by Michelle Horst
Poor mobile service is disrupting businesses and causing difficulties for phone users across the Hornsea area.
The widespread downtime to mobile signal and data has been ongoing for more than two weeks, leaving vulnerable and disabled residents cut off from support, and businesses unable to deliver services.
The outage has disrupted services including Evri terminals throughout town, while business owners report endless frustrations contacting customers. Some stores have resorted to taking cash only and expressed anger at the impact on daily trade.
One Hornsea resident found it easier to travel than to call, saying: “I’ve been trying to arrange a meeting with a grieving friend, but I just can’t keep the signal. If it does connect, it drops before you’ve managed to say what you’re ringing for.”
Other people reported problems with location services, deliveries, streaming services and contactless payments.
With only four major mobile network providers – Three, Vodafone, O2 and EE – other mobile service providers including Asda Mobile, Giff Gaff, Sky, ID Mobile, and TalkTalk piggyback on infrastructure owned by the Big Four.
The major networks use internet support to strengthen phone calls, a service not all piggybacking providers offer.
Sources suggest the fault may be with an O2 mast, but all providers have a responsibility to maintain the performance and availability of their networks.
Ofcom, the official authority responsible for regulating the telecommunications and broadcasting industry cannot act on individual cases, but anyone continuing to struggle with connection is urged to report the issue to their network provider. This can be done via the mobile service provider website, phone or visiting their store in person.
Customers can also report problems to their local MP or councillor. Consumers who are not satisfied with the response from their provider can raise a complaint through an independent Alternative Dispute Resolution.
Phone users should have some reassurance during a service downtime – any calls made to the emergency service numbers, 999 and 112, will route to the best available signal.
Charlie Dewhirst, MP for Bridlington and the Wolds, said of the coverage failure: “I am fully aware of the significant disruption caused by the mobile coverage in Hornsea over the past week. This outage is having a serious impact on local businesses and residents, particularly in terms of their connectivity and ability to operate effectively.
“I have contacted Ofcom to seek an update on the situation and to understand when we can expect this issue to be resolved.
“With the upcoming nationwide switch to digital telephone networks in the next few years, it is vital that issues like this are addressed promptly and that reliable mobile and broadband coverage is guaranteed for all communities, particularly seaside areas like Hornsea.”
KCOM said it was not aware of any issues on its network. O2 advised it was carrying out work to return the service but could not give a date when it expected work to be completed.
Vodafone, EE and Three did not respond to the Gazette’s request for information. Hornsea Town Council was not available for comment at the time of going to press.
