Really slow mobile broadband and constant drops!

delloy · ‎22-01-2025

For the past month my mobile internet has been appallingly slow and constantly disconnects. Indoors and Outdoors weather using 4G or 5G.

I use a tp-link 4Grouter with my sim card and swap this into my phone when I am out and about. I have reset the router, reset the phone and tried everything that might cause the issue. Changing settings on my iphone 12 mini etc etc to resolve it. Nothing....still the same.

Some people suggested turning off Private Relay/IP address tracking on my iphone. That also does nothing. I checked for connection issues back on the 15th December or thereabouts where it did say "Network problems in your area. Approx 16 hrs to resolve and repair" I checked again every few days and about 3 weeks later was still saying the exact same thing! So 16hrs had now turned into 3 weeks! Really! I'm paying for THIS!

I did check today and it now states everything is working as it should, but it blatantly isn't with these constant drops and slow speeds. I tested for speed using Ookla and it gives varying results in the space of 5 mins. One test is 26mbps, next time its 3mbps, then another test shows 7mbps, then it won’t connect at all! It’s all over the place! And this all in the space of 5 mins!

Is this anything to do with the recent turning off of 3g signal? I did notice a few weeks back I think an update to settings was downloaded to the phone from EE as well. Has this anything to do with it?

I'm pulling my hair out now and getting frustrated. I cannot work or do anything with these issues and once again I will mention. I'm paying for THIS! Not good enough EE. I also just now went to report this issue on the "Report a Problem" page answering all 7 questions and writing a extensive report only to click send to then be told onscreen "This service isn't working right now"

Come on guys........really!

I am not stupid and consider myself quite versed in all things internet and phone based and have tried everything I know of and have read on your forums etc and get nowhere. Despite your Coverage and also the Network Problems checker saying everything is fine it blatantly isn't and I don’t know what to do next! Please look into this ASAP. Thankyou for your time and I would appreciate any help as I have now just sat here another hour just trying to get this to post!

Alex_H · ‎22-01-2025

Hello @delloy,

Thanks for visiting the EE Community.

I am sorry to hear of the connection issues you have been having this past month, I appreciate that is frustrating to deal with. It is unlikely to be caused by 3G being switched off. If you received a text about some settings being updated and to restart the phone, that is just an update for your SIM and should not cause any issues, if it was just a notification on the phone itself it sounds like a carrier settings update which again is normal.

You may have done already with you mentioning trying a lot of different things but just to check as part of your diagnostics have you manually logged off the EE network to another for a few minutes, before logging back to EE?

If the issue is happening the same across both devices that would suggest its not a device issue, which would leave either an issue in the area or something SIM related as the most likely causes. But it would require more information/tests to help determine which.

The best thing to do in either case would be to contact our technical team on 150 from an EE SIM or 07953 966 150 from any other phone. Our technical team will be able to access your account to run some further checks on your connection. If we are not aware of any issues in your area and the diagnostics and checks they run do not resolve the issue, they will be able to escalate it for you to the right team to help get it resolved.

Alex

View solution in original post

Alex_H · ‎22-01-2025

Hello @delloy,

Thanks for visiting the EE Community.

I am sorry to hear of the connection issues you have been having this past month, I appreciate that is frustrating to deal with. It is unlikely to be caused by 3G being switched off. If you received a text about some settings being updated and to restart the phone, that is just an update for your SIM and should not cause any issues, if it was just a notification on the phone itself it sounds like a carrier settings update which again is normal.

You may have done already with you mentioning trying a lot of different things but just to check as part of your diagnostics have you manually logged off the EE network to another for a few minutes, before logging back to EE?

If the issue is happening the same across both devices that would suggest its not a device issue, which would leave either an issue in the area or something SIM related as the most likely causes. But it would require more information/tests to help determine which.

The best thing to do in either case would be to contact our technical team on 150 from an EE SIM or 07953 966 150 from any other phone. Our technical team will be able to access your account to run some further checks on your connection. If we are not aware of any issues in your area and the diagnostics and checks they run do not resolve the issue, they will be able to escalate it for you to the right team to help get it resolved.

Alex

bristolian · ‎22-01-2025

@delloy wrote:

Is this anything to do with the recent turning off of 3g signal?

EE's 3G RAN switch-off completed in Feb 2024.

I'm not familiar with your specific router, but does it have any diagnostic menus that show any or all of... eNB-ID (serving cell)? Band in use? EARFCN (carrier) in use?

Ideally a before/after comparison would help, but a basic check is at least a start.