No signal in my area, southport marshside

[Vuezeon]

For the last 4 days when I get home from work I have no signal whatsoever and due to not having full fibre Internet i have been relying on the £82 contract I pay to hot-spot most things in my house, without being able to use my phone it's become pretty much pointless if it is not sorted out soon I will be leaving EE network and going elsewhere.

[bristolian]

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@gusmagoo wrote:

a few of my neighbours have jumped over to Virgin fibre so they must be rubbing there hands...

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The mobile network and fixed-line broadband are completely different technologies & networks.

[gusmagoo]

Indeed they are... Until recently we didn't have cable, so many round here invested in data contracts (mainly on ee cos we have a mast close by which gave much better service, especially on ee (5g)) . Sadly its now broken. No phone signal at all inside a building. Outside ok, but not good. Mast down equals no internet. Virgin cable clean up... hope thats clear enough... 😬

[Greg11908]

EE are shocking there’s a picture of the mast being taken down , I’m a business owner most of my work is in marshside and my phone is unusable. I’m on a business contract and I’m loosing jobs hand over fist yet EE offer no completion date . On there  signal tracker there’s no problem. I’ve contacted the customer service numerous times with no dates offered to resolve a problem that’s costing my business dearly . I’m tempted to pay two years line rental and leave as I’m loosing so much business . 

[gusmagoo]

Yes shocking. They now don't acknowledge the problem in my postcode area but I still can't use my phone at all in or oustside my house without issues. No phone, no internet, according to them, no problems. We will be leaving ee in 2025. They are not in the least bit **bleep**d. Bye bye ee... 

[Greg11908]

3rd of January masts still not working in marshside area , an update would help from EE . 

[arcnet]

They've just told me that they're waiting for authorisation to carry out the next bit of work but, when pressed, the agent didn't know what work nor when service is likely to be restored. Utterly appalling!!

[bristolian]

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@arcnet wrote:

the agent didn't know what work nor when service is likely to be restored. Utterly appalling!!

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In fairness to the CS agent you spoke to, they will be several steps away from the Field teams actually responsible for restoring service.

CS are, by & large, setup for those who just want their phones to work and don't much care how. Thus their training and systems access reflects this. Network engineers & those involved with site legals are not customer facing for obvious reasons.

[arcnet]

My criticism was not directed at the CS agent but EE as a company. There is a support ticket open to deal with restoring power to the mast and the notes should be accurately updated by the Field teams. The latest update was due today, 3 January and that, as I said in my previous post, was non informative.  This saga has been going on now for over 6 weeks.

[bristolian]

I don't know specifics of this particular case, but if there is a third party or legal issue, it's feasible that there may not be substantial progress until a full return next week.

Frustration is always understandable in these circumstances, but no-one will be intentionally delaying any fix.

[gusmagoo]

Ok so over Christmas and new year I had a number of messages saying the issue had been fixed. Still can't make or receive calls inside. Rang today, had another month of fees credited. It's clearly not the call handlers fault so I'm always pleasant with them. Must be embarassing for them. Been down now since 19th November at Cambridge Road area. Hoping for a fix soon... Something to do with water getting into power supplies...