5g broadband service terrible but mobile still works

[connla]

I have both a 5g broadband setup for my work computer and a mobile phone on EE's 5g network.

I am based in central birmingham, for just short of 2 weeks now my 5g broadband service has gone terrible. Barely holding a 5g connection, constantly going down to 4g or worst just not connecting at all. I had to ask for an extension on work I was doing because it was so bad I couldnt log into any of the online services I use for my work.

I would have assumed it might have been fallout of last week's storm, but my mobile phone's 5g service has been perfectly fine for this entire period. The only issue is I dont have unlimited data with the phone so I cant simply replace the broadband with it.

Have EE throttled me to an insane degree or is their mobile broadband service just suddenly awful?

I have just recently gone out of contract, I was going to renew but if the service is this rubbish I'm going to look elsewhere. Mobile contract too.

[Leanne_T]

Morning @connla 

Thanks for coming to the community. 

Could you check your postcode to see if we have any signal problems reported on the EE Coverage & Network Status Checker | Check your signal, please select 'check status' is anything showing? 

Also, are you able to try the mobile WiFi device SIM card in the mobile to see if you have the same issue connecting to the sites? 

If you could try this and let me know how you get on this would help to see if the problem follows the SIM card.

Leanne 🙂

[connla]

Postcode says coverage is good

I cant swap sim card to my phone as I cant open the sim slot on the phone, I dont have the little tab opener to hand.

Also I stress this is a not a 'connecting to sites issue' I am actively seeing the router change from a weak 5g signal down to a weak 4g signal and back. I can see on the router it turning blue for a moment and then dropping to green. I've run speedtest multiple times and it has given me a huge variety of answers, from high download speed but a ping in the 1000s to a download speed of less then a mb but a steady 50 ping.

[Katie_B]

Hi @connla. 

If your mobile phone service has been good I'd recommend trying a replacement SIM, this can be provided by your local EE Store if you visit with photo ID. 

Alternatively, you can also arrange a replacement to be sent to you by giving us a call.

I would also recommend reporting this to our technical care team who will be able to investigate this further. 

Katie

[connla]

how do I contact your technical care team?

[bristolian]

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@Katie_B wrote:

If your mobile phone service has been good I'd recommend trying a replacement SIM, this can be provided by your local EE Store if you visit with photo ID. 

---

Problem here is, the OP has already commented that they "can't open the SIM slot". My point being that they will need to sooner or later!

The symptoms being described are of a device that's not seeing a dominant serving cell and is thus "scrabbling around" trying to find a usable signal. That's normally a device issue rather than SIM, but the opposite is not impossible.

Whether to diagnose between device/SIM, or to replace said SIM, the OP will need to access their SIM slot sooner or later....

https://tinyurl.com/4zzxsc6z is as good a place to start as any.

[connla]

I meant I cant access the sim slot on my phone, not the router. I've taken the routers sim out a few times when I did hard resets of it.

[connla]

How do I contact the technical care team?

[connla]

I dont know if its how bad my interent is or if there is some limit on what one can post.

But I keep posting asking how to contact the technical care team and the posts dont seem to stick?

[Alex_H]

@connla You can contact our technical care team to run a diagnostic with you by calling us on 150 from your mobile phone or also 07953 966 150 from any other phone. Contact Us To Request Technical Support for Mobile Broadband | EE

Alex