you take it to mean using apps such as WhatsApp, Messenger and suchlike, in which case you're correct - you can only communicate between other users of that app.

WiFi-calling is not this, but simply allows you to use WiFi instead of mobile coverage, as your connection to EE's central network. How the other party to a WiFi-call connects to their network is immaterial - it could be a landline in Edinburgh, a mobile in Exeter, or a business in Eastbourne. Once your phone has WiFi-calling enabled, you continue to make & receive calls using your phone's normal dialler.

[hortonmatty1210]

Will i be refunded my contract charges due to not being i formed that my area will have coverage problems because why should i pay for a service i am not getting this is completely unexceptable 

[NotKevinBacon19]

I find that the problem with WiFi calling is that it is not reliable, it consistently drops calls. Every time I make or receive a call now I have to immediately explain at the start of the conversation that the call might be dropped. The whole situation is a disgrace. EE can't be held responsible for the landlord deciding to remove the mast (for whatever reason), but the way they have handled the situation is appalling. Even now, weeks into this situation with all these comments and complaints they can't even be bothered to respond or post an update.

[bristolian]

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@NotKevinBacon19 wrote:

I find that the problem with WiFi calling is that it is not reliable, it consistently drops calls. Every time I make or receive a call now I have to immediately explain at the start of the conversation that the call might be dropped.

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WiFi-calling is fundamentally a reliable service quite capable of holding calls just as well as the mobile network is.

I suspect you have WiFi-calling enabled, but your phone is not using it due to some mobile coverage being present. Either that, or your phone is losing WiFi signal and attempting a handover to a non-existing mobile signal.

Testing using flight mode enabled, and WiFi-activated manually, should prove this either way.

[Will01692]

This has been a month since your update and no further information has been provided and there is still no connection at home. This has been nearly two months with no data connection. there needs to be some compensation as I have two devices that are not doing what I am paying for. this is a complete shambles and there has been no communication to your customers. 

[hortonmatty1210]

I will be leaving ee due to this so 2 moblie contracts and home internet im
fed up paying for a bad service

[Sch275]

You will have to contact EE and ask for a refund. The gaslighting at the start of this debacle was next level. When they finally admitted there was an issue they offered to discount the bill. If they haven’t sorted it out within 3 months they have to release you from your contract according to ofcom.

I have been a customer since 1997 when I joined Orange and have been brand loyal ever since but they have absolutely lost me as a customer over how this has been handled.