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Loss of Service

SteveA
Pro
Posts: 1,850
Thanks: 106
Fixes: 3
Registered: ‎17-06-2007

Loss of Service

There has been an issue with the phone signal in my area since before New Year. EE have said there is no fix date and basically don't seem to care.

I've also noticed more and more dead spots appearing on the PN mobile phone network over the past couple of months - for example the centre of Market Drayton shows "E" on my data connector.  So are EE basically just downgrading the PN service?

Is there anything PN can do or do I basically have to ask for my PAC and move off onto another provider who actually provides a signal and who actually cares?

4 REPLIES 4
Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Loss of Service

Hello @SteveA,

 

I'm sincerely sorry to read that you are still experiencing issues with your service and I apologise for the inconvenience this must cause you.

 

We're unable to push these kinds of fixes through as we are simply the reseller on the network, it appears EE are aware of this issue and are working on a fix for it. Although depending on what the issue is, it may need specific engineering works that require more time.

 

Regarding the service in other areas of the country, it may that maintenance work is in the area or you may have hit a black spot in the network. Have you checked the EE status checker while there? That been said we're more than happy to investigate this further, we'd need you go ahead and gather three examples of the issues occurring within a 48 hour period and at least 2 hours apart via PM. Once we have that information we can pass it along to our mobile operations team for further investigation.

 

We can of course look to discuss a gesture of goodwill once the issue has been fixed and you are back up and running. If you wish to go ahead with this please drop the following information via PM:

 

- The full name of the account holder (and if that's you)

- Your full address with postcode

- Your Plusnet mobile number

 

Thanks.

SteveA
Pro
Posts: 1,850
Thanks: 106
Fixes: 3
Registered: ‎17-06-2007

Re: Loss of Service

Surely as a reseller of their service you have some clout with them? Or are you saying they listen to you as much as they listen to individual customers.

I'll still waiting to get some update from EE about the issues round here.  As for Market Drayton - its pretty hard to do anything when there isn't enough signal to even load a web page, and by the time I get out of the blackspot it's too late to do anything.

japitts
Rising Star
Posts: 93
Thanks: 24
Registered: ‎17-07-2018

Re: Loss of Service

EE don't go out to intentionally leave faults unresolved. As frustrating as I'm sure any outage is, no network operator would want sites off-air for any longer than is necessary - what would be the point in that?

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,593
Thanks: 10,328
Fixes: 1,602
Registered: ‎21-04-2017

Re: Loss of Service

Thanks for getting back to us @SteveA 

Can you PM me the details we've asked above so we can see if we can find out any more information regarding the outage? Although apart from possibly being able to provide more detail I can't guarantee we'd be able to influence this in any way.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet