Urgent: 4G Coverage Issues in RH20 3ND Area - Immediate Attention Required

[bertie-boy]

Dear EE Customer Service,

I am writing to urgently raise my concerns about the extremely poor 4G mobile network coverage in the RH20 3ND area. As I am currently undergoing cancer treatment, it is crucial that my health professionals, friends, and family can reliably contact me. However, the connection frequently cuts out, and the reception worsens by the second until it disconnects altogether. This has been a persistent issue for some time now.

Despite logging into my account and using the service checker, I have noticed that EE is checking the incorrect postcode, PO38 3DB, instead of RH20 3ND. As a result, I have been unable to resolve this issue.

When I spoke with Dillon at EE (reference: 24523358), he identified a problem with a mast in the RH20 3ND area. However, our conversation was abruptly cut off due to the same connectivity issues. Dillon kindly sent a text suggesting I try the app, which yielded no improvement, or use another phone on a different network, which I do not have access to.

Furthermore, my 5G Wi-Fi box, for which I pay £52 per month, also drops from 4G every 20 to 30 minutes in the RH20 3ND area. This situation is further exacerbating my difficulties. Reliable service is crucial for me, as it is truly a matter of life and death.

I urgently need this issue to be resolved to ensure continuous communication with my healthcare team and loved ones. Please prioritize this matter and provide a prompt resolution. Your immediate attention and assistance in this matter would be greatly appreciated.

Thank you for your understanding and cooperation.

Kind regards,

@robert

[bristolian]

This forum is not a direct route to CS - that is only obtained via contacting 150.

Using the web status tool as you already have, is the best first-line check of any local coverage issues. Followed up by contacting CS and following their technical escalation process. There is a link within the webtool to the effect of "check a different postcode" - although closeby ones are often served by the same site/sector.

No network will guarantee 100% national indoor coverage or offer a 24/7/365 fault-free service. WiFi-calling is offered as a means to improve indoor coverage where problems exist - but ultimately you shouldn't rely on one single network or technology in the circumstances you describe.

[bertie-boy]

I understand that this is not the direct route to CS 150 but when am unable to keep a call with customer services in the instance I managed to talk to someone named Dillon he did say there has been a problem with a mast locally and we all know there is no netwirk that can guarantee 100% national coverage or offer 24/7/365 fault free service but day in and out for couple of months then yes there is a problem. I was kindlyt asked by Dillon the kind customer services representative to try different measures in order to keep the conversation going as there is a problem that needs to be sorted out and being with EE for over 7 years I have had no problems with them at all and am all praises with them and any issues have always been resolved. As for having another phone on another network it's an expense I cannot afford when going through stage 4 cancer is very costly and as for using this community as direct contact to CS I am not just hoping they would pick up on it and try and get back to me from where we got cut off and several times got cut off even without wi-fi calling as have no other way to speak to anyone and am not well enoughto go in store.

[Christopher_G]

Hi @bertie-boy 

Welcome to the community.

I'm really sorry to hear that you've been having some problems with your service. I completely understand how important this is to you, especially with your diagnosis and need for contact with the doctors and hospitals.

I've sent you a private message to try and get some help with this.

Chris

[bertie-boy]

Hi Chris, many thanks for reaching out to me to help me and I have just replied to your private message with the details you asked for Here's hoping fingers crossed.

Robert

[bertie-boy]

Hi Chris,

After replying to your private message I have just recieved this email with this message " Your message wasn't delivered to no-reply@community-mail.ee.co.uk because the domain community-mail.ee.co.uk  couldn't be found. Check for typos or unnecessary spaces and try again. 

Robert

[Christopher_G]

Could you try clicking this private message link and reply to my message there, @bertie-boy? It's probably better to send it by an actual message through the community rather than by email.

Chris

[bertie-boy]

Hi Chris,

Many thanks for your help yesterday and recieved a call from the executive complaints department and got to the bottom of why there is such a poor or bad signal in the RH20 3ND post code, its that there is a dead mast and EE are trying to access the land in ordeer to replace it but for some apparent reason access is not being granted but they are working on it as fast as they can to get it resolved, so unfortunately until the mast is replaced the ongoing reception in RH20 3ND will be the same for 4G but you can use 2G or 3G and calls will be fine but the internet not as good as 4G, apparantely this problems stems back from July. Any updates I will let you know and once again many thanks for reaching out to help.

Robert

[bristolian]

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@bertie-boy wrote:

unfortunately until the mast is replaced the ongoing reception in RH20 3ND will be the same for 4G but you can use 2G or 3G and calls will be fine but the internet not as good as 4G

---

You have been misinformed. 3G was switched off nationally in January 2024 - EE no longer operate a 3G network since then.

2G & 4G services come from the exact same sites & antennas. If a site is off-air, it will be affecting all technologies.

[bertie-boy]

Thanks for that, oh well let's hope it can be replaced