No information when network down

[Circular]

Why do EE choose to give no information when they have an outage?   I’m sure it would only take a day or two to hook up their internal automated systems to an API that their customer facing tools could use.   It’s a poor show to hide behind we’re investigating.  

also why is it almost impossible to report outages?   

[Circular]

Nothing mentioned about pre warn on my part but thanks for your considered response 🤦‍♂️

[Leanne_T]

Morning @Circular 

Thanks for registering for updates on the status checker, once the network team have further details they will send you an update. 

Thanks 🙂

Leanne.

[Maxpower1]

• You say that, but I have been getting daily updates for a week now, and they are really useful (lol).
• they inform me that there is a problem locally and should be fixed in 16 hours !! .
• interesting it’s the same 16 hours that I am being informed of each day. I hate being treated like an idiot. Surely they can come up with a realistic and true assessment of what the issue is and what they are doing about it along with a fairly precise time scale, not something just plucked out of the air.
• interestingly my IPad is on the same account, (different number).and informed that it suffers from the same issue.
• I turn off all WiFi and yet get in excess of 250 mbs. how can this be explained. I am totally fed up with EE and unless it’s sorted quickly they will lose my business. 

[Chris_B]

@Maxpower1   You can connect to other masts not just the one that’s being reported to you as faulty.   Depending on where that mast is located EE engineers might need to get permission from the landowner to go to that mast they cannot just access it without permission.  So if they are wanting on permission it’ll take longer to rectify.   Once they can access a mast they need to see what’s wrong with it and maybe acquire parts this then makes the waiting time even longer.  

[Maxpower1]

I can accept part of what you say, but surely every mast must have all the
relavent information held on file, including contact arrangements with site
owners under normal and emergency instances, also details of what equipment
is in the mast and the availability of spares which are normally modular
and can be replaced in a short amount of time. If none of these are in
place then one must look seriously at how they are being managed.

[bristolian]

The fix times offered by the status checker are an estimate based on the fault nature, and operators have to decide whether to offer an estimate (which may slip) or not (and frustrate users who want one). It's a balancing act, the vast majority of faults are rectified in target time, but there will always be some that aren't.

There can be numerous reasons for fault times slipping - access issues are one, but there may also be others such as additional issues coming to light. Fault restoration slippages can be frustrating for all concerned (I've experienced the 16hour advice myself), but there's certainly no intentional delays.