topic Re: South of Cambridge used to get 4G now 2G for days in Mobile Network discussions

South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 10:44:10 GMT

Hello,

I used to consistently and reliably get 4G in the south of Cambridge but recently (for at least a week) only get 2G. The satnav struggles, opening websites is slow etc. and I see the dreaded 'E' by the signal strength indicator. Any idea what's happening?

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 10:47:15 GMT

My phone is not 5G compatible hence no 5G in the screenshot above I guess.

Re: South of Cambridge used to get 4G now 2G for days

bristolian — Thu, 06 Jun 2024 11:10:06 GMT

Use the "check service status" option on https://ee.co.uk/help/mobile-coverage-checker in the first instance, to check for local service outages. Do you get 4G coverage in other locations?

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 11:20:15 GMT

Thank you for the link. It shows 'excellent' for 5G, 4G, and 2G, no coverage for 3G.

I don't travel much and far, I might have seen occasional 4G reception but it would've been a rare and brief occurrence these days. I'll be trying with another phone shortly, see if anything changes.

Re: South of Cambridge used to get 4G now 2G for days

bristolian — Thu, 06 Jun 2024 11:29:33 GMT

@johnnybaloney wrote:

Thank you for the link. It shows 'excellent' for 5G, 4G, and 2G, no coverage for 3G.

Sounds like you've used the "check coverage" link, not the "check status" that is better in this case. There are subsequent options to "report a problem" if you're confident this is not a device-issue.

Please also ensure you have toggled flight mode if you've not done so already.

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 13:52:45 GMT

Ah right, yes. So I checked the status now and I have two accounts for some reason. I don't know what account is linked to my number but I checked with both:

first account - Service status in your area. Mobile. We can't check our network right now. Sorry, there's a problem with the service. We're working to fix the issue. Please try again later.
second account - Service status in your area. Mobile. There's a problem with your account. Mobile status. We can’t check your network because of a problem with your account. Updated on 6 Jun 2024 at 12:33 PM. You'll need to contact us to fix the issue.

Interesting that no one contacted me about this "problem". I wonder how long before someone would if ever.

Meanwhile I checked the other phone and it's also 2G there. I get the same stats as in the first post. 4G is enabled in the settings. I actually just witnessed a brief period of 4G, then the signal was lost completely for a moment and I'm now on 2G again. I'm not travelling or anything, sitting at my usual spot at home.

Re: South of Cambridge used to get 4G now 2G for days

Leanne_T — Thu, 06 Jun 2024 15:24:02 GMT

Hi @johnnybaloney

To get the area looked into and the message you have received when logging into the EE account, please call us on 150 and our tech guides will get this looked into for you.

Leanne.

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 16:03:56 GMT

I was advised that it's the first account that's linked with my number. But this doesn't help much since:

We can't check our network right now

Is the status check broken?

Re: South of Cambridge used to get 4G now 2G for days

Leanne_T — Thu, 06 Jun 2024 16:30:36 GMT

Hi @johnnybaloney

I am not aware of any issues for the status checker, are you using the EE app and going to the Help section?

Leanne.

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 16:40:12 GMT

No, I don't have the app, the wonky EE website is enough for me 😁 I simply followed the steps as suggested in this post:
https://community.ee.co.uk/t5/Mobile-Network-discussions/South-of-Cambridge-used-to-get-4G-now-2G-for-days/m-p/1393957/highlight/true#M34889

Re: South of Cambridge used to get 4G now 2G for days

Leanne_T — Thu, 06 Jun 2024 16:42:20 GMT

Thanks @johnnybaloney

We would need to get this looked into further for you, to report the problems in the area and the error message when trying to select the status checker, please call us again and select technical support.

Leanne.

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 16:46:33 GMT

Ok, will call. For reference this is what I see on the web page. It doesn't look like a happy status checker to me.

Re: South of Cambridge used to get 4G now 2G for days

Leanne_T — Thu, 06 Jun 2024 16:48:50 GMT

Thanks for sharing and for calling us again @johnnybaloney

Let me know how you get on 🙂

Leanne.

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Thu, 06 Jun 2024 17:40:31 GMT

Someone on Twitter said they would do some diagnostics. Meanwhile can quite reliably reproduce this scenario:

flight mode on then flight mode off,
status: connected to network
status: brief period of 4G
status: signal lost
status: 2G (EDGE)

Later it even deteriorates further and there is no data at all but calls work.

I captured a few screenshots on one occasion as this was happening including the transition from 4G to 2G.

Re: South of Cambridge used to get 4G now 2G for days

bristolian — Thu, 06 Jun 2024 17:59:14 GMT

There's something odd here. Your screenshots purport to show your phone camping on G1800 using B4, which must be a bug - EE's 2G deployment is in B3.

Does NetMonitor Lite also report the same 2G banding? Which model phone are you using?

I'd be really quite intrigued by what the Twitter team's "diagnostics" are going to involve here 🙄

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Fri, 07 Jun 2024 08:50:31 GMT

Here are some snaps from netmonitor.

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Fri, 07 Jun 2024 08:51:21 GMT

The handset is Sony H8314.

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Fri, 07 Jun 2024 11:59:06 GMT

@Leanne_TThe service status checker is still broken.

https://ee.co.uk/help/service-status/mobile

Re: South of Cambridge used to get 4G now 2G for days

James_B — Fri, 07 Jun 2024 12:07:23 GMT

I'm able to access the status checker successfully at the moment, @johnnybaloney, so the issue may be related to your individual account.

I'd recommend getting in touch with Technical Support who can look into the service issues you're experiencing and raise a ticket for the error message you see after logging into the status checker.

Thanks

James

Re: South of Cambridge used to get 4G now 2G for days

johnnybaloney — Fri, 07 Jun 2024 12:58:08 GMT

Thanks, I've already started the process on Twitter, Rach, Kelsey, Russ and Chris S are on it apparently. They've raised a complaint for me and did some unspecified diagnostics, not sure about the results though.

The latest request I had from them was to run a speed test. Below are the results I sent to them.