bad reception north of Harpenden

Hi ​@dmgeurts,

I’m really sorry to hear you’ve noticed a drop and in some areas a complete loss of signal. I understand how disruptive that must be.

Please try:
Restarting your device
Turning Airplane Mode on/off
Checking if the issue affects multiple devices on different networks
Testing in a slightly different location within the area (if possible)
 

This will help confirm whether it’s a wider network issue or a localised coverage problem.

Lamiya

We have two phones both experiencing the same thing, one Android the other Apple. I’ve been out the country and the issue has persisted in the area here were we live. It was fine about a week or two ago.

So no point in restarting, and likely already happened on way or another. Airplane mode on/off, yup that what one does when flying, so done. Multiple devices, yup - check. We’re affected where we live all the way to the next town South from us. So to me it sounds like an issue with a local mast.

Hi ​@dmgeurts, 

We’re sorry to hear that both devices have recently started experiencing a drop in signal and service across the LU2 to AL5 area, especially as the service had previously been working fine. We completely understand why this would point towards a possible local network or mast-related issue.

As you have already tried the standard troubleshooting such as restarting the devices, Airplane Mode, and testing across multiple handsets, we would recommend trying the following additional troubleshooting steps:

• Manually set both handsets to 4G/LTE only instead of 5G, as this can often improve connection stability:

For iPhone:

• Settings
• Mobile Data
• Mobile Data Options
• Voice & Data
• Select 4G

For Android:

• Settings
• Mobile Networks / Connections
• Preferred Network Type
• Select 4G/LTE

Please also try:

• Remove and reinsert the SIM cards if using physical SIMs
• Ensure both devices are fully up to date with the latest software updates
• Reset the network settings on both handsets:
  • iPhone:
    • Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings
  • Android:
    • Settings > System > Reset Options > Reset Wi-Fi, Mobile & Bluetooth
• Disable Wi-Fi Calling temporarily to test standard network calling
• Manually select the network:
  • Turn Automatic Network Selection OFF
  • Select another available network briefly
  • Then switch Automatic back ON
• Test the SIMs in alternative handsets if possible
• Check whether the issue is affecting:
  • Calls only
  • Data only
  • Or both services
• Test service both indoors and outdoors, as temporary local interference can sometimes affect indoor coverage more heavily

As the issue is affecting multiple devices over a wider local area, it may indicate temporary network congestion, maintenance, or a local mast-related issue.

If the issue continues after trying the above, please contact us via Live Chat or send us a direct message through our social media platforms so that we can investigate the area further and raise this with the relevant team if required.

Owethu

When driving through the area we can see our 5G switching to 4G and then we gradually lose all bars of reception. So I don't think removing a SIM is going to help, especially since we already established that multiple phones are affected. The same goes for network settings, as if these are affected then we should be experiencing issues everywhere, not just in this area code and at home. When it and about in the car we've noticed data loss and there's no WiFi there, so it's not an issue with bad WiFi pretending to be bad mobile broadband either. 

I posted here because I could not find the live chat, so please provide links to both live chat and social media platforms so I can reach out there.