No Signal or 4G at Home

[Scriblet]

Network checker indicates strong signal and 4G in my area. I get virtually no signal and no 4G.

Post Title: PE31

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?

Just at home 5 Senter’s Road,

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? If you don't want this showing on the Community, add it to your profile here.

PE31 6LJ 

3) Does the issue occur if you try your SIM card in a different phone?

Yes 

4) What errors are seen or heard when the issue occurs?

None 

5) Does this happen on 2G, 3G, 4G or all?

All

6) When did you first notice this issue?

Months 

7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

Permanent

[Effie]

Hey @Scriblet I hope you're well. I can take a look into this for you but I'll need your full postcode. If you don't want to share that here, please reach out to the Social Media Team instead and they can get this all checked out and can raise a case to the engineers if needed. 

[Scriblet]

Hi, it's PE31 6LJ

[Removed]

[MOD EDIT: This post has been edited to remove personal information please see Community Guidelines]

[Effie]

Thanks @Scriblet I've taken a closer look at the coverage in your area and you are in the middle of a large patch of poor signal which also borders some rural coverage. In areas like this it is more likely that you'll experience issues with your data speeds and you are more likely to experience connection problems than someone in an area of great coverage. 

I've also checked the mast you are connected to (site 15935) and while it has limited 4G cells, there has been no issues, outages or maintenance works on the equipment so it is performing as we expect it to. 

[Scriblet]

Thanks. So how will my signal be improved. I have had a booster at a previous address which worked fine.

[Scriblet]

Plus I've only just upgraded to the S23 Ultra expecting good performance 🙂

[Effie]

There are boosters that can you can buy from third parties that may help and you can use your home Wi-Fi to help keep you connected. At the moment there are no plans to add more masts or make changes to the network in the area but the Networks team are constantly reviewing areas of poor signal to see if there is anything we can do to improve the coverage. 

[Scriblet]

Calls over wifi don't seem to make much of a difference. Could you please send me a booster? Failing that, let me know what to buy and how the cost can be refunded to my account. At the end of the day I am paying for a service thats not available/unreliable. 

[Effie]

We no longer provide boosters @Scriblet and if you purchase a third party booster we wouldn't credit this to your account. I appreciate that you may not be getting great signal and you may be experiencing slow speeds but you are in an area of poor coverage so we wouldn't investigate further unless you experienced a total lack of service. 

[Scriblet]

I am getting no service. I am severely disabled and cannot leave my house without assistance. If you are unable to help me could you please escalate for me? Many Thanks