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This service isn’t working right now

Daniel_Curry
Investigator
Investigator

Looking to report a coverage issue in my area. However when raising a request. I'm faced with "This service isn't working right now".

Is this system down or disabled?

Signal in my area has always been poor. Even with a pretty new device. S24 Ultra.

Cheers,

Dan C.

7 REPLIES 7
Linzi_H
EE Community Support Team

Hi @Daniel_Curry 

Welcome to the community. 

I know it's never ideal when things aren't working as they should be!

Are you reporting this to us using our Coverage Checker?

When you say that the signal has always been poor, has it become worse recently?

What is it you mainly struggle with?

Linzi 

 

Daniel_Curry
Investigator
Investigator

Hi Linzi,

It's been like this for a couple years. It could be relative from how far away i am/obstructions in the way from the eNB that covers my sector. But depending where you are coverage does get better. Such as going up near the Tesco's. But that's covered by a different eNB i believe.

eNB in question is Macro site 21273. Cell 12 which covers my area of Calne. Wiltshire.

Checking basic data from the UE (UE in question is a Samsung S24 Ultra). connecting on to PLMN 23430 (EE). RSRP -122 on band 20.

eNB in question has a max signal strength of -73 dBm (RSRP) and i'm about 1.7 miles away from the site. It's possible there's another site that radiating over my sector. But no cell site identifier is provided in service mode of the UE (Unless i use a external 3rd party client). -100/-110 is classed as poor signal. -73 would be great signal. But if i'm getting -122 dBm. Then that's very edge of cell or poor signal strength in general. Which is displayed in how much the UE connects and disconnects constantly.

On my work issued UE which is a BT contract (Samsung S10 5G) seeing RSRP -113 on Band 20. Looks to possibly be the same eNB.

Both UE's show poor quality signal strength which again anything past really -100/-110 is classed as poor quality. ideal is -73.

in both cases when UE does drop from the network. Would expect a fallback on to 2G (As 3G is now removed). However there is no 2G signal. UE shows no network connection to latch to.

Cheers,

Dan C.

Leanne_T
EE Community Support Team

Hi @Daniel_Curry 

Thanks for coming back to us with the extra details. 

Could you try logging into your EE account on the Service Status Checker, you should have the option to report the problems you are experiencing and the network team will get this looked into for you. 

If you get an error, please give us a call on 150 and the team will be happy to help. 

Leanne.

Daniel_Curry
Investigator
Investigator

Yeah going to have to call in. Still showing as not available.

1000008898.jpg

Leanne_T
EE Community Support Team

I see @Daniel_Curry 

If you call the team can also look into this error message you are getting as well 🙂

Leanne.

Been like for months, but information was wrong before so no great loss, can't edit My Places or unsubscribe from status alerts, I assumed that was because I am no longer a customer due to lousy signal all year in my home city - Oxford

Leanne_T
EE Community Support Team

Hi there @Mstom 

Thanks for coming back to the community. I am sorry you are receiving the updates for My Places after leaving us. 

If you give our guides a call, they can remove your details so you no longer get updates for the area. 

Leanne.