If you work in or around EC3N, here’s something EE won’t openly tell you.

[mrleosir]

EE removed the mast covering this area over 3 months ago. That means there is now no usable EE coverage here. When I finally got through to them, I was told on the phone that other people are also calling in with the same problem — yet they still say “we can’t see anything wrong”.

Of course they can’t see anything wrong: the remaining masts are technically working fine. The problem is that the mast that actually served EC3N is gone, so coverage has simply disappeared.

Despite this being their decision and a known issue, EE’s best offer was to keep my existing 50% line-rental discount for 12 months, even though the loss of service will last around 17 months. No meaningful fix, no proper compensation, just “wait it out or leave”.

This is not what you expect from a premium-priced network. EE is happy to remove coverage in central London and then leave customers without service while charging them anyway — and then string them along when they complain.

Very poor handling and poor transparency

[bristolian]

In a dense area such as central London, very rarely will there be a single site covering any particular location.

You'll have a mixture of macro-umbrella coverage and capacity/infill-micro sites.

EE are actually quite open when sites are removed due to landlord or legal issues, compared with other networks. There's several open threads in this section of the forum advising of these.

[mrleosir]

Hi Bristolian,

You says stye are open about it but took a long time to get them to say this, is there a website showing the ones going/ gone? if they are so open?

[bristolian]

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@mrleosir wrote:

is there a website showing the ones going/ gone? if they are so open?

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They are listed in https://community.ee.co.uk/t5/Mobile-Network-discussions/bd-p/Network-Status section of this forum with title "Coverage in....."

[Northerner]

Hi @mrleosir 

I work in the City and walk in that area on lunch (steps) on the phone normally and have not had any issues on both my work or personal mobile both are EE. 

That postcode covers the uni and busy tourist area. 

Thanks 

[bristolian]

I also take issue with the removal of any site being "their decision". All network sites are on third party land to some degree.

When leases expire and cannot be renewed, or there is redevelopment of buildings that host a site, then removal of equipment will both sometimes be unavoidable but always a last resort.

[mrleosir]

Hi bristolian,

I don’t think I follow you put a link to the form, am I mean to search “Coverage in” or something cos I did and nothing came up. 

[mrleosir]

Hi Northerner,

 I am glad when your there you don’t have problems….

[mrleosir]

Hi bristolian,

You said you take issue with it being EE’s decision.
Well, it is their decision.

Whether they lose a contract, renew it, or move the cell elsewhere, that’s on them. I don’t decide where cells go. If they lose one, that’s on them. I don’t know why you have an issue with it being their decision, but it’s their call.

And so it’s my decision to leave for free when they remove coverage. 
As a customer, I don’t care if it’s a lease or a landowner issue, go to the building next door that is down to them. As a customer that’s what I’m paying them for to work out.
I’ve dealt with rude call centers too through this so I thought I would put facts out on their form if someone searches for the post code this will come up. Hopefully.
They told me to replace a SIM, I did. But went back to them. 
After over an hour of investigation, they found a cell was gone at the exact time I reported losing coverage. Funny how when a cell disappears, the customer issue and all those complaints appear at the same time, same month, same area. That’s why I’m sharing this. I paid for coverage, it’s gone, and that’s the issue. If you’re facing this, call them. First, make a formal complaint, get a reference number, and only then ask if they lost a cell. Once confirmed, coverage is gone, the contract is broken, and it’s time to leave.