Mast out of service? No internet/data for days

[CJAlaw]

We have a 5G hub and our phones and internet haven’t been working for days. No calls or texts, can’t load pages etc. occasionally it’ll work for three minutes then drop out which is almost more frustrating than nothing at all.

the service status checker thing says it should be good in our area but other people who have been here say they aren’t getting signal either with EE.

customer service after over an hour on the phone said a mast is out of service, no idea when it will be fixed but this isn’t showing on the status checker.

Also, when we decided to get the 5G hub, checking the general indoor/outdoor service for our address showed as good but now it’s showing as poor. It’s as if something has changed but it’s very unclear why or what.

It’s never been the best internet but I could work and stream things, download and upload etc, but in the past few days it’s dropped off a cliff and u can’t get consistent answers.

Is EE just no longer covering my area (suggested by the fact it now shows as being poor 5G coverage here)? Is there a problem with a mast that’s getting fixed? If so when will it be fixed, how can I find out?

what can I do? I’m cut off in terms of phone and internet at my house with no idea when the phone signal will be back. I’ve had to order a broadband contract (we got 5G because the broadband wasn’t great in the first place). But not even having phone signal for calls and texts is difficult and I’m worried it’s not getting fixed.

[Schockwave]

Hello @CJAlaw ,

Welcome to the community,

If you could click on the link below, you can register, report and receive updates:

https://ee.co.uk/help/mobile-coverage-checker

Unfortunately, there could be a number of reasons why this has happened, nothing is faultless. There you are., nothing we can do here, but I would strongly advise you to register on the link I have given you, as you will get updates.

[bristolian]

If multiple EE users are off-service and the status checker doesn't list anything, use the "report a problem" link to send further details.

I'd suggest every affected user does this. Known faults should be shown on the checker, there shouldn't be any scenario where CS claim an outage that's not listed.

[CJAlaw]

Hi thanks for your reply!  I’m also Bristolian originally 😊

I have reported the issues twice that way in the last couple of days but have heard nothing back. I was also confused about why CS said there was this outage but it’s never been shown anytime I go to check the status. I’ll ask everyone else who happens to come by to report as well.

im also confused as to why when i first ordered the 5G hub, checking the general 5G coverage in this area showed it as being good (this isn’t the up to date service checker, but the information about where in the country you can get good indoor/outdoor service) but now it says it’s poor. Why would that happen?

[bristolian]

Predicted coverage can change over time, due predominantly to physical alterations that may be made to sites (antenna orientations and/or tilts mainly) - this is usually to improve overall performance but can sometimes be targeted at specific locations.