topic Re: High ping and slow internet despite good download and upload speedtests in Mobile Broadband

High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Sat, 02 Nov 2024 15:47:21 GMT

I have been with EE since Sep 2021 as a Mifi 4G mobile broadband customer. Over the years, there have been occassional service issues but since Sep 2024 i upgraded to the new 5G device on the suggestion of EE upgrade team citing that coverage is great.

But within 3 weeks of using it, both 5G and 4G speeds have deteriorated with Pings reaching 2100 and remaining at 250+ at most times.

I have spoken to EE tech team and second level technicians, but they simply have no expertise. They will simply keep giving you the same suggestions, restart, reset, try it in another device, etc.

They keep trying to evade the real issue of why is the Ping so high all of a sudden? What should EE do to rectify this problem. Why has this arisen? I am quite frustrated with the whole process having spoken to half a dozen advisors and wasting countless hours debating and testing.

I work in Manchester M19 2** which is within EE coverage for both 5G and 4G outside and indoor. It has a large population with many businesses and offices nearby.

Don't know what to do as it is affecting my office work. I cannot opt for fixed BB connections and drilling of antennas to the commercial builing, as im in a serviced office space.

[MOD EDIT: Please avoid including personally identifiable details in the public forum]

Re: High ping and slow internet despite good download and upload speedtests

Alex_H — Thu, 31 Oct 2024 18:58:13 GMT

Hi @Ahmer1087,

Welcome to the EE Community

I am sorry to hear you are having issues with your mobile broadband, I understand it is frustrating when things don't seem to be getting resolved.

What could be done to fix would depend on what is causing the issue which is what the diagnostic steps are designed to help find out. Usually it would be one of a local network related, device related or SIM/profile related and so the tests are meant to help determine which.

Does the issue only happen in your work postcode and its fine if you use it elsewhere for example? If so that would indicate a local network issue and if so our team can investigate a change in coverage.

When you tested your SIM in your previous 4G router did the problem stop or continue as potentially then it could be a router issue.

Outside of the normal diagnostic steps you can try setting your router to an IPV4 profile as this did help with some similar issues I had on my 5G router. The steps for that are

1. Load the admin page at 192.168.1.1 in your browser (password will be on the back/bottom of the router or on the keep me card.
2. Select Settings and then find the profile section, usually this will be under Setup> Profile management
3. It will show the current profile in use, click New to create a new profile
4. Enter the following details to create a new profile. Profile name can be anything you like. Dial Number: *99# APN: everywhere IP Type: IPv4 Username: eesecure Password: secure Protocol: PAP
5. Click Save and then Set as default on the new profile.

Alex

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Fri, 01 Nov 2024 12:07:03 GMT

Thank you for your response and guidance.

However having changed the profile, there is not much difference in speedtests, ping etc.

See attached speed test result.

Regards
Ahmer1087

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Fri, 01 Nov 2024 12:09:31 GMT

Re: High ping and slow internet despite good download and upload speedtests

Peter_W — Fri, 01 Nov 2024 16:30:44 GMT

Thanks for giving those steps a try @Ahmer1087.

Like @Alex_H mentioned, have you tested this in a different location to see if the ping issues persist?

This can give us a good idea if the issues are unique to this area, or linked to the device / SIM

Peter

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Sat, 02 Nov 2024 13:35:12 GMT

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Sat, 02 Nov 2024 15:47:54 GMT

I have today 2/11/24 taken both 4G and 5G mifi devices and tested at home. (M12 4**)

Please see the statistics above which clearly evidence that ping & speeds at home at working very well and that the issue lies with the services provided in the office area.

There are no issues with either of the 4G or 5G devices. It appears that EE coverage is really poor despite the claims of good outdoor and indoor coverage in M19 2**

I look forward to your guidance on the above results.

[MOD EDIT: Please avoid including personally identifiable details in the public forum. Thanks! ]

Re: High ping and slow internet despite good download and upload speedtests

Ali_A — Sat, 02 Nov 2024 16:03:00 GMT

@Ahmer1087

As the experience you're facing is only in one specific location, you can report this at EE Coverage & Network Status Checker | Check your signal

Just fill out the details to check the status and click "Report a Problem"

You can find out more about what may affect service at Mobile Signal Problems | Mobile Help

Ali

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Sat, 02 Nov 2024 17:32:42 GMT

I have submitted the report via the check your signal.

But it is a useless submission because i have already raised this issue atleast with three tier 2 tech advisors and they run diagnostics which say that area coverage is fine. But the issue is the PING!!

I have attached various speed evidences but it seems to be falling on deaf ears.

EE is simply to willing to address the elephant in the room. Until the ping is fixed, there is no hope.

I am awaiting the worm 30 day cancellation call back submitted by EE advisor. I was told i will receive a call within 7 days.

Re: High ping and slow internet despite good download and upload speedtests

Ali_A — Sun, 03 Nov 2024 10:55:52 GMT

@Ahmer1087

Sorry to hear you're not getting the response you were hoping for.

You mentioned you're using the Mifi 4G mobile broadband at work, are you able to test the speeds and ping while just outside of your work building at all?

Ali

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Mon, 04 Nov 2024 11:20:11 GMT

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Mon, 04 Nov 2024 11:28:17 GMT

I have tested the speeds on my mobile (connected to 4G mifi) both outside and inside the office building.

As you can see the ping outside is 49 vs inside 303. Clearly the indoor coverage by EE on 4G speeds is quite poor contrary to the coverage checker statistics claimed on EE website.

I am using it today and the service is even worse on Monday with a ping of 401! (see attached)

Re: High ping and slow internet despite good download and upload speedtests

Christopher_G — Mon, 04 Nov 2024 14:15:15 GMT

Hi @Ahmer1087

You mentioned that you've raised this with our Technical Support team, and that someone is going to get back to you to discuss it.

Could you keep us posted on what happens please?

Chris

Re: High ping and slow internet despite good download and upload speedtests

Bigbob5 — Mon, 04 Nov 2024 16:19:19 GMT

having a similar problem as of the last few months, particularly noticable when Gaming.

Have a look at your packet loss - https://packetlosstest.com/.

I did some testing on my side, I've got a home DSL BT BB connection, a 5G EE router out of contract using another provider.

I've noticed that using multiple divices on home BB, packet loss is 0.4% whilst the EE Smarthub comes to about 9-10% - even my mobile phone using the same sim cards give me a 0.1% indicating that it's most likely the smart hub issue.

I noticed you mentioned down the line that you've tried the hub at your home address with better results, I haven't had a go at moving mine around yet!

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Mon, 04 Nov 2024 16:24:01 GMT

No, i commented that i am awaiting a call from the cancellations team as the EE advisor after giving up on the issue forwarded a "worm" request to the 30 day cancellation team.

I was told that i will receive a call back within 7 days but so far no news!

Quite dissapointed with EE service.

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Mon, 04 Nov 2024 17:19:53 GMT

Always a consistent response from EE. See attached

Re: High ping and slow internet despite good download and upload speedtests

Christopher_G — Mon, 04 Nov 2024 18:08:45 GMT

It sounds like this is something that you'll need to continue to discuss with our technical support team, so they can run through some troubleshooting with you, @Ahmer1087

It may be worth discussing with them what the effect the ping is having on your service and the tests that you have completed. Hopefully it will help them find a solution for you.

Chris

Re: High ping and slow internet despite good download and upload speedtests

Ahmer1087 — Mon, 04 Nov 2024 18:26:03 GMT

To be honest, I have given up on this issue and on EE.

It has been 3 weeks, since 16th Oct. I have spent countless hours on the phone with advisors, level 2 advisors, customer services, EE commmunity chat, network status complaints etc etc.

But i am getting now where. I have been unable to work efficiently for so many days that i have now decided to cancel my contract and move elsewhere.

If you work for EE, then kindly chase up my pending cancellation callback from EE.

Re: High ping and slow internet despite good download and upload speedtests

Christopher_G — Mon, 04 Nov 2024 18:39:12 GMT

I'm really sorry to hear that, @Ahmer1087

We don't have access to accounts here in the EE Community team, so I can't chase the call. I'm sure they'll be in touch soon. If you'd like to speak to someone sooner, you can give us a call on 150 or through the contact numbers on our contact us page.

Chris

Re: High ping and slow internet despite good download and upload speedtests

Slodsworth — Sat, 09 Nov 2024 12:35:21 GMT

Exact same issue for me. My phone on its own comes back with 40m/s of ping however when I turn mobile hot-spot on my ping goes from 400m/s to 4300m/s of ping.

The service is great but as soon as hot-spot turns on it goes absolutely useless. Good download (100mb+ and upload speeds 10mb+) seems to be an issue with my phone trying to connect to data centers further away and an issue on their end not mine as it won't work for a day or two then works perfect again at 10-60m/s of ping.....

Reported the issue at least 4 times in the last month and like you said always come back saying it is fully working which obviously isn't true...