Singal loss in Thurston, suffolk

[Jb189]

We have had almost no signal where we live in Thurston, Suffolk for three weeks or more. About to cancel all of our family mobiles and request refunds for this time we have not been able to use the services we are contracted for from ee.

Not a happy customer!

[bristolian]

The best check for local service issues is via "check status" on https://coverage.ee.co.uk/coverage/ee which also includes facilities to report new issues and get updates on existing ones.

No network will guarantee a fault-free service 24x7, and the T&Cs do allow for this - however if you want to discuss your individual account, you can do so via CS.

Anytime you have indoor coverage issues for whatever reason, you can keep using your phone as normal by using WiFi-calling. If you have an internet connection to post on this forum, then enable WiFi-calling on your phones and you don't need mobile coverage to continue using them in that location at least.

[Jb189]

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@Jb189 wrote:

We have had almost no signal where we live in Thurston, Suffolk for three weeks or more. About to cancel all of our family mobiles and request refunds for this time we have not been able to use the services we are contracted for from ee.

Not a happy customer!

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Just had a msg from ee saying they tried to call me twice to discuss the signal issue...we have no signal!!! 

[bristolian]

Anytime you have indoor coverage issues for whatever reason, you can keep using your phone as normal by using WiFi-calling. If you have an internet connection to post on this forum, then enable WiFi-calling on your phones and you don't need mobile coverage to continue using them in that location at least.

[Joners]

Hi JB189,

Im in Thurston and have been having the same issue. Ive got a pretty good idea of what's happening.

EE (and Three) serviced most of the village from a mast at the Granary shops (opposite the Coop), this mast was scheduled to be replaced with a 5G mast that was installed in the New Green towards the end of last year.  EE Business support told me that they are currently waiting on the local council to approve their access request so that they can provision the new mast. It seems that the new mast may require a dig in the road as the council request was for traffic control purposes. In the meanwhile the existing tower that we were all using has been decommissioned and removed for the building works at the Granary. EE support said that they expect an update in the next 48hrs but we can keep calling back to check the status.

Id love to get some input from the local council as to what the hold-up has been but i dont know anyone there to ask and have no reference numbers to chase them with.

[bristolian]

The term "4G mast" or "5G mast" is itself a popular misconception - EE's network sites are intentionally technology-neutral where the structure supports all equipment that is chosen to be deployed.

The only tech that is almost universally deployed is 4G1800/4G800 - 5G is deployed alongside existing techs. Existing sites are rarely decommissioned now, just in order to move to a new location. It's possible there's a legal reason why the existing site had to be powered-down, and the new site is having 2G, 4G & 5G deployed from day one.

[Joners]

Thanks for the info. This one was definitely a relocation, I was at the planning meeting :). Not much of a relocation though, maybe 150m. The existing site was a postage stamp size plot next to a railway line, only a few sq meters in size with a single small cabinet. There was no way to expand the size due to an existing development. The new mast must be four or five times bigger with half a dozen 1.5m cabinets around it.

I have to say It’s just been frustrating for the locals, the new mast has been sat idle since it was built at the end of September. You’d of hoped that they would have provisioned the new mast before removing the old one. EE also doesn’t even acknowledge on their service page that there is an issue. I guess that no mast = no problem. 

[stempjks]

Have you or anyone on this site received any recent update from EE?

[Leanne_T]

Hi @stempjks 

Thanks for coming here. 

You can view any outages or reported problems for the area on the EE Coverage and Network Status Checker, if you select 'check status'.

What signal problems are you having? 

Thanks 🙂

Leanne.