topic Re: Re: 5G Not Working in Mobile Network discussions

Re: 5G Not Working

rhysster974 — Mon, 10 Mar 2025 16:42:50 GMT

I am also only getting 4G in areas I have been getting 5G in previous areas that is been previously. I have spoken to at least 5 different agents who haven’t exactly been the most helpful as it gets to the engineers and they say everything is working as the 4G is fine.

5G is not working across several areas including Putnoe street, Putnoe Lane, Kimbolton road from Putnoe Lane junction, Brickhill drive from Kimbolton road half way up the road in line with Pilgrims.

I know it’s not my handset as 2 other people in my household are seeing the same issue. 5G also works in other areas.

service is slowly getting worse also.

@Michael_D we need to get to the bottom of this and stop telling customers it’s fine when it really isn’t.

Re: Re: 5G Not Working

rhysster974 — Mon, 10 Mar 2025 16:47:45 GMT

Hello, I am also have signal problems across large areas of Bedford. I am also only getting 4G in areas I have been getting 5G in previous areas that is been previously. I have spoken to at least 5 different agents who haven’t exactly been the most helpful as it gets to the engineers and they say everything is working as the 4G is fine.

5G is not working across several areas including Putnoe street, Putnoe Lane, Kimbolton road from Putnoe Lane junction, Brickhill drive from Kimbolton road half way up the road in line with Pilgrims.

I know it’s not my handset as 2 other people in my household are seeing the same issue. 5G also works in other areas.

service is slowly getting worse also.

@Michael_D we need to get to the bottom of this and stop telling customers it’s fine when it really isn’t.

Re: Re: 5G Not Working

bristolian — Mon, 10 Mar 2025 17:18:18 GMT

Two duplicate posts have been merged into one separate thread here.

Are you having any service issues with calls, texts or mobile data? Your post reads as just 5G having gone from a certain area but the anchor 4G layer continuing to function as expected - feel free to clarify if not.

Re: Re: 5G Not Working

Katie_B — Mon, 10 Mar 2025 17:28:11 GMT

Hi @rhysster974.

Welcome to the EE Community, it's great to have you here!

This post was from August 2024, have you been experiencing these issues for a while now?

As others in your household are also experiencing this, I would definitely recommend reporting this to our technical care team.

This can be done online using the Status Checker, this will also show any known issues OR by giving us a call on 150.

Katie

Re: Re: 5G Not Working

rhysster974 — Mon, 10 Mar 2025 21:49:36 GMT

Yes 5G has suddenly disappeared seemingly over night, it has been like this for 5 days now. 4G is still working fine expect phone calls being of poorer quality and cutting out, but not dropping.

Re: Re: 5G Not Working

rhysster974 — Mon, 10 Mar 2025 21:56:10 GMT

Hello @Katie_B

as I have stated previously I have spoken to at least 5 different agents who haven’t exactly been the most helpful as it gets to the engineers and they say everything is working as the 4G is fine, just because you don’t guarantee 5G.

I have already reported this along with the locations etc and they have all came back with we couldn’t find issues in your area.

5G has suddenly disappeared seemingly over night, it has been like this for 5 days now. 4G is still working fine expect phone calls being of poorer quality and cutting out.

Re: Re: 5G Not Working

bristolian — Mon, 10 Mar 2025 22:26:49 GMT

@rhysster974 wrote:

4G is still working fine expect phone calls being of poorer quality and cutting out.

If calls are dropping when good coverage is shown, then the "G" you're using is irrelevant - that's a fault that needs investigating.

Is there anything else you're alluding to, by commenting on calls being of "poorer quality"? The audio codecs used on 5G & 4G are the same.

Re: Re: 5G Not Working

rhysster974 — Tue, 11 Mar 2025 06:31:05 GMT

It’s cutting but not dropping calls, calls sound very dampened/ muffled like VOLTE isn’t even working properly.

Re: Re: 5G Not Working

Rach_H — Tue, 11 Mar 2025 12:06:16 GMT

I'd recommend getting back in touch with the team @rhysster974 and they will be able to investigate what is happening with your calls, seperate to the 5G not being available.

Rach

Re: Re: 5G Not Working

rhysster974 — Tue, 11 Mar 2025 16:51:10 GMT

hi @Rach_H

I have got back in touch wtih them to discuss this as a separate matter also but nothing really has been done. Not sure how else to go about this, but when Friday arrives ask to speak to a manager and this gives more than a week to sort this issue.

Really not happy paying for a full works plan on my iPhone 16 Pro Max and not getting 5G when we should be working to get 5G Standalone active in the area.

Re: Re: 5G Not Working

Rach_H — Tue, 11 Mar 2025 17:47:18 GMT

We are always working to bring 5G Standalone to more places @rhysster974.

If you make a log of the calls you've had disrupted then the team can look into why this is happening, and work to resolve this.

If you would prefer, you can submit a complaint online about the loss of coverage, and your experience when reaching out to the team.

Rach

Re: Re: 5G Not Working

bristolian — Tue, 11 Mar 2025 18:04:17 GMT

A single-user fault can be raised by CS into non-customer-facing technical staff for voice call problems. You'll need to provide 3-4 examples of problematic calls over a 2-3 day period immediately prior to your fault-log-call to CS.

Make sure you obtain an INC reference number from the CS bod - that's a fault reference. Incidentally, "not getting 5G" is not likely to be seen as a fault - but problematic network service (regardless of "G") is.

Re: Re: 5G Not Working

rhysster974 — Wed, 12 Mar 2025 23:24:28 GMT

Okay yeah I’ve done this before and I didn’t even get a penny out of it. To be frank I’m more interested in getting to the bottom of this 5G issue, but no one has a clue as they don’t class it as a ‘Fault’.

its a pretty major fault if you ask me if somewhere is not getting the same service as it did last week. This will cost EE a lot of money from a lot of customers in the long run.

@Rach_H @Katie_B would there be any chance of a person of authority look into this case? I will be reporting as you have said, but it feels as if I am not being heard.

Re: Re: 5G Not Working

Michael_D — Thu, 13 Mar 2025 09:26:05 GMT

I understand you want to get it resolved @rhysster974, but it isn't something we can escalate from here as we don't have access to your account on the community.

You can either speak to our technical guides and escalate with them, or you can raise a complaint online if you want to take it further.

Michael

Re: Re: 5G Not Working

rhysster974 — Tue, 18 Mar 2025 23:00:31 GMT

I’ve spoken to several people since and no one seems to know what’s happening, phone guides not seeing any maintenance in the area where as being told my the Bedford team that EE is working on it. It’s 1 absolute mess. I have put in multiple complaints as this is nearly 2 weeks since 5G has been gone from bedford. This is now in town and most places unless you are real close to a mast.

Looks like this is not an isolated case and many people are reporting the same issue up and down the country. Have advised the team they have a few weeks to solve this otherwise 4 accounts are going from my address for good.

Re: Re: 5G Not Working

Chris_S — Wed, 19 Mar 2025 08:55:19 GMT

I'd hate to see you leave because of this @rhysster974

If you've logged a complaint, our complaints team will get the issue looked into for you and respond as soon as they can.

Could I just check, did you raise a complaint using one of the methods listed on our Complaints site?

Chris S

Re: Re: 5G Not Working

rhysster974 — Wed, 19 Mar 2025 12:56:07 GMT

Yes i spoke to someone on 150 and a compalint has been written numerous times. every time I raise a complaint though the agent closes it before the call ends for some reason. I have also completed 2 complaint forms using the webform, one for the connectivity and one for the way the guides at the call centres who are quite obviously not trained to look at this properly and or do not have the releveant systems available to do their jobs.

Re: Re: 5G Not Working

Peter_W — Wed, 19 Mar 2025 14:42:02 GMT

Thanks for explaining @rhysster974.

With network outages, sometimes we would view an on the call resolution as wither offering a credit, or recommending another form of connectivity, but if you're not satisfied with this then we can request any complaint be reopened within 28 days.

If you remain unhappy with how these complaints are being handled, then my recommendation would either be to try the online option again that @Chris_S mentioned, or call up and request escalation.

We have a complaints code of practice that outlines our process for handling complaints, along with how this would be reviewed independently should we be unable to agree on a resolution.

Peter

Re: Re: 5G Not Working

rhysster974 — Thu, 20 Mar 2025 20:17:49 GMT

Hi @Peter_W , someone called me in regards of web form and was not much help and refereed me straight back to the technical team. Luckily a manager has now taken over this and she getting stage 2 techs involved.

still seems to be an issue between technicians, store guides and telephone guides. Not in a sense of store guides have less to work with, but a sense of basic communication. Even went into the store today and asked for an update, they said they had a technician come to the store to say we are doing works in the area as the 5G is down. However this cannot be seen by telephone guides at all.

my next step with be to ask the manager to ring the EE Store to get the full context and try and get the full story as all the EE Store did was palm me off in pretty much the rudest way possible. Possibly to ask the manager to speak to the technicians also.

Re: Re: 5G Not Working

rhysster974 — Mon, 31 Mar 2025 10:10:59 GMT

4 weeks on this still has not been resolved. Spoken mutiple people and managers who seem helpful at first and then when I contact them again to get an update I get radio silence. The whole situation is poor communcation wise, very dissapointed.