High ping and slow internet despite good download and upload speedtests

[Ahmer1087]

I have been with EE since Sep 2021 as a Mifi 4G mobile broadband customer. Over the years, there have been occassional service issues but since Sep 2024 i upgraded to the new 5G device on the suggestion of EE upgrade team citing that coverage is great.

But within 3 weeks of using it, both 5G and 4G speeds have deteriorated with Pings reaching 2100 and remaining at 250+ at most times.

I have spoken to EE tech team and second level technicians, but they simply have no expertise. They will simply keep giving you the same suggestions, restart, reset, try it in another device, etc.

They keep trying to evade the real issue of why is the Ping so high all of a sudden? What should EE do to rectify this problem. Why has this arisen? I am quite frustrated with the whole process having spoken to half a dozen advisors and wasting countless hours debating and testing.

I work in Manchester M19 2** which is within EE coverage for both 5G and 4G outside and indoor. It has a large population with many businesses and offices nearby.

Don't know what to do as it is affecting my office work. I cannot opt for fixed BB connections and drilling of antennas to the commercial builing, as im in a serviced office space.

[MOD EDIT: Please avoid  including personally identifiable details in the public forum] 

[Alex_H]

Hi @Ahmer1087,

Welcome to the EE Community

I am sorry to hear you are having issues with your mobile broadband, I understand it is frustrating when things don't seem to be getting resolved. 

What could be done to fix would depend on what is causing the issue which is what the diagnostic steps are designed to help find out. Usually it would be one of a local network related, device related or SIM/profile related and so the tests are meant to help determine which.

 Does the issue only happen in your work postcode and its fine if you use it elsewhere for example? If so that would indicate a local network issue and if so our team can investigate a change in coverage.

When you tested your SIM in your previous 4G router did the problem stop or continue as potentially then it could be a router issue. 

Outside of the normal diagnostic steps you can try setting your router to an IPV4 profile as this did help with some similar issues I had on my 5G router. The steps for that are

1. Load the admin page at 192.168.1.1 in your browser (password will be on the back/bottom of the router or on the keep me card.
2. Select Settings and then find the profile section, usually this will be under Setup> Profile management
3. It will show the current profile in use, click New to create a new profile
4. Enter the following details to create a new profile. Profile name can be anything you like. Dial Number: *99# APN: everywhere IP Type: IPv4 Username: eesecure Password: secure Protocol: PAP
5. Click Save and then Set as default on the new profile.


Alex

[Ahmer1087]

Thank you for your response and guidance.

However having changed the profile, there is not much difference in speedtests, ping etc.

See attached speed test result.

Regards
Ahmer1087

[Ahmer1087]

[Peter_W]

Thanks for giving those steps a try @Ahmer1087.

Like @Alex_H mentioned, have you tested this in a different location to see if the ping issues persist? 

This can give us a good idea if the issues are unique to this area, or linked to the device / SIM

Peter

[Ahmer1087]

[Ahmer1087]

I have today 2/11/24 taken both 4G and 5G mifi devices and tested at home. (M12 4**)

Please see the statistics above which clearly evidence that ping & speeds at home at working very well and that the issue lies with the services provided in the office area.

There are no issues with either of the 4G or 5G devices. It appears that EE coverage is really poor despite the claims of good outdoor and indoor coverage in M19 2**

I look forward to your guidance on the above results.

[MOD EDIT: Please avoid  including personally identifiable details in the public forum. Thanks! ] 

[Ali_A]

@Ahmer1087 

As the experience you're facing is only in one specific location, you can report this at EE Coverage & Network Status Checker | Check your signal 

Just fill out the details to check the status and click "Report a Problem"

You can find out more about what may affect service at Mobile Signal Problems | Mobile Help

Ali 

[Ahmer1087]

I have submitted the report via the check your signal.

But it is a useless submission because i have already raised this issue atleast with three tier 2 tech advisors and they run diagnostics which say that area coverage is fine. But the issue is the PING!!

I have attached various speed evidences but it seems to be falling on deaf ears.

EE is simply to willing to address the elephant in the room. Until the ping is fixed, there is no hope.

I am awaiting the worm 30 day cancellation call back submitted by EE advisor. I was told i will receive a call within 7 days.

[Ali_A]

@Ahmer1087 

Sorry to hear you're not getting the response you were hoping for. 

You mentioned you're using the Mifi 4G mobile broadband at work, are you able to test the speeds and ping while just outside of your work building at all? 

Ali