topic Re: 4GEE speed steedily declining in Mobile Broadband

4GEE speed steedily declining

Bella33 — Sun, 20 Aug 2023 13:30:34 GMT

I have the 4GEE Home 18m 200GB plan which started in April 2022. Initially I was getting speeds of over 50 at times, mostly over 40, and rarely below 30. In recent months I started to notice things slowing down. I now rarely get over 20 and often it is below 10, nearer to 5. I have rebooted the 4G router and checked my wifi. With my plan ending soon I am considering options, including Starlink. I am in the Highlands and probably connect to the Foyers mast by Loch Ness. Would 4G+ be available to me here and how would I get it? Would an external antenna make any difference bearing in mind I was getting up to 60 with my current set up. What started as a fantastic service has become very disappointing!

Re: 4GEE speed steedily declining

Christopher_G — Mon, 21 Aug 2023 06:56:44 GMT

Hi @Bella33

We'll do our best to help. Have you tried changing the location of the router to see if the signal improves? Could you also check the status of your postcode on our coverage checker please?

Chris

Re: 4GEE speed steedily declining

Bella33 — Mon, 21 Aug 2023 07:33:33 GMT

Hi Christopher, thanks for responding. The coverage checker states good coverage outdoors and varying levels of coverage indoors. When I first got the router I was only getting 3 Mbps indoors (in a modern house with lots of foil insulation) so set it up in the loft of the attached garage where it immediately got speeds up to 60. I have tried temporarily raising the router position to the highest point in the loft, but no difference. The key thing is absolutely nothing has changed with my hardware set-up since initial installation. A near neighbour experienced the same issues and went to Starlink but I would prefer to stay with EE if possible, but I really need a basic minimum of 25/30 at all times. I understand EE's 4G+ goes up to 120? Is this available to me? Thanks.

Re: 4GEE speed steedily declining

Christopher_G — Mon, 21 Aug 2023 07:38:58 GMT

OK, thanks @Bella33

I recommend speaking with our technical support team so they can check the performance of the masts in your area and give you some advice going forward.

Chris

Re: 4GEE speed steedily declining

Bella33 — Tue, 22 Aug 2023 08:55:13 GMT

Hi again Chris. I've tried a few times to contact your mobile broadband technical support team but keep getting "Messaging is currently unavailable. We apologise for any inconvenience caused." Do you know when this is likely to be fixed? I prefer not to phone them as my wi-fi calling is compromised by the poor 4G signal and voice is often garbled. Thanks.

Re: 4GEE speed steedily declining

Katie_B — Tue, 22 Aug 2023 10:49:28 GMT

Hi @Bella33.

Are you using this page HERE to try start a conversation?

Katie

Re: 4GEE speed steedily declining

Bella33 — Tue, 22 Aug 2023 11:03:19 GMT

Hi Katie. No, I was using the page specific to mobile broadband. I have now tried the page you suggested but the "start conversation" button does not appear (I've tried this on Chrome and Edge browsers).

Re: 4GEE speed steedily declining

Katie_B — Tue, 22 Aug 2023 11:07:24 GMT

I am sorry to hear this @Bella33.

If this is not working I would now recommend calling.

I know this may be difficult with your current service but the team will be able to look into this further.

Katie

Re: 4GEE speed steedily declining

Bella33 — Tue, 22 Aug 2023 11:32:07 GMT

I am disappointed that you appear to have no interest in resolving the lack of functionality in your customer communication channel. If this does not start working again in a few days and/or my underlying mobile broadband speed issue doesn't improve, you will likely be losing my business in a couple of months. I have also received no answers to my questions about EE's 4G+ service which could be a possible solution. Not impressed!

Re: 4GEE speed steedily declining

Katie_B — Tue, 22 Aug 2023 12:20:33 GMT

Hi @Bella33.

I would really like to help get this resolved for you.

Here on the community we have no account access so can't complete the relevant diagnostics.

I am unsure as to why you are unable to access our live chat, I have just tried to access this and can see the 'Start conversation' button.

Have you been able to try another device?

Regarding 4G+ the coverage provided by EE is 2G, 3G (which is due to be switched off in 2024), 4G and 5G.

Katie

Re: 4GEE speed steedily declining

Bella33 — Wed, 23 Aug 2023 11:21:34 GMT

Hi Katie

I have now been able to try this on an Android tablet, but I'm still not getting the 'Start conversation' button. I will have access to a laptop tomorrow and can try that, but this is getting very frustrating!

This link explains EE's 4G+ service. The news item is dated Feb 2020 so has the service been discontinued or automatically included in standard 4G? https://www.4g.co.uk/news/what-is-4g-plus-ee/

Look forward to hearing from you.

Re: 4GEE speed steedily declining

Christopher_G — Wed, 23 Aug 2023 13:12:54 GMT

Hi @Bella33

Regular 4G will give you the fastest available 4G speeds, as long as your plan allows it. I've checked too and I get a 'start conversation' button on the get in touch help page too. Hopefully you can get access on another device or by giving us a call.

Chris

Re: 4GEE speed steedily declining

Bella33 — Wed, 30 Aug 2023 14:38:17 GMT

Hi Chris

I've now been able to get the 'start conversation' button on a laptop. Despite stating "Message one of our experts online" it simply connected me to an automated chatbot which could not deal with my question or refer me to a real person who could. Is this the best a communications company can do? How do I access human technical assistance via live chat?

Thanks

Ian

Re: 4GEE speed steedily declining

Leanne_T — Wed, 30 Aug 2023 15:10:38 GMT

Hi @Bella33

In this case, for technical support and to get this looked into please call us from any phone and the team will be happy to help.

Please see our Contact us | Get in touch for help and support | EE for contact details.

Leanne.

Re: 4GEE speed steedily declining

Bella33 — Wed, 30 Aug 2023 15:15:37 GMT

Hi Leanne

You will see from my earlier comments that my phone suffers from the poor 4G connection so unless there is a live chat function I cannot reliably communicate on this matter! For a communications company you have very limited functionality in this regard! It's looking increasingly likely I will have to go to Starlink when my contract expires. Any ideas to help me gratefully received!

Ian

Re: 4GEE speed steedily declining

Leanne_T — Wed, 30 Aug 2023 15:18:07 GMT

Hi @Bella33

Sorry for technical support you would need to contact us from any mobile or landline.

You can raise a complaint here Make a complaint (ee.co.uk) and one of the team will get back to you on the details provided once this has been looked into.

Leanne.