After the power cut, my EE mobile broadband is extremely slow.

[HC33]

How can I fix this? My SIM plan gives unlimited data, capped at 100Mbps speed but It is painfully slow since the power cut recovered yesterday. Online internet speed checker showed Download  speed at 4 Mps/Upload 0 Mps.

EE service checker showed excellent coverage but my mobile broadband router's front panel shows it signal strength in the middle position i.e. not full signal. 

[Chris_B]

@HC33  have you tried switching the router off for more than 30 seconds and then restarting it ? 

[HC33]

Hi thanks for your reply!

Yes I did several times: switched off/ disconnected from the socket for 30+ sec, and then switched on again but the signal stays in the middle position and the network speed is very slow.

[HC33]

I have managed to contact the EE mobile broadband customer service and it was confirmed that one of the masts has been down and their engineers will fix the issues asap. 

[Michael_D]

Thanks for the update @HC33.

I hope everything is back to normal before too long.

Michael

[HC33]

I would say there was a slight improvement - the network download speed is now at 5 Mbps.

 

a slightest improvement. Download speed is now at 5Mbps.

[HC33]

My EE mobile broadband has been still very very slow or not working over 14 days so far. 

When I speak to a Guide on 6/10/25, she said there was faulty on the mast and it would be fixed by the end of the week. 

When I spoke to another Guide on 9/10/2025, she said an EE engineer would be working on the mast on 10/10/2025.

When I spoke to another Guide 12/10/2025, he said the faulty will take several weeks to fix and he asked me if I want to give up my mobile broadband service and switch to landline broadband.

On 17/10/2025 when I contacted the EE customer service by chat, one of the managers in EE mobile billing Messaging admitted  there had been DEEP SEA CABLE BREAKDOWN. 

Can I cancel my contract before it expires or am I entitled to compensations of which guidelines were suggested by Ofcom, as last as this situation continues? 

(Fri, 17 Oct 2025 10:18:41) EE : I certainly understand how this must be causing you and upon checking the account interaction notes it appears the connection has been interrupted due to deep sea cable breakdown. Our technical team are working on it to get this sorted for you as soon as possible. 

[Michael_D]

Thanks for coming back to us @HC33.

If it is a network problem, you may be able to get some money back towards the cost of the plan.

If you give our tech guides another call and mention it to them, they'll check the status of what is happening and see if they are able to apply anything for you.

Michael

[HC33]

Hi Michael 

According to Ofcom, I am entitled to compensation, too.

"Compensation details, Delayed repair: You will receive compensation automatically if the service is not fixed within two full working days of you reporting it. Amount: The amount of compensation can vary, but a common example is £9.98 for each full day the service remains down after the first two working days."

[Michael_D]

The automatic compensation that you've mentioned is for home broadband connections, and does not cover mobile broadband @HC33.

If it is mobile broadband, it is looked at the same way as we would look at mobile phone service, as it may not be possible to fix mobile service in two working days.

If you speak to our tech guides, they can look into this further for you.

Michael