Repeated packet loss, high latency, loss of Internet connectivity

[Uberseehandel]

I've has a fixed mobile broadband connection for a couple of years. It's performance gets worse over time.

page after page of crap like this -

Internet connection WAN1 (BT) on port 3 is restored.  Today at 10:05

Internet connection WAN1 (BT) on port 3 is experiencing packet loss.  Today at 10:04

Internet connection WAN1 (BT) on port 3 is experiencing high latency.  Today at 06:24

Internet connection WAN1 (BT) on port 3 is experiencing high latency.  May 28, 2025, 05:20

Internet connection WAN1 (BT) on port 3 is restored after a temporary disconnection.  May 27, 2025, 05:15

Internet connection WAN1 (BT) on port 3 went down multiple times in the last 24 hours.  May 26, 2025, 14:17

Internet connection WAN1 (BT) on port 3 is experiencing packet loss.  May 26, 2025, 09:09

Internet connection WAN1 (BT) on port 3 is experiencing high latency.  May 26, 2025, 06:51

At the best of times, latency remains high and Internet speedtests show an alarming decline in both upload and download speeds.
Finally CGNAT (Carrier Grade NAT) is an appalling concept that should never have been adopted by a carrier that values its reputation.
I have direct line of site to the 5G cell 110 metres away.

What are my alternatives?

[Michael_D]

I'm sure they'll be able to help @Uberseehandel, but please keep us posted with how you get on with them.

Michael

[Uberseehandel]

@Rach_H 

Hi

Is there an email address for "fixed mobile 5G broadband" tech support? Sorting this out over the phone is going to be difficult.

Robin

[Uberseehandel]

Dealing with real technical issues over the phone is not productive.

I need to contact an engineer with experience of  5G LTE "fixed mobile broadband". I have an EE supplied router that does not permit useful configuration adjustments. I need to sort this issue with somebody who understands the issues involved which include high latency, dropped packets and disconnection.

[JimM11]

@Uberseehandel Then you need to call, nothing else will work!

[Uberseehandel]

@JimM11 JimM11

Thank you.

So it is just misplaced bureaucracy that EE is relying on. If I go to the EE Business web page, it offers contact via WhatsApp. An unconventional choice but preferable to hanging on the phone interminably.

[JimM11 · Accepted solution]

@Uberseehandel If you are needing a 5G router that you can control and change then any ISP one is NOT the way to go.

[Uberseehandel]

@JimM11

Sadly you are correct. If I have to go down that path, I doubt I'll stay with EE. 

Robin

[Uberseehandel]

@JimM11 

I have installed a second 5G router from another ISP with more spectrum. Initial tests are favourable. I'll see how it goes for a couple of days and then decide on the next step. Currently the gateway is running in failover mode, which was a pleasant surprise