Mast issues - no data coverage

[g0ffin]

I’m based in Berkhamsted, Hertfordshire, and for the past week there has been effectively no mobile data anywhere in the town.

Phone calls still work, but data is completely unusable - nothing loads at all. This isn’t a handset issue as all three mobile numbers on my Sky Mobile account are experiencing exactly the same problem.

The O2 network checker reports a mast problem in the area, which clearly aligns with what we’re seeing on the ground. However, there is no information whatsoever about what the problem actually is or when it might be fixed.

I’ve contacted Sky Mobile support, and frankly the response has been pretty poor. They can’t explain the issue, can’t provide a timeline, and don’t appear to have any meaningful visibility into what O2 is doing to resolve it.

So a couple of questions:

• Is anyone else in Berkhamsted seeing the same issue?

• Does anyone know how long mast outages typically take to resolve on the O2 network?

• Is there any way to get actual updates rather than just “there’s a problem”?

[Daniel0210]

@g0ffin 

Sky don't own or maintain any mobile masts so if there is an issue you and others in the area will be relying on a third party fix. No one will know a timeframe.

Billing continues through such issues. When it's fixed call Sky and ask it they'll put a credit on your account as a good will gesture.

[Sev007]

Hi! Same for me. I'm on the chat to the now and have asked several times for exact timeline and dates of what is happening (which I know are hard to give). They keep saying they will compensate me. I've asked if they could provide portable hot spot devices, no. It's apparently been escalated but I'm not sure what that means. [Removed]

On an aside, it's very frustrating being on a chat with them as it's about 5 minutes between messages and i've been there 75 minutes now. It feels like a considerable waste of time. 

Moderator notes: Removed campaigning

[PandJ2020]

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@Sev007 wrote:

I've asked if they could provide portable hot spot devices, no. 

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Such a device would suffer the same issue if the mast is the problem.

[Charlotte56]

I am having the same issues but I am on the outskirts of Gloucester. I agree with you that it is not a handset issue as I can connect pefectly to data once I get about a mile from my workplace... 
This has been nearly 3 weeks for me now, and although I have already sent a letter of complaint to Sky, I have yet to have any sort of timeline or explaination for the issues. The service status gizmo advised that works would be complete by 5th March, then changed to 9th March, this morning (12th March), it's just telling me they will sort it as soon as possible 🙄

[g0ffin]

It’s the complete lack of information that is making this situation worse. I’m now approaching two weeks without a working data connection and still no clear plan or timeline for when the issue will be resolved.

It’s not acceptable for Sky to say this is “O2’s problem” and effectively step back from responsibility. My contract is with Sky, not O2.

If Sky are not receiving sufficient information from O2 about the outage, then Sky need to escalate that with their supplier and provide proper updates to customers. Simply redirecting people elsewhere isn’t an adequate response when the service has been unavailable for this long.

[Sev007]

"If Sky are not receiving sufficient information from O2 about the outage, then Sky need to escalate that with their supplier and provide proper updates to customers. " Exactly what I said to them. Hopefully more people contact them and this gets resolved. They mentioned permissions to enter land etc so effectively nothing might have happened so far, they don't know either. It covers a large area so I would have thought they felt under pressure to get it fixed.

In teresting to hear that there is an issue in Gloucester too which seems similar... 

[Natasha140]

I have a similar problem, I can not make calls or receive any calls for the past 2 months. Everything else is working fine. When I used the service checker it says that there is a problem with the mast and I keep getting text messages saying that they are still trying to resolve the issue. I have also called them however they dont really seem to know what is going on. I live in Dorset. 

[SkiJumper]

I have a similar problem at work, my phone will randomly lose 4g and just connect to EDGE. I found that maually selecting SKY in Mobile settings fixed the issue.

No idea why it worked but it did. The mast local to work is always showing problems but so far everything is ok

[Sev007]

Hi @g0ffin , have you heard anything from them? I just phone about broadband as the price is going up and they can't match new customer deals depite me being there for 11 years so that and the lack of being able to use my phone, means i"ll be looking to leave. 

[PandJ2020]

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@Sev007 wrote:

 they can't match new customer deals 

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Indeed, it seems they aren't prepared to sell products at a loss.

Other providers will offer loss-leading prices on the hope you'll stay...

[Sev007]

I've called them and no luck for getting a better price for broadband but got a better deal in minutes via chat fyi. Next, on to the tech team!

[g0ffin]

No nothing sorted, the problem continues. I think the mast has been down for 2 months now meaning no data coverage in the town 

Every week I get the following message, the only change being the date moves out by another week.

Sky Mobile Network Update:

Sorry, a phone mast close to you isn't working.

To fix the mast, we need to get into the site. We're talking to the landlord and will enter as soon as we can. In the meantime, you might have some trouble with your calls, texts and data. We'll update you by Friday 03rd April 2026.

To stop receiving updates on this issue got to

I will raise with OFCOM next week about my rights leaving Sky because my mobile phone is effectively useless once I have left the house and in the town.

[Daniel0210]

@g0ffin 

Don't forget that changing provider may not see an improvement in service until that same mast is fixed. 

[xenon81]

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@Daniel0210 wrote:

@g0ffin 

Don't forget that changing provider may not see an improvement in service until that same mast is fixed. 

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Vodafone & O2 tend to share masts so if there's a mast fault affecting O2 it's best to avoid them (and the virtual networks they host like Tesco, Giffgaff, Sky etc). EE/Three should be fine.