Very Poor 4GEE Router Speeds

[Ambrose2kFuture]

In the past 3 months or so my speeds have been dreadful on this router. No matter what time of the day my average download speed is less than 1Mbps. I have done everything I can to resolve the issue on my side (Restarted/reset router, changed the SIM card and checked the signal in my area) No known problems in my postal code area either. Called 150's tech team multiple times and all I keep getting told is to try the things that I've already tried which make no difference whatsoever. No one has a clue whats going on here and can't give me a legit reason as to why my speeds are so slow the past few months. I am paying for at least 36Mbps here and not even getting close to this. Simple sites like Google and Yahoo are taking around 5 minutes to fully load up and and streaming/watching videos are consistently buffering even at a low resolution of 420p due to the very bad download speed.

I have been a customer with you guys for almost 7 years now and I'm shocked to see even after all that time with EE, I'm getting absolutely no customer support or help at all. I am not tied in a committed contract with you either so if I have to continue putting up with these terrible speeds and receiving no guidance or help for any longer, I will not hesitate to cancel and take my services to another provider who can actually give me what they advertise and what I'm paying for.

My only guess is that since the Covid pandemic you have reduced, throttled or capped the speed of 4G customers and though I understand at peak times and evenings the speeds may not be at their best, there is no excuse for 4G to be as low as 0.25Mbps! This is certainly NOT the "fastest" internet provider in the UK" which you claim to be in my eyes. I don't think I've ever seen speeds this poor since the dial-up days in the 90's and like I said, these are the speeds I'm getting no matter what time of day/night it is.

If you don't believe me then just check out this speedtest result I did earlier today:

https://postimg.cc/3WGg62gt 

This is pretty much unusable internet. I'm sorry for the long post but I really am getting fed up of this now and having to constantly jump through hoops, calling customer services and waiting over 30 minutes for someone to pick up only to be told the same old unhelpful repetitive steps I've tried countless times. 

Can someone please look into this for me and give me a clear answer and an actual working solution for a fix as soon as possible?

Thank you.  

[wardi]

Ambrose2K.. Sorry to hear of your problems with the 4GEE Router, I own one these so will try to help.

Those speeds are very poor, is your router showing 2-3 bars of signal strength?  If you do a speed test on your phone (you could perhaps tether it to your pc and switch the 4G Router off).  If your phone shows a decent speed it would perhaps suggest a duff router.  Twist EE's arm for a new one!

I did do the above test on router and phone earlier today and both were around 50Mbps.  Good luck!

[Northerner]

Hi @Ambrose2kFuture 

You maybe I the outskirts of the EE network, hence the speeds. Have you checked EE Network Status Checker?

The pandemic has impacted the network with unforeseeable demands but as BT have said this traffic is still within the available bandwidth.

Thanks

[Ambrose2kFuture]

Hi Wardi thanks for your reply and effort to help me. Most of the time my signal shows 2 out of 3 bars no matter where I place the router in my room (I try to keep it close to the window for better signal) but no luck sadly. Just did a speed test on my mobile's 4G and the download is showing 26.6Mbps which is much better of course however, I have tried taking the SIM out of my phone and putting it into the 4GEE router to rule out if the SIM is faulty but speeds on the router are still poor no matter what SIM is inside so it can't be an issue there. I have had the router for over 2 years so maybe a router issue I dunno. Your 50Mbps speeds might also be due to your area's mast not being so congested perhaps?  

[Ambrose2kFuture]

Hi Northerner. Yes I regularly check the service status and there have been no known issues in my post code area for a while now which is why I'm so confused as to whats going on here. 

[James_B]

Hi @Ambrose2kFuture,

Welcome to the EE Community. 🙂

The speeds you are able to receive on your phone certainly suggests a faulty router.

Please get in touch with Customer Care so our Tech Gurus can help.

Thanks

James

[nexus76]

Also try changing the wifi channel and testing different ones instead of using the standard auto function and also even the frequency and MHZ as you can improve signals this way also.

If you are unaware of how to do this just connect to thew wifi and enter in your address bar 192.168.1.1 and log into your wifi box for options. Worth a try.

[Vittoria1]

Hi 

I have just joined the EE 4g router family and I have no speed whatsoever... Okay it's slightly better than the ADSL broadband but still at 55£ I get 9MBs upload and around 6MBs for download ( in a very good day)... after reaching out the EE technical service and spent 2days with them ( chat and calls) have been advised that there's nothing they can do to improve or fix my internet regardless of the 55£ price tag, as there is load of congestion in my area, but  hopefully when the lockdown will be over it might get better...I hope it might help you.

Cheers