topic Re: 4g Speeds in Mobile Data

4g Speeds

DJGIT — Sat, 21 Dec 2024 11:19:06 GMT

My 4g connection (unlimited) usually runs at 80-100Mbps in my house. Today it is running at less than 1Mbps both up and down. I have tried my sim in multiple devices and the same issue occurs suggesting this is a network issue. Please advise.

Re: 4g Speeds

DJGIT — Sat, 21 Dec 2024 11:17:22 GMT

I have had the same type of messages and now my mobile data is shocking. Dont know if related but my 4G and 5G connection is less than 1mbps when usually 80+ - have tried sim in different devices so clearly a network issue.

Re: 4g Speeds

DJGIT — Sat, 21 Dec 2024 11:21:20 GMT

Ive got the same issue in SL2 postcode (nowhere near you) my 4G speed is usually between 80-100Mbps, today its <1Mbps up and down and unusable.

Re: 4g Speeds

bristolian — Sat, 21 Dec 2024 11:28:14 GMT

In the first instance, check for known local issues using the status webtool - https://ee.co.uk/help/mobile-coverage-checker > "check service status"

Depending on the result, either "keep me updated" or "report a problem"

Re: 4g Speeds

DJGIT — Sat, 21 Dec 2024 11:29:38 GMT

Yes have checked and its saying that there are no "known" issues in my area. Have reported a problem.

Re: 4g Speeds

DJGIT — Sat, 21 Dec 2024 11:30:48 GMT

have tried my sim in multiple devices (iphone, 2 different broadband routers) all performing the same <1mbps

Re: 4g Speeds

Northerner — Sat, 21 Dec 2024 12:38:05 GMT

Hi @DJGIT

If you register as per the link posted by @bristolian then EE will notify you when the issue is fixed. Once done then restart your device.

Thanks

Re: 4g Speeds

DJGIT — Sat, 21 Dec 2024 16:02:52 GMT

Thanks

Re: 4g Speeds

DJGIT — Tue, 24 Dec 2024 07:10:39 GMT

OK - so registered the issue three days ago issues number 5535017. Nothing has changed, still no useable internet at a time of the year when the kids are desperate to try new games/devices. No mention of what the issue is on the EE website and no idea of when it might be fixed.

I knew that the moment EE joined forces with BT, that this would happen. Time to go elsewhere. Very poor.

Re: 4g Speeds

Peter_W — Tue, 24 Dec 2024 09:38:06 GMT

Good morning @DJGIT, I'm disappointed to hear you've still not noticed any improvements since flagging this.

I appreciate it's the last thing you'd want to be thinking about at this time of year.

When we receive network reports our team will investigate these, but depending on the nature of the fault this can sometimes be complex to fix with multiple factors at play.

If you get in touch with our technical team, they'll be able to take a closer look into what's going on and also advise if there are any estimates on when things will be resolved.

Peter

Re: 4g Speeds

DJGIT — Fri, 03 Jan 2025 11:38:24 GMT

Hi Peter,

Just to update.

I spoke to Louise in the technical team on Tuesday 31st, she was absolutely fantastic. She went through routine checks with me and I explained that I had tried all the standard checks/method of deduction to identify the root cause (I have two separate networks and multiple sims/devices and can categorically confirm this is a EE network issue). Louise checked the local network for faults and confirmed that there is a mast issue in the area but that engineers are struggling to get access.

Louise has agreed to waive my January bill which is great however, the issue is still not resolved.

One other thing to point out, when you register a fault and ask for updates on via text/email; you will receive an update on the day of registration but them receive no further updates leading one to believe that the issue has been resolved; its only when you log back into the service checker to check the status that you find out the the issue is not resolved and you get the option to ask for updates again....you will then receive one further email with an update and no more.

Very frustrating - but Louise was great and frankly prevented me from cancelling my contract, had she not been so responsive I would have canned EE.

Still <1mbps down and minimal upload on EE all rounder unlimited Sim.

Re: 4g Speeds

Christopher_G — Fri, 03 Jan 2025 15:08:25 GMT

Thanks for coming back to update us, @DJGIT

I'm glad that Louise was able to help you in such a manner. Thank you for the feedback about the network status checker too.

We appreciate your patience with this. I hope your service is back to normal soon.

Please keep us posted on what happens.

Chris

Re: 4g Speeds

DJGIT — Fri, 03 Jan 2025 17:43:52 GMT

Final update. Spoke with Helen today who was also excellent. She informed me that the engineer was on site today and I am glad to say, things are sorted and back to 80-100mbps down.
I was on the brink of walking away a few days ago, credit to the customer support team Louise and Helen who managed to keep me happy despite the challenges.
Thanks all.

Re: 4g Speeds

Christopher_G — Fri, 03 Jan 2025 17:59:44 GMT

Thank you, @DJGIT

I'm glad everything seems back to normal now. Thank you for letting us know.

Have a great weekend. 🙂

Chris