topic Re: Re: mobile network keeps dropping out in Mobile Network discussions

Re: Re: mobile network keeps dropping out

Nebfer — Thu, 16 Jan 2025 10:15:56 GMT

Recently been having the same problem. Only notice it when I'm out the house. Signal (the bars) are fine, I'm in a city centre. However every now and then (like every 10 mins or so) the 4G icon will just drop out (like what happens if you physically turn mobile data off) and leave me without internet for a couple minutes, before returning.

Sounds like it might be a sim issue? Any other suggestion, as this needs fixing as I need reliable mobile data from next month.

Re: Re: Re: mobile network keeps dropping out

Michael_D — Thu, 16 Jan 2025 12:39:13 GMT

Hi @Nebfer

Welcome to the community.

I know how frustrating it is when you aren't able to get connected.

Which model of phone are you using?

Have you only noticed it happening in the same area? If so, have you had a look to see if there are any problems locally on our network checker?

Do you know of anyone else on EE in the same location? Are they having any problems?

Michael

Re: Re: Re: mobile network keeps dropping out

bristolian — Thu, 16 Jan 2025 13:46:52 GMT

@Nebfer wrote:

Sounds like it might be a sim issue?

What makes you think this?

You've mentioned "if i'm in a city centre" - does this always happen in the same city centre or other crowded areas?

Re: Re: Re: mobile network keeps dropping out

Nebfer — Fri, 17 Jan 2025 11:21:08 GMT

Hi,

I've checked the Network checker and there is no problems with the network. I'm using a Samsung Galaxy S10. I've recently upgraded my SIM only contract (I was on an EE SIM only before), and it seems to be that this date has coincided with the issues I have been having.

I upgraded over the phone, and recently upon looking in the app due to these problems it appears the SIM only contract is infact the Full Works for iPhone, and not just the regular Full Works. I'm not sure if that would affect the performance working from a non-iPhone phone.

Thank you for your help.

Ben Hopton

Re: Re: Re: mobile network keeps dropping out

bristolian — Fri, 17 Jan 2025 12:09:32 GMT

The radio network has no knowledge of your price-plan, thus that cannot directly impact on your coverage levels. The only differences between those two plans are billing-related in terms of add-ons.

Checking whether these issues are location-specific or more general, would be the next step.

Re: Re: Re: mobile network keeps dropping out

Nebfer — Fri, 17 Jan 2025 14:47:26 GMT

Hi,

I've kept my wifi off for the last 48hrs to check the coverage/signal and internet connectivity and speed, and also to often monitor the internet status (4G icon) in the notification bar. It appears (unconfirmed it is this but experimenting over the last day somewhat) that it only appears to happen on my commute (bus), or walking to where I would commute. I have never had this happen before and I've been making the same commute for over 2 years. I've checked the coverage app for 4G in the area and it says excellent, for both indoors and outdoors. The commute is at 10am and at 6 or 7pm, so never in rush hour nor do I navigate crowded areas or crowded transport.

Is there anything else this could be? Seems really weird that this appears to be the only case it happens.

Thanks for you timely responses in your assistance so far!

Re: Re: Re: mobile network keeps dropping out

bristolian — Fri, 17 Jan 2025 16:04:30 GMT

There are some scenarios where this behaviour could be a symptom, but I wouldn't expect any CS agent to be aware of them and it may require engineering-level expertise.

Before going into detail here, you've suggested the issue is happening on a specific transport route/road - only in one direction or either?

Re: Re: Re: mobile network keeps dropping out

Nebfer — Fri, 17 Jan 2025 18:22:08 GMT

Hi,

This happens on commute to and from work, on the same route. I am yet to determine whether it is specific locations but I am currently monitoring the times/locations that I lose internet connectivity.

Having had wifi off all day at work, I did not notice it drop out once, but on the commute back today it happened at least 4 different times on the journey. This is frustrating when trying to do admin like send emails etc. It takes approx 1 to 2 minutes before regaining internet, but sometimes this is longer. I have full cellular signal (4 / 4 bars) during this time. I have tried the usual mobile data off and on, turning the device off and on etc., to no prevail.

I can't comment outside of these situation just yet as I have not been anywhere else to experience it.

Thanks again

Ben Hopton

Re: Re: Re: mobile network keeps dropping out

Nebfer — Thu, 23 Jan 2025 10:24:24 GMT

Hi,

I have checked the network checker, nothing to suggest on that (full 5G coverage in those areas). This happens roughly similar areas on my bus commute to work daily. This happens with the same SIM in different phones (Samsung S10 and A54 5G). This has only happened since recently upgrading; I have been making this commute for over two years and not once have I experienced this disconnectivity on my previous EE SIM only contract.

This needs fixing as I am reliant on continuous internet, with work admin being done on my commute.

Thanks

Re: Re: Re: mobile network keeps dropping out

bristolian — Thu, 23 Jan 2025 12:02:50 GMT

If this is only happening in a specific location, that's clear evidence of a network issue, and it's interesting this has only started since you changed phones - was your previous S10 the 5G variant?

Reporting via the status checker is the best first-line move, though I suspect you may need to then follow this up afterwards.

Re: Re: Re: mobile network keeps dropping out

Nebfer — Thu, 23 Jan 2025 13:30:55 GMT

This started happening when changing SIM only contracts, NOT swapping phones—I've been using the S10 (not 5G ready) temporarily while my A54 (5G ready) was getting repaired. Both phones, on the previous SIM only contract, did not have this problem; both phones on the current SIM only contract do exhibit this problem (A54 is now repaired). Also to note the physical SIM was not changed between contracts (same physical SIM card is being used).

How would I report the issue to EE?

Thanks

Ben Hopton

Re: Re: Re: mobile network keeps dropping out

bristolian — Thu, 23 Jan 2025 13:51:53 GMT

@Nebfer wrote:

How would I report the issue to EE?

By using the status checker as mentioned previously - https://ee.co.uk/help/mobile-coverage-checker > check service status > report a problem

There is nothing in a change of price-plan that would cause the symptoms you're describing, I'm confident that's a red herring.

I suspect there's nothing necessarily wrong with a specific radio site as such, but - in very simple terms - in the handover between them. I could explain in more detail, but ultimately I suspect this will require a fault ticket raising by CS into the radio network support area who are not customer facing. That, I fear, may be easier said than done.

CS will expect you to have tried the status tool first, and will likely want to run through many frustrating & basic checks first, they'll also probably pass you through several agents (may call themselves "tech" or "Level 2") - convincing a CS rep who has fault ticketing access, that you have symptoms worthy of a fault ticket being raised and getting an INC ref , is the end goal.

Timed examples of the problem happening (perhaps 3-4 examples over a 2-3 day period) will certainly make this easier.