topic Re: After the power cut, my EE mobile broadband is extremely slow. in Mobile Broadband

After the power cut, my EE mobile broadband is extremely slow.

HC33 — Mon, 06 Oct 2025 06:29:27 GMT

How can I fix this? My SIM plan gives unlimited data, capped at 100Mbps speed but It is painfully slow since the power cut recovered yesterday. Online internet speed checker showed Download speed at 4 Mps/Upload 0 Mps.

EE service checker showed excellent coverage but my mobile broadband router's front panel shows it signal strength in the middle position i.e. not full signal.

Re: After the power cut, my EE mobile broadband is extremely slow.

Chris_B — Mon, 06 Oct 2025 07:11:02 GMT

@HC33 have you tried switching the router off for more than 30 seconds and then restarting it ?

Re: After the power cut, my EE mobile broadband is extremely slow.

HC33 — Mon, 06 Oct 2025 07:43:35 GMT

Hi thanks for your reply!

Yes I did several times: switched off/ disconnected from the socket for 30+ sec, and then switched on again but the signal stays in the middle position and the network speed is very slow.

Re: After the power cut, my EE mobile broadband is extremely slow.

HC33 — Mon, 06 Oct 2025 08:06:20 GMT

I have managed to contact the EE mobile broadband customer service and it was confirmed that one of the masts has been down and their engineers will fix the issues asap.

Re: After the power cut, my EE mobile broadband is extremely slow.

Michael_D — Mon, 06 Oct 2025 08:44:36 GMT

Thanks for the update @HC33.

I hope everything is back to normal before too long.

Michael

Re: After the power cut, my EE mobile broadband is extremely slow.

HC33 — Tue, 07 Oct 2025 18:12:15 GMT

I would say there was a slight improvement - the network download speed is now at 5 Mbps.

a slightest improvement. Download speed is now at 5Mbps.

Re: After the power cut, my EE mobile broadband is extremely slow.

HC33 — Sun, 19 Oct 2025 23:19:49 GMT

My EE mobile broadband has been still very very slow or not working over 14 days so far.

When I speak to a Guide on 6/10/25, she said there was faulty on the mast and it would be fixed by the end of the week.

When I spoke to another Guide on 9/10/2025, she said an EE engineer would be working on the mast on 10/10/2025.

When I spoke to another Guide 12/10/2025, he said the faulty will take several weeks to fix and he asked me if I want to give up my mobile broadband service and switch to landline broadband.

On 17/10/2025 when I contacted the EE customer service by chat, one of the managers in EE mobile billing Messaging admitted there had been DEEP SEA CABLE BREAKDOWN.

Can I cancel my contract before it expires or am I entitled to compensations of which guidelines were suggested by Ofcom, as last as this situation continues?

(Fri, 17 Oct 2025 10:18:41) EE : I certainly understand how this must be causing you and upon checking the account interaction notes it appears the connection has been interrupted due to deep sea cable breakdown. Our technical team are working on it to get this sorted for you as soon as possible.

Re: After the power cut, my EE mobile broadband is extremely slow.

Michael_D — Mon, 20 Oct 2025 07:17:04 GMT

Thanks for coming back to us @HC33.

If it is a network problem, you may be able to get some money back towards the cost of the plan.

If you give our tech guides another call and mention it to them, they'll check the status of what is happening and see if they are able to apply anything for you.

Michael

Re: After the power cut, my EE mobile broadband is extremely slow.

HC33 — Mon, 20 Oct 2025 07:22:16 GMT

Hi Michael

According to Ofcom, I am entitled to compensation, too.

"Compensation details, Delayed repair: You will receive compensation automatically if the service is not fixed within two full working days of you reporting it. Amount: The amount of compensation can vary, but a common example is £9.98 for each full day the service remains down after the first two working days."

Re: After the power cut, my EE mobile broadband is extremely slow.

Michael_D — Mon, 20 Oct 2025 07:28:47 GMT

The automatic compensation that you've mentioned is for home broadband connections, and does not cover mobile broadband @HC33.

If it is mobile broadband, it is looked at the same way as we would look at mobile phone service, as it may not be possible to fix mobile service in two working days.

If you speak to our tech guides, they can look into this further for you.

Michael

Re: After the power cut, my EE mobile broadband is extremely slow.

HC33 — Mon, 20 Oct 2025 08:07:25 GMT

EE did not fix even after 14 days.

Re: After the power cut, my EE mobile broadband is extremely slow.

Michael_D — Mon, 20 Oct 2025 08:09:11 GMT

It really depends on what the problem is @HC33. There are many factors that can impact mobile service repairs from parts, to access to the site.

I'm not able to see what is happening here, but our tech guides can look at it for you.

Michael

Re: After the power cut, my EE mobile broadband is extremely slow.

HC33 — Mon, 20 Oct 2025 08:11:58 GMT

Hi Michael _D

I am wondering what is your job description and if you are or not an EE employee?

Re: After the power cut, my EE mobile broadband is extremely slow.

Michael_D — Mon, 20 Oct 2025 08:18:18 GMT

I am an EE employee @HC33. There are a team of us on the community.

You can identify us as we have EE Community Support Team next to our names, and you can see the full list on the Meet our Community Team page.

While we are here to help, we don't have account access so it would need a call to customer service for account specific queries.

Michael