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] 

[Ahmer1087]

[Ahmer1087]

I have tested the speeds on my mobile (connected to 4G mifi) both outside and inside the office building.

As you can see the ping outside is 49 vs inside 303. Clearly the indoor coverage by EE on 4G speeds is quite poor contrary to the coverage checker statistics claimed on EE website.

I am using it today and the service is even worse on Monday with a ping of 401! (see attached)

[Christopher_G]

Hi @Ahmer1087 

You mentioned that you've raised this with our Technical Support team, and that someone is going to get back to you to discuss it.

Could you keep us posted on what happens please?

Chris

[Bigbob5]

having a similar problem as of the last few months, particularly noticable when Gaming.

Have a look at your packet loss - https://packetlosstest.com/.

I did some testing on my side, I've got a home DSL BT BB connection, a 5G EE router out of contract using another provider.

I've noticed that using multiple divices on home BB, packet loss is 0.4% whilst the EE Smarthub comes to about 9-10% - even my mobile phone using the same sim cards give me a 0.1% indicating that it's most likely the smart hub issue.

I noticed you mentioned down the line that you've tried the hub at your home address with better results, I haven't had a go at moving mine around yet!

[Ahmer1087]

No, i commented that i am awaiting a call from the cancellations team as the EE advisor after giving up on the issue forwarded a "worm" request to the 30 day cancellation team.

I was told that i will receive a call back within 7 days but so far no news!

Quite dissapointed with EE service.

[Ahmer1087]

Always a consistent response from EE. See attached

[Christopher_G]

It sounds like this is something that you'll need to continue to discuss with our technical support team, so they can run through some troubleshooting with you, @Ahmer1087 

It may be worth discussing with them what the effect the ping is having on your service and the tests that you have completed. Hopefully it will help them find a solution for you.

Chris

[Ahmer1087]

To be honest, I have given up on this issue and on EE.

It has been 3 weeks, since 16th Oct. I have spent countless hours on the phone with advisors, level 2 advisors, customer services, EE commmunity chat, network status complaints etc etc.

But i am getting now where. I have been unable to work efficiently for so many days that i have now decided to cancel my contract and move elsewhere.

If you work for EE, then kindly chase up my pending cancellation callback from EE.

[Christopher_G]

I'm really sorry to hear that, @Ahmer1087 

We don't have access to accounts here in the EE Community team, so I can't chase the call. I'm sure they'll be in touch soon. If you'd like to speak to someone sooner, you can give us a call on 150 or through the contact numbers on our contact us page.

Chris

[Slodsworth]

Exact same issue for me. My phone on its own comes back with 40m/s of ping however when I turn mobile hot-spot on my ping goes from 400m/s to 4300m/s of ping.

The service is great but as soon as hot-spot turns on it goes absolutely useless. Good download (100mb+ and upload speeds 10mb+) seems to be an issue with my phone trying to connect to data centers further away and an issue on their end not mine as it won't work for a day or two then works perfect again at 10-60m/s of ping.....

Reported the issue at least 4 times in the last month and like you said always come back saying it is fully working which obviously isn't true...