Coverage in Wednesbury

[Leanne_T]

Update: 10 April 2025

Over the past few months, our engineers have been continuing negotiations with the site provider to agree the terms of the build and access the area to start building the equipment for the new mast. Once all negotiations with the site provider have been completed, we can start building the equipment needed and confirm an approximate on-air date for the new mast.

We will keep you updated on this post.

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Update: 20 January 2025

Over the past month, our engineers have been continuing negotiations with the site provider to access the area and start building the equipment for the new mast. Once negotiations have been completed, 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.

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We are aware of a signal issue that is affecting some of our customers in the Wednesbury area. Our mast in the area had to be removed from the existing site at the end of November 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.

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.

[Jaymorrisxx]

I’ve been calling up since 25th November regarding my signal being terrible. I’ve been told numerous times it’s because the mast has “gone down” and it’s showing soft-optimised or something and the engineers are working on it to fix it. Only since finding this forum have I found out that it’s actually that the mast has been removed! Like you say, surely EE would need some sort of notice from landowners to remove masts to have time to build a new one? Terrible. 

[Liamski1]

Hi,

Not really. Law states that EE are given at least 18 months notice to remove a mast by a land owner, not withstanding any other processes and appeals which could serve to lengthen that time period.

We are at a point where the mast has gone and the signal is lost and there is not a replacement. I don't know how this can be interpreted any other way. Correct me if I am wrong please. 

[bristolian]

Site leases are a complex field, with both general principles and some specific aspects. As per the EE staff post - as soon as a replacement site is known to be required, the new-build process starts.

Frustration in these circumstances is entirely understandable, but EE have an admirably open approach to these situations compared with other operators.

[CWs10]

As a previous post I don’t have any access to any Wi-Fi or any internet other than my mobile service will there be any compensation for those of us effected by this 

[BadSignal82]

when a site has been found, how long does it usually take for the work to commence?

My reason for asking is because I live in the area that the new mast is going to be built. I received a letter back in July informing me that work was going to commence and that it had been approved by Sandwell council but since July no work has started and I have no signal. This is very frustrating and it doesn’t sound like EE are in any rush to start putting the new mast in place even though the site has already been selected which I have proof. 

[SJS87]

Good morning. 

Is there more information regarding the progress of this issue since this post last week? I'm getting so frustrated, having to leave the area to make calls is not the service I'm paying for. Surely we should have been given notice a long time before the mast was actually removed and not some time afterwards?! It's all well advising and relying on customers to use Wi-Fi calling but this is only for people who actually CAN use Wi-Fi calling but what about when I need to make and receive important calls to companies, doctors surgeries, like my work for instance? What about people who work from home?  This is really poor service from EE. To say my family and I have been EE customers for well over 20 yrs, going back to when you were T-Mobile, we've never been so disappointed as we are now with this ongoing problem. Please tell me that there's an end to this network nightmare soon. Just purchased a new phone and being unable to make and receive normal calls is no fun at all. We need dates and EE should be more open to share details of the work progress along the way instead of leaving paying customers in the dark. Will there be any compensation offered to us? If this is to be going on for much longer then I'm afraid I'll sadly be turning my back on EE, hopefully there is an option to terminate my contract without any added costs as that would just be adding insult to injury.

Please keep us more informed.. 

[Leanne_T]

Hi everyone. 

If you're affected by the mast being offline and would like to discuss your options, please get in touch with our technical support guides who will get this looked into for you. 

Once we have more information, the main post will be updated with the latest details for the area. 

Thanks. 

Leanne.

[SJS87]

I've called EE technical support guides at least 5 times now, some in Newcastle, one in Ireland and they can only tell me the same thing, the mast has been decommissioned and they have no date set as to when this problem will be fixed. They try to help with tecnnical support  that can be fixed, they are not the complaints department. It's surely embarrassing for them to not even know themselves what to do as they know they cannot help. I'm afraid I'll be looking for EE complaints number and seeing about changing my network provider and trying to get some compensation from this whole mess, how sad after 20nyrs + of being with EE. I cannot afford to miss any more calls and wasting my time having to leave the area with a young child just so I can make a call! 

[DanielleH2]

I can see you said you'd update when you had a date for the work to be done. That was twelve days ago. Is there an update?

I use my phone for work purposes and I'm not able to receive messages, calls or emails at the moment when I'm at work.

Are Wednesbury customers going to be compensated? Monthly bills reduced?

[Leanne_T]

Hi there @DanielleH2 

Once we have more information we will update the main post. 

If you are affected by the mast being offline and would like to discuss your options, please give us a call and our mobile guides will get this looked into for you. 

Leanne.