EE 4g broadband - Speed always tests OK, but web pages do not load on mobiles

[TomSansome11]

Hi, 

Thanks for reading this.

I moved from normal broadband with BT to an EE 4G router and the experience of using it has been horrible. I lack the technical knowledge to get to the bottom of this, but I hope others may have solved a similar issue. 

The coverage around the house i poor, but even at 1 yard away, web pages won't load on mobile devices connected. If I run speed tests they are underwhelming but seem stable at 20+ mbs. 

But even with those results, simple pages in chrome on android devices will not load and streaming is impossible. Is there something I have missed in how these 4g broadband routers behave that I can tweak.

Any advice is welcome, I am so frustrated by this little white box.

Thanks

Tom

[Rach_H]

Hi @TomSansome11,

Welcome to the Community!

We don't want you to have any trouble with your signal, but I can understand how frustrating it must be if you're not getting the speeds you were expecting. 

Are you able to use an EE mobile in your home without any issues, or doesthis also have similar difficulties?

Rach

[TomSansome11]

Hi Rach, 

We have O2 and Three phones, no EE unfortunately.

The 4g signal is poor downstairs, but is bearable upstairs. It reaches speeds of 3-5 mbs. 

This is still a better experience than the WiFi is giving, despite being 6 feet from the router (and it showing 20 mps on the OOkla speed test website)

Thanks

Tom

[Christopher_G]

Hi @TomSansome11 

Have you tried moving the router around to different locations in your home, to see if the service gets any better?

It may also be worth checking our network status checker to see if we're aware of any issues in your area.

Chris

[TomSansome11]

Hi Christopher,

Thanks for your reply. Yes, I have. In our house it is only possible to get an OK 4G signal on the first floor, so the test is limited. I have moved it to the best room and we are using the internet within 6 feet of the router. 

I suppose even in answering that question, I am upset at how poor the service is compared to the BT router I had and regret being sold this dream when I spoke to BT.

Do I have any options to move away from a 4G package?

Thanks

Tom

[Alex_H · Accepted solution]

@TomSansome11 With the speed results you are getting in Ookla on the same 4G connection that should definitely be enough for loading web pages and streaming. 

One thing you can try on your 4G router is to change to an IPV4 configuration, I did have some issues with browser pages loading slow on my own 4G router that were resolved this way so worth trying.

Access your admin page by going to 192.168.1.1 in a browser and login with the admin password on the bottom/back of the router or on the keep me card. Go to Settings> Setup> Profile Management. Click to create a new profile and just use all the same details as the current profile except changing IPV type to IPV4 then set as the default profile.

Would also be worth testing the router SIM in one of your phones as well and testing the connection out that way for streaming and browsing. As if the issues are still there in another device that would confirm if its actually the coverage/signal that is the issue or something else. 

Regarding changing from the 4G router that would depend on your current contract and how long ago it was taken out, but if the issues do persist after trying those things it would be worth giving our team a call on 07953 966 150 to see what options you have.

Alex

 

[TomSansome11]

Hi Alex, 

Thanks for your advice, I will try that tonight.

OK, great, if the performance is still poor, I'll get in touch. 

Thanks

Tom