topic Re: No 5G in area - reported twice, no joy. in Mobile Network discussions

No 5G in area - reported twice, no joy.

glenjarnold — Mon, 10 Mar 2025 12:54:06 GMT

I’ve been receiving no 5G service in the WS15 2JL area, only 4G. This problem has only come to light over the last few days. I’ve checked the coverage online tool twice, and reported the issue twice, only to be told there is no problem in my immediate area. I switched my devices off and back on and reset network settings, to no avail. This morning I went somewhere else out of town, only to find that 5G is working fine - it seems that there must be an issue in my immediate area that EE clearly don’t know about.

Re: No 5G in area - reported twice, no joy.

Leanne_T — Mon, 10 Mar 2025 15:10:23 GMT

Hi there @glenjarnold

Thanks for coming to the community.

Do you know any other EE customers in the same area? If so, are they experiencing the same service issues?

If you would like to get the area looked into and have already reported the issues on the service checker, please call us on 150 and the team will get this looked into.

Leanne 🙂

Re: No 5G in area - reported twice, no joy.

bristolian — Mon, 10 Mar 2025 15:43:42 GMT

@Leanne_T wrote:

Do you know any other EE customers in the same area? If so, are they experiencing the same service issues?

And if they are, have they reported it?...

Re: No 5G in area - reported twice, no joy.

glenjarnold — Thu, 13 Mar 2025 08:42:46 GMT

Hi Leanne, mentioned it to a friend who lives across the road yesterday who's also on EE - he took a look and saw the same as me. And yesterday, I went elsewhere out of the area, and once again I was receiving 5G without a problem. There definitely seems to be a problem in my immediate area of which EE are unaware, or there is somebody maybe working near the nearest mast and affecting the signal.

Re: No 5G in area - reported twice, no joy.

glenjarnold — Thu, 13 Mar 2025 08:43:38 GMT

A friend of mine across the road is getting the same problem, he reckons he'll get onto it too.

Re: No 5G in area - reported twice, no joy.

Ali_A — Thu, 13 Mar 2025 13:04:15 GMT

@glenjarnold

Please head over to our Check Coverage and Signal in Your Area - EE where you can report that you're having an ongoing issue once you have entered the postcode, which the engineers will check and get back to you.

You can also have a look at our Mobile Signal Problems | Mobile Help page which has some useful information.

Ali

Re: No 5G in area - reported twice, no joy.

glenjarnold — Thu, 13 Mar 2025 13:19:12 GMT

Hi Ali, thanks for the reply. Already done three times, yet been told every time that there isn't a problem.

Glenn

Re: No 5G in area - reported twice, no joy.

Ali_A — Thu, 13 Mar 2025 15:23:39 GMT

@glenjarnold

Have you previously had good 5G service in your postcode area?

Ali

Re: No 5G in area - reported twice, no joy.

glenjarnold — Thu, 13 Mar 2025 16:08:28 GMT

Yes Ali, always had an excellent service since its inception in this area.

Re: No 5G in area - reported twice, no joy.

Veander — Thu, 13 Mar 2025 18:27:33 GMT

Same thing here at TW3 1LR. It's been a week since this has happened. I've been getting 5g all these years at this address suddenly noticed its now showing 4g. I rely on 5g as I don't have any broadband in the building I live in. Someone needs to look in to this asap.

My wife and few other people around us who use EE has noticed the same.

I only just purchased a 5g broadband from EE today and hope I don't have be stuck with it if there is no 5g available anymore.

Re: No 5G in area - reported twice, no joy.

glenjarnold — Thu, 13 Mar 2025 18:48:55 GMT

Yes! I’d seen similar with someone else on the forum when I was digging around for answers. By all accounts EE didn’t seem to know anything about it until they physically sent someone out to investigate it.

Re: No 5G in area - reported twice, no joy.

bristolian — Thu, 13 Mar 2025 23:23:25 GMT

@Veander wrote:

I've been getting 5g all these years at this address suddenly noticed its now showing 4g. I rely on 5g

Out of interest, what is it about 5G specifically that you use your phone for, that 4G is insufficient?

Re: No 5G in area - reported twice, no joy.

Veander — Fri, 14 Mar 2025 01:47:04 GMT

@bristolian I use it as a hotspot to connect my TV (stream Netflix, prime etc), me and my wife work from home so we need fast and stable internet connection. I do play & stream games online and most of them are ping sensitive.

With 5g I would get a stable speed of upwards 100/200mbs and upload of 20/30 also I was happy with the ping for gaming as this is best I could get. 4g gives me around 20/30mbs speed and upload of 10 at max which most of the time isn't stable. I've tried other ISPs but EE was the only one I was satisfied with.

Hope this gets fixed as it's frustrating when the connection is so weak and you have no other options.

Re: No 5G in area - reported twice, no joy.

Veander — Fri, 14 Mar 2025 01:51:41 GMT

Agreed! I went in the store earlier and spoke to them about this and they said there aren't any know issues as of now. All they need to do is send someone to look in this and get it fixed.

Re: No 5G in area - reported twice, no joy.

Ali_A — Fri, 14 Mar 2025 11:17:30 GMT

@glenjarnold
Please give Customer Service a call where a guide in the Technical Team can escalate the sudden loss of 5G to our network teams to investigate further.

@Veander
Looking at our Coverage Checker it looks like you're on the fringes of "Outdoors only" area, so the coverage could be variable.

Have you noticed anything change outdoors recently that may now be blocking the edge signal you were receiving, such as a new building or trees growing in the area?

It may be worth trying to relocate the position of your router hub to another side of your premises, in case you can pick up a better 5G signal.

Which 5G hub do you currently have?

Ali

Re: No 5G in area - reported twice, no joy.

Veander — Fri, 14 Mar 2025 14:00:13 GMT

@Ali_A I've bought the new 5g broadband hub with UL sim. I've tried relocating the hub everywhere in the flat but it only gives me 4g signal with very poor Internet speed.

This has been such a frustrating week trying to sort this out. Unfortunately I will have to return the hub back as it won't do what it's suppose to do.

Thanks for all the help.

Re: No 5G in area - reported twice, no joy.

Ali_A — Fri, 14 Mar 2025 14:26:40 GMT

@Veander

I'm sorry to hear you're not picking up the 5G signal you were hoping to.

Does the router have ports for external antenna? It may be worth trying that as it can often significantly boost signal and performance in fringe areas.

Ali

Re: No 5G in area - reported twice, no joy.

a5nuttey — Mon, 17 Mar 2025 22:29:01 GMT

Hi Leanne i am in same area and there is no 5g service tried on 3 phones all same problem only sshowing 4g

Re: No 5G in area - reported twice, no joy.

a5nuttey — Mon, 17 Mar 2025 22:35:26 GMT

Hi glenjarnold i am in same area and there is no 5g service tried on 3 phones all same problem only showing 4g no 5g masts on opensignal app

Re: No 5G in area - reported twice, no joy.

glenjarnold — Mon, 17 Mar 2025 22:52:00 GMT

Hi there. Yeah, I was in the area of the town centre earlier today and was still only receiving 4G, yet when I've been to Burton-on-Trent and Penkridge this week I've received 5G fine. Apparently the mast for the area is on the police station if the coverage maps are correct. Maybe they should start looking there!