Coverage in Stanley

[Leanne_T]

Update: 18 March 2025

Over the past few months, we have completed legal steps to legally acquire the land from the site provide. Our engineers are currently planning the build of the equipment and once the plans have been completed, we will work with the site provider to arrange a date to access the area and start building the equipment. Once we have a date for the build to start, we can confirm an approximate on-air date for the new mast.

We will keep you updated on this post.

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Update: 14 November 2024

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

We will keep you updated on this post

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Update: 07 June 2024

Over the past few months, 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 for the new mast and confirm an approximate on-air date.

We will keep you updated on this post.

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Update: 19 January 2024

Over the past month, our engineers have accessed the area and completed designs and surveys of the area and submitted these to the site provider for approval. Pending a positive outcome from the surveys and designs, we will begin steps to legally acquire the land from the site provider. Once all legal steps have been completed, we can start building the equipment needed for the new mast and confirm an approximate on-air date 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 Stanley area. Our mast in the area had to be removed from the existing site in December 2023, as this was requested by the landowner.

Our engineers have located a new area for the mast to be installed, and we are currently carrying out surveys at the site to make sure the area will be suitable for the equipment. Once all surveys are complete, we will begin steps to legally acquire the land from the site provider. Once all legal steps have been completed, we can start building the equipment needed for the new mast 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.

[HeatherLouise91]

How come I had customer services telling me there was absolutely nothing wrong with the signal in my area for the last six weeks? I’ve been passed to managers, had to email proof that I’ve not been able to use my phone outside of the house, and absolutely gaslighted into thinking that there’s no problems with the network. What does this mean for our bills? I haven’t been able to use my phone for a large chunk of two months. 

[Leanne_T]

Hi @HeatherLouise91 

I am sorry you have been advised this when you called, if you are in the Stanley area and affected by the mast being offline, please get back in touch with our mobile care team to discuss your options. 

Leanne.

[HeatherLouise91]

Hi thanks for replying, I’ve been trying to but honestly no one is understanding my frustration. I’m being passed around and my complaints still aren’t being taken seriously. What are further steps I can take? And do you know how long it’ll be before the mash is back online? Surely it’s gonna take a while since the old one is being removed, the new land is being checked, and then the mast has to be built?

[Leanne_T]

Hi @HeatherLouise91 

Once we have an update the main post will be updated. 

If you call us again on 150, the team will look into what options are available you can also open a compliant on our Make a complaint (ee.co.uk) page. 

Leanne.

[Stephenproud63]

Hi,

    Until this new mast is in place and operating will our bills be suspended as we are not recieving the service we are billed for. We mostly stay in this area (myself and my wife) and can no longer ring each other , very very inconvenient. We went with EE because they advertise saying they have the best coverage.

[Lauren199507]

I called EE and made a big complaint. Told them I will not be paying for my bill when I can't even use it. I got money off
Lauren

[Wooly1982]

The issue here is that there is a standard policy in place for bills to be credited in this scenario but if you are not aware of this policy and don't contact EE you won't get compensation. And worse still you can only be compensated from the point you call onwards and not previous months as I have been advised by EE  I cannot understand why they can't just auto credit of your account has a postcode linked to the issue being worked on given you enter your postcode on the checker. Spent hours on the phone chasing up credits etc. 

[Leanne_T]

Hi everyone. 

Thanks for posting. 

The main post has been updated with the latest information and can be found here Coverage in Stanley - The EE Community

If you are affected by the mast being offline, please get in touch with our mobile care team to discuss your options. 

Leanne.

[proc1305]

Surely everyone in the DH9 area should automatically receive compensation in some shape or form. We all shouldnt have to complain before we get anything. Its not our fault the mast had to be taken down and a new one put up eventually. We are paying every month for a service that is not 100%. What is EE going to do about this please? 

[Woodsie89]

Ever since moving to EE last year my reception has been terrible when I'm not connected to WIFI and can't make a simple call without it being cut off or not being able to hear anything. My partner joined in January and also has the same experience. We feel we are paying our bill every month for a service that doesn't work half the time.