From Michael J

Tuesday, 21 October 2025

Yes the signal is still down but as far as I'm aware it's not due to Amazon. The O2 service status website states the following: 

Sorry, a phone mast close to you has been taken down.
We've had to remove a mast near you.
We've upgraded other masts nearby to help boost the network, we're sorry if you're still having signal issues. We'll update you by January 2026.

I've spoken to several people that have been affected by this. However, I cannot get past O2's virtual assistant to raise the issue with an actual human being. I'm unable to phone without reception.

From Sarah P

Tuesday, 21 October 2025

Michael J:
O2 is still down across the country, I was confused by there being fewer reports earlier in the morning.  I saw that message too, but it's an older message which was in effect before 9am yesterday, when the Amazon outage started affecting the O2 signal.

If you check here https://downdetector.co.uk/status/o2/ you can get more of a national picture. The message we came across confuses the issue, and I can understand being misled by it, I was furious initially!

From Veronica Roberts

Tuesday, 21 October 2025

I'm with Tesco mobile and haven't been able to get a signal in Hebden, but could pick up in Todmorden. Don't know how long it will last I thought it was just my phone.

From Liz D

Tuesday, 21 October 2025

I also got stuck in Sky's contact system on line, but I managed to speak to a real person at Sky last evening using my landline and a no I found on some other website. He checked the situation and said it would be back on in around a week. Hopeless!

From Sarah P

Tuesday, 21 October 2025

Does anyone know if Mytholmroyd is getting an O2 signal, especially anywhere with a café where you can use internet access?  I need to do a few things online that require input of a code texted to my phone.

It might help if those with different affected phone companies post if they can get access in Mytholmroyd or Tod, too.

A week can be too long to wait for some necessities.

From Michael J

Tuesday, 21 October 2025

I can't see any news about a national outage specific to the O2 network. I hope whatever the cause it can be rectified asap.

From Martin F

Wednesday, 22 October 2025

What a shocking way to treat your customers. They have seemingly not heard of (real) customer service.

The message quoted by Michael J is still up:

a)"Sorry, a phone mast close to you has been taken down."

Why? 

b) "We've had to remove a mast near you."
Why did they have to remove it? Is this the same mast as referred to in the previous sentence, or are they smuggling in the removal of two masts? Did the mast in question infringe some regulation? If it was a technical issue and they have already removed it, why are they not in the process of erecting a replacement?

I was in export sales for about 20 years and I learned, with whichever culture I was dealing, wherever in the world, that if you properly explain a problem you are having – rather than just saying "Tough, you're not getting your order, but another customer a few miles away will get theirs – and it will be packed in pretty paper." you usually get that customer on your side and avoid the unpleasantness that can surround bad news.

c) "We've upgraded other masts nearby to help boost the network, we're sorry if you're still having signal issues."

Where are the upgraded masts? How far are they from Hebden? I get a signal for about fifteen seconds, then it goes again. If my 'signal' can be attributed to the 'upgraded' masts, why is it not continuous?

I tried to measure the signal strength via fast.com but it's so low that the website can't measure it. Up until a few days ago, when I did get a signal it was pretty awful anyway. The maximum I have ever had is 19 Mbps. When I was in Oxenhope a week ago I immediately got 49.

d) And this is the cruncher:
"We'll update you by January 2026."
What does 'update' mean? Are they saying that by the end of next January we'll be told: "Garbage, garbage. We'll update you by May..(pick a month) 2026... (pick a year).

How about everyone contacting Ofcom?

What a shower!

From Richard Jones

Wednesday, 22 October 2025

After spending a most frustrating, and unsuccessful morning trying to get some sense from O2's virtual (non)assistant, I have just emailed compaintreviewservice@o2.com to raise a complaint about the loss of service. Best I could do, but I'm not holding my breath on receiving any quick response! Pathetic!

From Simon O

Wednesday, 22 October 2025

Yes I'm in the same boat. I have no land line currently, so rely on my phone for personel and work. Customer service is absolute joke. I've now taken the issue up with Calderdale Council and local councillor (who was actualy very good), and is going to try and take the issue up with relevant parties hopefully.

From Sally H

Thursday, 23 October 2025

Just want to add that the Vodafone network is experiencing the same problems, however their network service checker says maintenance is scheduled until April 2026! Although I've not been able to get a human to confirm or deny this or even admit there is a problem - finding out any information is even more difficult that trying to get an OTP sms or phone anyone at the minute. If this wasn't planned, why isn't this being fixed urgently, and if it was planned, why hasn't anyone been informed? Is it legal to remove a network for 6 months?

Perhaps it would be helpful if people could mention networks that are working? I've seen people around Hebden using phones so something must still function. 

Regarding the limit of the black-out area towards Mytholmroyd, it appears to return, at least on Vodafone, at the point where the canal goes under the road and crosses to the other side of it

From Charles Nicholson

Thursday, 23 October 2025

For several days most people in Hebden Bridge have been unable to make or receive mobile phone calls. I understand that this is due to a mast belonging to O2 being taken down.

From Lynda S

Thursday, 23 October 2025

Apparently ee is working. Lyca mobile works on the ee network. It is possible to sign up for a Lyca 30 day esim (online , immediate activation, no physical sim required) which effectively gives you a second line on your phone (you will need to select  the settings in the Lyca app to not auto renew and be careful not to sign up for a yearly contract). It's possible to only use the Lyca line for mobile data if you select this in the settings. Obviously this is annoying to pay twice but fairly reasonable and perhaps useful for anyone needing mobile data for work etc. May help for anyone with no information from O2 besides the 'ongoing until April 26' messaging.

From Michael J

Thursday, 23 October 2025

I have also raised a complaint through that same email. The more voices that do so the better. This signal issue is affecting reception as far as Walsden, so there must be quite a few people affected. Not good in potential emergency situations or for things like scheduled GP surgery phone appointments. In terms of using phones in town there are WiFi hotspots that are handy.

From Amber M

Thursday, 23 October 2025

Vodafone have confirmed in two very lengthy calls that they don't expect there to be a signal available in the affected areas until the maintenance work to upgrade the phone mast to 5G completes on/around 20th April 2026. I've been with them for over 25 years and wouldn't likely have left for any other reason, but 6 months without service is not reasonable to expect of any customer. They've released me from my contract at no cost under a "right to leave" policy so I can move to another network.

EE looks to be the best signal in the area based on feedback on the HB Facebook page. It's worth asking for this if you're under contract with Vodafone and want to change networks. I've read in comments that O2 are letting people move networks at no cost as well, but can't vouch for this.

From Amy R

Thursday, 23 October 2025

 Is anyone up for contacting eg the BBC about it, getting some national publicity?  It's not something I could do but I'm sure there are those who might in our lively community.

From Tom P

Thursday, 23 October 2025

Does anyone know if giff gaff works here? Their coverage chart says it does: giffgaff.com/coverage-and-service, but I'd like to know for sure before committing to anything. It has very cheap options, including monthly rolling plans, which is what I currently have with 02.

From Martin F

Friday, 24 October 2025

I've just started with GiffGaff. They use the O2 network. Publicity from the BBC may get action. Couldn't O2 rent capacity from another provider until the problem is resolved?

From Richard J

Friday, 24 October 2025

Yesterday, I contacted Giff Gaff via their 'community' & explained the situation with the lack of mobile signal/mast situation & my need to switch providers. I received several helpful replies. They sent me a PAC to enable me to transfer my number & I cancelled my contract with them. Next Ilogged onto Uswitch & signed up to a Spusu monthly contract with an esim. Rang Spusu customer service via landline (yes, they still have real people to answer the phone! YAY!) and asked if they could arrange to transfer my number asap. This morning I am back on network can confirm that the mobile signal via EE is working. Result!

From Tom P

Friday, 24 October 2025

EE have a £12 social tariff rolling monthly plan, free opt out at any time, advertised for people on certain benefits, including Universal Credit.  I spent 20 minutes on hold to get through to someone, who hadn't heard of it, more time on hold while she checked with her manager who also hadn't heard of it, then I gave her the web address and I spent more time on hold while she passed on the info to her manager.  It seems they have a social tariff advertised but they don't in fact have one at all.  They do have a same price contract with more data but it's a two year contract.  Which may be fine for most people, so good to know.

I'm going to check out 3UK who also advertise a £12 a month social tariff, and I'll report back, but my landline cordless phone needs to recharge first!

I may go back to EE for the 2 year contract, but I'm not impressed at the moment, as you can imagine.

From Michaela O

Friday, 24 October 2025

I contacted O2 and they were not able to give me any assurance or date when I'd be reconnected (they just read back to me the same message about January 2026). I got an agreement I could leave without penalty - but it took having to repeat the issue to several different people. Also had difficulties getting my PAC code as they can only send it via Text - oh the irony! Finally someone helped me get it online. I'm glad for the information about Vodaphone as it now looks like EE (and any smaller companies that use its masts) is the only option. Double the price for me unfortunately. Lots of cheaper smaller outfits are served by O2 and Vodaphone so important to check before signing up to anything.

From Michael J

Friday, 24 October 2025

For those on O2 you can turn on WiFi calling through your phone settings which enables you to make phone calls and texts as usual provided you're connected to WiFi. There are instructions on O2's website under O2 WiFi & 4g calling

From Dave Cullinane

Friday, 24 October 2025

Interesting to see that Amber M was allowed to exit  her contract with Vodafone. I've spoken to five separate people at Vodafone this afternoon and all of them seem insistant that I'm not going to be leaving my contract. Someone is calling me on Monday (on my landline, I have no access to any services) and I'll be telling them I will be moving to EE. 

Fortunatley its not life-or-death for me, but I'm hearing Hebden Bridge Surgery, which is reliant on sending SMS's to their patients are having real difficulties, so it could be for others.

For anyone else having problems with Vodafone, here's some useful info: 

https://gemini.google.com/share/1d597ca570e5
https://gemini.google.com/share/a2f5be41b4f9

From Barbara P

Monday, 27 October 2025

I have just contacted Vodafone. They were not in a position to tell me if and when the maintenance would be completed. They stated that (a) I would be refunded for the time there was no service but not until the service was functioning again and (b) I would be able to cancel my contract without penalty but only after 30 days of not having access to the service. I argued that this was not acceptable as I was unable to manage without a mobile phone/internet signal for 30 days and that it was Vodafone that was in breach of contract and not myself. The phone then phone cut off.

From Tom P

Monday, 27 October 2025

3UK has a social tariff that does exist! You sign up online, but you need a phone signal to do it, maybe go to a friend's home or a café - because you need the PAC code by text and then your bank will want to text you for setting up the monthly payments.

It's £12 a month, unlimited calls and texts and unlimited data. As with all social tariffs, you can leave any time without exit fees.

I'm waiting for my SIM card to arrive, and all being well my phone will be back in business.

Best of luck to those having to negotiate getting out of contracts. The whole situation is insane.

I was in town today, and everyone is talking about this. Mind you a lot of unverifiable "facts" being passed on, such as that O2/Voda didn't know there wasn't a nearby signal to compensate.  Who knows what they knew. All we know is they don't care.

From Shelagh W

Tuesday, 28 October 2025

Could anyone give me some advice please. I don't have a smartphone and neither does my 91 year old Mum. We just need to be able to keep in touch in case of emergencies when I am not at home. Which provider might be good for that? Just calls and texts. Pay as you go. It is creating worry and stress that she can't get hold of me unless I am at home with the landline.

From Veronica Roberts

Tuesday, 28 October 2025

To Shelagh. In response about phone problem, I have now transferred to EE pay as you go. It's only a nokia phone but quite enough to get texts and phone, hope this helps.

From Jo Bird

Wednesday, 29 October 2025

Re getting BBC publicity, I spoke to someone yesterday at BBC R4 You and Yours programme. They took information and sounded interested, and will just have to see if they want to follow up.

From John Powell

Thursday, 30 October 2025

After a recent visit to Hebden Bridge I was taken by the spirit and vibe of the community and the support of small businesses. It all made it such a great experience for me. I was staggered to find out about the problems with the phone mast and the refusal it seems by some phone companies to rectify it quickly and give no help to customers meantime. This must be devastating for many small businesses, for vulnerable people in care homes or hospital and family contact generally. 

I can only empathise with this unacceptable situation and hope pressure is applied to the relevant companies by everyone involved. If there's anything you can suggest visitors who have experienced problems can do please let me know. 

I wasn't sure who to contact about this but please let me know if I should contact anyone else. 

From P Dat

Thursday, 30 October 2025

I saw a BBC article saying O2 is partnering with Starlink to launch satellite connectivity in rural areas, starting in the first half of 2026.

It makes sense that the six-month outage around Hebden Bridge is linked to major upgrade work rather than just a simple repair. The April 2026 completion date matches the rollout timeline, and the area's geography would make it a good place to test new satellite coverage.

Here's the article

From Martin F

Thursday, 30 October 2025

The message that they have had to remove a mast is still on their website. I still want to know why ?

From Jack B

Thursday, 30 October 2025

It looks like there's a been a little publicity like Mast Removal in Hebden Bridge Leaves O2 and Vodafone UK Users Without Signal and the Halifax Courier has an article.

But it's also looking like it's not going anywhere.

O2 are now saying that a landowner asked them to remove the mast. Does anyone know where it was? Surely someone would notice it no longer being there?

My new SIM arrived yesterday, and another joyful irony LMAO being that when I tried to sign in to activate it there was another large outage going on (see this BBC article) though thankfully it was sorted within a few hours.