topic Re: Re: No internet despite full 5G in Mobile Network discussions

Re: No internet despite full 5G

ajallright — Wed, 22 Nov 2023 09:08:58 GMT

i have the same issue as the original poster. Sometimes my signal is showing full 5g and i cannot connect to anything that requires internet. In central london and areas near my work where most days i have no issues. its usually when ive been connected to wifi and then come off it. I have cleared caches and that doesn't seem to work either. I never used to have this issue, only in the last 4 months

Re: Re: No internet despite full 5G

Katie_B — Wed, 22 Nov 2023 09:40:16 GMT

Good morning @ajallright.

Welcome to the community.

Are you able to check the area affected using the Network/Coverage Checker?

This will show any known issues and show what 5G and 4G coverage should be like.

Speak soon,

Katie

Re: Re: No internet despite full 5G

bristolian — Wed, 22 Nov 2023 10:11:34 GMT

Does VoLTE show onscreen, and can you make calls when this happens?

Does toggling mobile data permissions resolve?

Re: Re: No internet despite full 5G

ajallright — Wed, 22 Nov 2023 10:18:13 GMT

Hello, no i dont recognise 'VoLTE' so it must not show on screen. the Screen looks completely normal its just i cant use the internet. Toggling everything (data, data roaming, wifi, airplane mode, exiting (shutting off) all apps, restarting phone) never helps - my only option is to wait it out. sometimes 5 mins, sometimes more. Happens very randomly but i'd say once a week on average.

I can make calls and send texts (but not imessages)

Re: Re: No internet despite full 5G

ajallright — Wed, 22 Nov 2023 10:20:32 GMT

Hi Katie,

Yes, as mentioned above, its in areas that i usually get great service in. and on using that coverage checker it is the top (yellow) coverage for 5g.

Re: Re: No internet despite full 5G

James_B — Wed, 22 Nov 2023 10:38:11 GMT

Hi @ajallright,

I'd recommend reporting a problem via the Network Status Checker, just select the 'check status' option.

This will raise a ticket with our network team for investigation and you should receive an update within a day or two.

James

Re: Re: No internet despite full 5G

ajallright — Wed, 22 Nov 2023 10:43:11 GMT

Hi James, the issue is that it is in different locations at different times, it is clearly an issue my end. Reporting a network problem wouldnt portray it accurately. I have had situations where everyone else in the vicinity has the same signal appearance as me but can connect fine to any app that uses internet

Re: Re: No internet despite full 5G

James_B — Wed, 22 Nov 2023 10:52:30 GMT

Hi @ajallright,

If other EE users aren't experiencing the same symptoms at the same time, I'd recommend contacting Technical Support so a member of the team can run through some diagnostics with you.

James

Re: Re: No internet despite full 5G

Northerner — Wed, 22 Nov 2023 11:39:28 GMT

Hi @ajallright

You'll have issues in central London becase of the buildings. 5G travels over a shorter distance but the glass buildings block/weaken the signal. Higher up is better but still not great. Until carriers install low level antennas (in lamp posts) then this will always be problematic. FYI I work next to Willis Tower.

4G is much better.

Thanks

Re: Re: No internet despite full 5G

bristolian — Wed, 22 Nov 2023 12:37:09 GMT

The RAT (access technology - referred to as the "G") dictates how the data is encoded OTA, the RF propagation is a result of the frequencies in use, along with other factors.

5G on N78 3500Mhz has very different coverage patterns to 5G-N28 on 700Mhz. The latter is similar to 4G-B20 on 800Mhz. Site density is also a major factor.

Radio frequency planning is complex, but it's not as simple as saying one RAT (or "G") is better than another.