topic Re: Moibile internet dropped in Mobile Network discussions

Moibile internet dropped

rbrits — Thu, 26 Sep 2024 12:44:37 GMT

I have been getting 150 to 200MB/s dl and 90+ upload for the last 5 months since being with ee yet yesterday My signal was barly working and now2 even though it states i ave a good connection i am barly gettong 1MB/s to 10 at the best. people are saying its due to the 3g switch off but I was connected with 5g and 4g. can someone explain to me why this is happening? This is in Gainsborough, lincs DN21 area

Re: Moibile internet dropped

bristolian — Thu, 26 Sep 2024 13:59:36 GMT

3G was switched off in January 2024 and is thus unrelated. Use the "check status" option on https://ee.co.uk/help/mobile-coverage-checker in the first instance.

Re: Moibile internet dropped

rbrits — Thu, 26 Sep 2024 19:14:01 GMT

Done all that but with very or no internet it is extremely dificult and when i do manage to get online all I get is the system is not working at the moment which seems to be the norm on the app and web based. I have put the mobile data sim into my router which I do all the time on full unlimeted and its next to useless and has been for 2 days now I am now getting 0.5 - 0.75 down and 55Mb/s up I have a strong signal and it is 5G |If I take it out and use my galaxy s24 Ultra its the same. if I use my wife tesco sim I get 65 - 80 down aND 28up I norally get 180 to 200+ down and 90 up so something is not right. I know its raining but it has never effected it like this lol even when it stormy i get a good signal and speed..

Re: Moibile internet dropped

bristolian — Thu, 26 Sep 2024 19:24:21 GMT

Neither a strong signal nor a particular "G" automatically correlate with good speeds - what matters is the capacity availability on your serving site or sector. I note from your screenshot that your device appears to be using 2 x B3 carriers - a 4G-LTE anchor with 5G-NSA aggregated. It would be interesting to see the EARFCN in use, that would give an indication of the bandwidth available.

If you can't use the status checker, I can only suggest contacting CS on 150 to report your issues.

Re: Moibile internet dropped

rbrits — Sat, 12 Oct 2024 05:12:49 GMT

Contacted cs on 150. Went to stage 2 engineer, after an hour of testing my contract is being terminated on the 18th for free after 3 years of great internet. Such a shame. They have no explanation as to why it's dropped so much.

Re: Moibile internet dropped

bristolian — Sat, 12 Oct 2024 09:28:44 GMT

I'm not surprised that CS agents have struggled to isolate the reason for this - it likely needs more detailed investigation by network engineering staff who are not customer facing. Did they offer to follow the escalation process and raise a faults ticket into the networks team for checks?

It would be disappointing if CS staff didn't do this.

Re: Moibile internet dropped

rbrits — Sat, 12 Oct 2024 13:02:40 GMT

They day that the master is have been using is too far away and above my antenna so it will not send a strong enough signal and we're surprised I got the speed I did. They seemed to think the speed i was getting could not have happened so I told them to look a the downloads I did so.e days. They then realized that a 245gb download in less than an hour proved the speeds I said were correct. Anyhow, I was going to go ee open reach but the cables are there but not available till may 2026. So got 1tb with Virgin 39.99 a month it's a shame but all I can get now.. maybe when the get open reach sorted......

Re: Moibile internet dropped

bristolian — Sat, 12 Oct 2024 14:51:01 GMT

Appreciating you're just the end user here, but that sounds rather like a CS-scripted answer rather than one driven by a proper engineering investigation.

The accurate way to measure received signal is to use a combination of 3 measurements - RSRP, RSRQ & SNR. "Will not send a strong enough signal" sounds like a CS scripted answer.

It really is disappointing that the technical escalation process isn't being used correctly, and that frontline CS are content to give an easy answer instead of properly investigating to either verify or disprove their script.