topic Re: Can't connect to 4G mast in Mobile Network discussions

Can't connect to 4G mast

boblehner — Tue, 02 Aug 2022 08:53:12 GMT

We have a 4G Home Router 2 in the house for mobile broadband. Nearest 4G mast is 200m away and in direct line of site of the router. Was all working fine, but we are now picking up 3G from a more distant mast - 3G blue light showing on the router and speed dropped from c. 70-90 mbs to 6 mbs. Have tried all the usual - switch off/ re-set router. Have reported to EE tech and had long discussions - tried a new SIM. They say no fault detected with our nearby mast. Any ideas?

Re: Can't connect to 4G mast

Christopher_G — Tue, 02 Aug 2022 10:47:57 GMT

Hi @boblehner

How long did it work OK for and how long have you had the problem for? Did you report a problem on the network status checker too?

Chris

Re: Can't connect to 4G mast

bristolian — Tue, 02 Aug 2022 11:24:22 GMT

When you say you're connecting to a more distant site, what's your basis for this? Is it just the slower speeds?

Do you have an EE mobile, and is that connecting to the 4G network?

Re: Can't connect to 4G mast

boblehner — Tue, 02 Aug 2022 11:52:51 GMT

Thanks for your reply - EE have told us that we are connecting to a more distant mast. We don't have a EE mobile phone.

Re: Can't connect to 4G mast

boblehner — Tue, 02 Aug 2022 11:54:48 GMT

We joined EE in Nov 21 - had a lot of trouble getting a 4G connection to our nearby mast - but eventually did get connected. It's been fine for 7 months until a couple of weeks ago when we lost 4G and were getting 3G, at a much lower speed.

Re: Can't connect to 4G mast

Leanne_T — Tue, 02 Aug 2022 13:27:20 GMT

Hi @boblehner

Have you reported this issue on the status checker?

If this is reported, our network team can get this investigated and keep you updated.

Leanne.

Re: Can't connect to 4G mast

boblehner — Tue, 02 Aug 2022 15:10:07 GMT

i have reported it by telephone and had several conversations with different people...

Re: Can't connect to 4G mast

Leanne_T — Tue, 02 Aug 2022 15:51:51 GMT

Hi @boblehner

I would suggest getting back in touch with our tech gurus, they will run through some further troubleshooting with you.

Thanks.

Leanne.

Re: Can't connect to 4G mast

boblehner — Tue, 02 Aug 2022 16:43:39 GMT

Thank you - we had a long discussion with your people yesterday -they promised a call back today after they had done some investigations- but haven't heard from them yet...

Re: Can't connect to 4G mast

Leanne_T — Tue, 02 Aug 2022 16:55:12 GMT

Thanks @boblehner

Let me know how you get on, once they get back to you 🙂

Leanne.

Re: Can't connect to 4G mast

boblehner — Thu, 04 Aug 2022 09:15:51 GMT

- seems to be sorted now. We took the sim card out of the router and put it into a mobile phone, then drove all around our area trying to connect to the mast - eventually did get a connection. Back home - put sim card back into router and hey presto we have our 4g signal and reverted to a good speed. Not a lot of thanks to EE who had no useful suggestions...and never phoned back as promised!!

Re: Can't connect to 4G mast

James_B — Thu, 04 Aug 2022 09:56:57 GMT

Thanks for letting us know @boblehner 🙂

James