Iphone

[docbooth2]

Loss of iPhone connection in the part of Teesdale in which I live - nearly for 4 dsys

when will connection be restored 

[Leanne_T]

Hi @docbooth2 

Welcome to the community.

Could you check the status of the network in your area, if you enter your postcode into our coverage checker and hit 'check status'?

This will show you if we have any problems in the area and you can register for updates. 

Leanne.

[docbooth2]

There is no problem with my iPhone - the problem is that your service is down in the area in which I live and has been for four days.
When are you going to resolve this problem which is affecting your customers in this area.
It’s bloody annoying not having the phone - and that is putting it mildly
Alan Booth

(Dr. Alan Booth)

[Leanne_T]

If you register for updates using the status checker provided, the network team will keep you updated with any work being completed in the area @docbooth2 

If you would like to discuss this further, please call us on 150 and the team will be happy to help. 

Leanne.

[bristolian]

The nature of telecoms networks is that localised faults are difficult to completely eliminate, but all are rectified as soon as practicably possible - depending on the nature of the issue and therefore the fix.

WiFi-calling provides good mitigation for indoor coverage anytime there is an issue.

[pjhodge]

Just had a text saying there will be an update on 2nd NOVEMBER!!!  I'm sure EE would act faster than this if there was a problem with my payments!

The mast concerned ( Romaldkirk)  is about the only mast that provides coverage to a significant rural area (The next ones are at Bowes or in Barnard Castle)  so having NO mobile phone signal for an area which is probably all the way up Teesdale from Barnard Castle for a distance of about 10 miles isn't brilliant.

This was the text received .. Update on Home. We need to send an engineer out to site to assess the problem with the site. We will next update you on 2 November.  

I'm not sure if it is possible to escalate the response - another week before an engineer calls to have a look does seem excessive.

Yes I know about WiFi Calling - but that isn't brilliant when out of the house, or if (God Forbid) we needed the emergency services when away from home.  

I am very disappointed with the slow response.  

(PS I have 5 contracts with EE....)

[bristolian]

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@pjhodge wrote:

I'm not sure if it is possible to escalate the response - another week before an engineer calls to have a look does seem excessive.

---

To escalate this is to assume that all efforts are not already being made, and often when a fault fix takes longer than the common 2-3 days, there is an external or third party dependency which cannot just be solved as quick as everyone would like.

There are multiple valid reasons why a fault fix may be delayed, but if you want to discuss specifics then calling into 150 is your best course of action.

[pjhodge]

I would like to think that all efforts are being made but as it is a rural part of Co Durham It probably isn't on anyones list of priorities and all efforts probably translates to best effort on available budget ...  Have submitted formal complaint.... (I'm not saying that any other carrier would be better I'm saying rural communities don't seem to be on anyones priority list for most things including mobile signals...)

[bristolian]

If anything, the opposite is true and rural coverage faults are more of a priority for EE than those in built-up areas.

EE are industry leaders in rural coverage, and have certain coverage obligations that are not true of competing networks. In urban locations, there are often overlapping sites that can pickup some of the lost traffic during a site outage - this is not necessarily true of rural sites, the fault priorities can often reflect this.

There is certainly no missing focus on rural outages just because of a site location.