No signal 4 Months and counting

[jdrose]

We are in a rural area and the mast that usually supplies our signal whilst temporary has been in place for well over 5 years. We’ve had a few occasions of it going offline but within a few a days it’s back up and running. This time it went offline in August and is still off. EE customer services are unhelpful as they are unable to provide much information as to what is going on and when we ask to speak to someone who could update us we are promised calls back but no one calls. We rely on the mobile network for our business and we had to change to EE when we moved to have a signal. We get the usual context to wifi but that only works one if we have power (power cuts do happen) and means the mobile phone is no longer mobile and we are stuck in the office and cannot go outside. Please can someone point us in the direction of someone who knows what is happening with the mast, what is the fault why is it taking so long to fix and when will it be fixed so we can make some plans with our business. MDNL own the mast EE owns MDNL someone talk to someone and please help us find out the answers to those questions.

[bristolian]

For info, the passive asset company is MBNL, not MDNL. EE install their own active equipment on every site.

The vast majority of network outages are resolved in a short space of time, but sometimes external factors or third-party issues prevent that. There are numerous possible reasons for delays beyond that - legal or H&S issues are but two examples, but there are multiple alternatives.

Register for updates using the web-status tool if you haven't already - https://ee.co.uk/help/mobile-coverage-checker 

[jdrose]

Thanks for the correction on the typo bristolian. We would just like to get to speak to someone who can confirm what the issue is and how long it is expected to take, as this is making a problem for our business. If we can get answers to those specific questions we can at least make plans for our company. We have registered for updates, we tend to get one within a day or two of registering and then nothing at all, not even a "its taking longer than expected to fix" so at least we know something is happening. Are you able to point us in the direction of someone who can answer these questions?

[bristolian]

Your point of contact for all service issues is CS on 150.

Realistically, CS agents are geared towards users who just want their phones to work and don't generally care for the detail. There may even be entries in the fault ticket that're confidential.

Call 150, speak to an agent - you may even be passed to a "Level 2" CS agent who might be referred to as "technical support". See whether you can get any sensible answers, but I have doubts.