'Worrying' mobile problems cut people off in storm

Mobile network operators should do more to keep customers connected during storms, rural communities say.

A Northumberland councillor said many people in rural areas of the county had been unable to use their mobile phones during Storm Éowyn, with similar problems reported in some areas of Cumbria.

"It's really worrying because there's no point having elderly people on priority lists if you can't ring them and they can't answer," said Mark Mather, Conservative councillor for Wooler.

Mobile UK, which speaks for the industry, said: "The recent storms caused significant damage but we understand how critical mobile service is and we are committed to keeping customers connected and informed."

Ian Glendinning lives about 10 miles (16km) north-west of Rothbury in the Northumberland National Park and lost power at 11:00 GMT on 24 January for almost three days.

"I had no mobile phone signal and no data from then on, so it was absolutely pointless being told to check Northern Powergrid's website for information because I couldn't access it," he said.

Mr Glendinning added many of his neighbours had found themselves in the same situation.

"I thought after Storm Arwen, when we had terrible problems, that the mobile phone companies were going to get generators up to the masts but it's just the same old story," he said.

Labour councillor for Egremont Sam Pollen said many people in Cumbria had experienced similar struggles.

He said it had been one of many problems during Éowyn, "not just here in Egremont but I think across the whole of Cumbria, to be honest".

Under the old landline system - the Public Switched Telephone Network - home phones still function in a power cut because the exchange has back-up power which feeds to the phone through the line itself.

While a switch from physical copper-based landlines to internet-based services has been pushed back to January 2027, Mather said it should not happen at all.

"The copper thing is the big thing, at least landlines provided a back-up in emergencies but they're being removed," he said.

"After Storm Arwen, the power companies were getting everyone on these priority registers but they are absolutely no use at all if you haven't got a working phone.

"It's a huge problem, because we are so isolated up here. More needs to be done to keep the masts working."

In a statement, Mobile UK said: "Our teams are working around the clock to repair damaged equipment, clear debris and restore power to affected infrastructure.

"Beyond immediate repairs, we're collaborating with government, power companies, and other key partners to develop long-term resilience strategies.

"This includes exploring innovative solutions to mitigate the impact of future storms on mobile connectivity."

The regulator Ofcom has also been approached for comment.

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