So upset

[Davetherave1979]

I've just had the worst encounter with representatives of EE ever. I suffer from mental health problems. I was trying to get a issue looked at. I've eneded up in tears and theve made me feel useless. Don't come to EE

[Peter_W]

Hi there @Davetherave1979.

Welcome to the EE Community!

This is the last way we would want you to be feeling when speaking with our team, so I've popped you over a private message so we can explore things further.

Peter

[Davetherave1979]

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Hi Peter. As I have mental health problems I rely on my phone and the Internet alot. When I first got my package I go the highest spec so I didn't have to worry. About3 weeks ago i lost 5g. I phoned and was told it be be good in a week or so. Now 4 weeks later I have no 5g. The lady on the phone said well it comes and goes. I now get a third of the service I did get. I feel that I've been lied to and robbed of two thirds of my service. Also was told average is excitable and was not told where the 5g has gone

Show quoted text

[Davetherave1979]

The best they could suggest after 2 hours is have you tried turning it on and off again 

[Peter_W]

Thanks for explaining all of that for us, @Davetherave1979.

I can totally understand that you rely on your phone as a lifeline and will always want the best connection. 

In the case of a network issue in you're area we'll always aim to resolve things as soon as we can, but sometimes fixes can be more complex to fix than expected.

We would always expect our team to look out for you and give as much of an update as possible when querying these too. 

A loss of 5G doesn't necessarily mean that there's an outright issue with the network though, and you can still get a fantastic connection on 4G. 

5G is exclusively for data, so any calls you make would default to 4G once you dial. 

How has the 4G connection been looking since you noticed these issues?
Peter

[Chris_B]

@Davetherave1979   Can I just say you’re paying for a connection you’re not paying for a certain G band connection.   so if 4G still works you’re still getting a connection that you’re paying for.  

[Matt_124]

When you say "I now get a third of the service I did get", are you referring to on-screen bars?

If so, those are little more than a suggestion of perceived signal strength but unless they are coupled with dropping of phone calls, messages not sending or data not loading, it is not indicative of a problem.

Trying to condense the complicated aspects of radio networks down to an on-screen indicator or a particular 'G' is perhaps one of the more common misconceptions that arises with mobile network comparisons.

As an example, in my case I consistently have 1 to 2 'bars' but I am receiving over 100 Mbps download speeds and a rock-steady connection for my calls, texts and data. This '2 bar' connection is a better experience than I have at times where I have had 'full bars'. On other occasions, I have had some situations where a "4G" connection outperforms a "5G" connection.

[Davetherave1979]

What is mean is. I had a year and a half of an average of 60 mps download and 30 mps upload. Now I get an average of 20 mps and 10 mps upload. There answer is well your lucky to get that. All I ask is what has changed from then to now. My phone hasn't. My address hasn't. But my attitude to EE has. The way I was treated was terrible. 

[Davetherave1979]

I have always payed my bill on time. Now I get less of a service. Why ???????????????????

[Davetherave1979]

K