Poor signal Duxford

[Baz67]

The signal was excellent before February 8th 2025. Now we have no signal or maximum of 1 bar since then. 
network coverage says excellent. I can assure you it’s not!!

[Freshayre13]

I was at IVM duxford today and despite both devices saying having coverage couldn’t message or check anything data related all day until about 5-10 miles from there 

[Freshayre13]

I was at IVM duxford today and despite both devices saying having coverage couldn’t message or check anything data related all day until about 5-10 miles from there any reason why outage 

[Lesley_W]

Hi @Freshayre13 

If the Service Status Checker doesn't show any work currently happening, I'd recommend getting in touch with one of our technical guides who can look into this for you.

Lesley

[Jon_dux]

Lesley, I've spoken to your technical guides almost eight times over recent months and reported the no data issue in Duxford over 40 times on the check status page. 

Every single person I have spoken to has been completely useless and powerless to give even the slightest update of what's happening. The only solution they have given is to leave EE without penalty. 

I don't actually want to do that, I'd like to know why we have had no data service since February and what the plan is to fix it. Yet despite being, apparently, a technology company, your own people lack the capability or ability to escalate to the network team to seek answers to what's going on. 

I even got to the point of contacting the Head of Mobile Networks via LinkedIn, but she hasn't even dignified that with so much as a response 

Maybe you could navigate your way to the EE Email address book, find someone who might have an idea and find out when exactly someone is going to fix this?

[Peter_W]

Good morning @Jon_dux.

Welcome to the Community. 

I'm disappointed to hear that you've been struggling to get updates on these issues when checking in with our team. 

Network issues can sometimes be complex, with multiple factors influencing the timescale of their resolution, but I can appreciate your frustration if you're feeling in the dark about things overall.

If you feel like insufficient ownership has been taken when you've been flagging this, I would recommend raising this as an official complaint with our dedicated complaints team. 

They'll be able to look at your overall experience here so we can be sure we've done all we can to get things resolved here. 

Peter

[Jon_dux]

Hi Peter

Raising complaints is as pointless as the service checker. I have had four different complaint references and spoken to four different people but their only resolution to this problem is just to let you leave your contract without penalty. 

Every person says they are physically unable to contact anyone in the network team, unable to provide any details about what's wrong, unable to pass my details onto someone to call me back to update me, unable to escalate. They just say 'we can let you leave your contract without penalty'

I simply cannot waste any more of my time flagging another complaint to just be told the same thing. Was hoping raising it here might get a different response but alas, once more, just a standard stock response. 

It's bewildering that the complaints team lack any autonomy or ability to actually get meaningful updates on a network issue that has now been going on for six months. 

Jon

[bristolian]

As much as I admire your motivations, I'm not surprised that LinkedIn approaches have been ignored.

CS do have mechanisms for escalating suspected network issues into support areas, but there are certain pre-requisites that need meeting. The outcome of those mechanisms also depends what the underlying issue actually is - and thus the nature of the resolution.

[Jon_dux]

Agree, Bristolian. LI was always a long shot but as I had been told by multiple CS Complaint handlers they lacked the ability to escalate, thought it was worth a shot. 

Interesting you say there are mechanisms for escalating depending on underlying issues. Multiple people told me they lack any mechanism and have no idea what is actually wrong with the Maarnford Farm tower (they checked the engineer notes but in their own language 'Its all just abbreviations and nonsense')

My current workaround is run my data off a Three eSim, which EE should be embarassed about. Unfortunately whilst Three is good where I live, it's not as good elsewhere or I'd just have left. With a bit of luck the ThreeVodafone sharing will remedy this and give EE the competitive kick up the behind I think they need (both on pricing and service)

[bristolian]

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@Jon_dux wrote:

Interesting you say there are mechanisms for escalating depending on underlying issues. Multiple people...have no idea what is actually wrong with the Maarnford Farm tower (they checked the engineer notes but in their own language 'Its all just abbreviations and nonsense')

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You've hit on a common reason why less is often more, with fault notes. Frustrated users often demand more information on protracted faults, and details on resolution plans.

When those details are necessarily technical in nature, it's rarely customer-service friendly!

[Jon_dux]

Indeed. Which bring us back to the nub of the issue which is what feels like an intrinsically non-customer-led and complacent culture at EE - from engineers that leave unhelpful updates, to Standard Operating Procedures for CS that leave them powerless to help, to digital tools that simply close issue reports automatically after 48 hours to Senior Execs who feel responding to customers is below them.