New mast has signal but no connectivity

[4wd]

We generally have no phone signal whatsoever but where there was a 'just usable' signal that has now been swamped by a new mast (finally!) turned on.
Only it seems to be putting out a carrier with no connectivity.
So we are worse off than before it started up.
Is this normal, I hope it will  start working properly in hours not days or weeks.
Or maybe it's faulty - there is no way to ask simple questions like that apparently.
YO21 2DG
 

[bristolian]

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@4wd wrote:

I can't speak with anyone at EE or report anything at EE because my phone uses EE network but isn't on an EE contract.

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Are you on EE PAYG? You can contact EE CS on 07953 966150 if so - you need not have to call from an EE phone, it can be any working phone.

Or are you with another MVNO piggyback provider? If the latter, you need to contact them - EE cannot assist as you are not their customer, and the status checker won't accept submissions from non-EE users.

[4wd]

"EE can't assist because I aren't their customer"
Except their mast is in my field and my phone uses EE.
This is typical of unhelpful patronising EE though.
I know that if I contact the company my phone is on they will get no sense from EE either.
It's nothing they are doing - it's EE need to sort things out or at least explain what on earth is going on.
Or they could just ignore reported problems until they go away same as usual.

[bristolian]

Who is your mobile provider? To whom do you pay your bills or top-up credit?

[Matt_124]

The only way to officially report said-problem is to contact your provider for them to register the fault with EE. There is no mechanism for a non-EE customer to log a fault with EE.

[4wd]

Not relevant or needed information.
it's one of several that use EE and therefore I'm an EE customer and my phone uses EE.
Or it would if they ever get a phone service running.
- because apparently it's impossible -

[4wd]

I'm asking if its a fault or not unheard of as a way a new mast comes on.
i.e. engineer comes out and makes the antennas live then some hours or days later it goes active on the network.

[bristolian]

If you're not using EE PAYG, or EE pay-monthly contract, then you are not an EE customer.

You are a customer of whichever MVNO provider you're using, and it is they who are responsible for all CS issues - including fault reports.

As already mentioned, there is no mechanism for non-EE customers to report faults into EE-CS directly, and neither should there be. The MVNO provider is responsible for that.

The process for installing & commissioning new sites involves numerous steps from tower build, equipment install through to integration. Testing calls, texts & mobile data using EE SIMs is part of the final stage.

[4wd]

Great way to dodge any helpful answer by pretending no response can be given about a non-functioning mast because somebody else has to ask about it.
Well done mission accomplished it is plainly pointless posting anything further here.

[bristolian]

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@4wd wrote:

Great way to dodge
Well done mission accomplished it is plainly pointless posting anything further here.

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Despite numerous attempts to enquire about some of the specific symptoms, there's still several unknowns here - and the MVNO factor was only mentioned later in the thread. That introduces the potential for an account-level or config issue with the MVNO.

I'm intrigued by this case, but there's simply too many variables to advise further. EE users should be reassured that when a new site or technology (i.e. new 4G frequency/band, 5G addition), is brought live, there is full call testing onsite followed by a period of performance monitoring.

[4wd]

It's the new ESN network the trouble is so far as phones are concerned it is still EE so you can be in the ludicrous situation of having the EE (forbidden) network overpower a usable but weaker EE signal you could have used.
Since they switched a new ESN mast on here we no longer have any usable signal.
I can hardly believe they think this is a reasonable approach.
A sort of work around is disable automatic network selection and select the weaker EE option that isn't (forbidden).
In practice I find it keeps jumping back and also you can only use voice calls no 4G.
Here this is basically all we have so not much use well done EE.