Why can I no longer get a 5G signal in part of my house where the Smart Hub is?

[Lapwing1]

This morning our (previously strong, 400/80Mbps) 5G signal more or less vanished - nothing on the 5G Smart Hub and two  iPhones (2023 & 2024 models) could not connect. EE insist all masts working okay. 
Ping tests = no service, 98% packet loss (every 10th ping there was a momentary connection).  

To cut a long story short (is there ever a short EE story?) we have a new 5G Smart Hub, latest model, and have put it in another part of the house where the signal was previously weaker - and we now have connectivity. But something on the EE side has obviously changed, as up until 8am this morning our 5G setup was working perfectly okay and then it wasn't - on both the 5G Hub and our iPhones. 

Question is, will the issue (which EE says doesn't exist) resolve itself so I can return the Hub to its usual location as the wifi extenders and ethernet switch are all geared towards that setup and it's a lot of work to move everything if it will be temporary. 
I should add we have lost quite a lot of speed (now <250/40Mbps) by relocating the Hub and if 'normal service' is to resume (could it be weather-related?) sometime in the next few days it would save a lot of effort.

[Lapwing1]

I should add, the 5G Smart Hub is flashing aqua, despite a connection of >200Mbps etc. Its predecessor Hub did the same - until the light eventually conked out. For the past few months there has been no lights on the Hub. Which hasn't mattered much because a constant flashing aqua light was never much help... 

[bristolian]

FYI you have a short time after posting to edit, negating the need for multiple short replies or corrections.

Check for and report network outages using the "check status" option on https://ee.co.uk/help/mobile-coverage-checker 

Otherwise, you'd need to have prior knowledge of the radio setup in your area, to compare with what you have now....

[Lapwing1]

Thanks re edit tip.

I checked status, as did EE customer service, and am told all is well, despite the reality that it isn't. Something has changed. I can no longer get 5G sat here at my desk -  but I could 12 hours ago and for the past 18+ months, which was why the 5G Smart Hub used to sit here on my windowsill.  

I suspect EE has been fiddling with radio frequencies, they seem to be doing a bit of tinkering in the Bath area judging by an IPv6 issue we suddenly had a few weeks ago. At the same time a friend a mile down the road lost their (landline) EE broadband for no apparent reason and now have a slower service after the engineer reconnected them. 

The system log on the Smart Hub is pointless: 'someone logged in to the Hub... someone logged out of the Hub...'.  A  Fritz!box  log gives useful information about your connection so you can see when it has dropped. Or when the router was updated etc. 

[bristolian]

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@Lapwing1 wrote:

I suspect EE has been fiddling with radio frequencies, they seem to be doing a bit of tinkering in the Bath area judging by an IPv6 issue we suddenly had a few weeks ago. At the same time a friend a mile down the road lost their (landline) EE broadband for no apparent reason and now have a slower service after the engineer reconnected them. 

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The radio access network uses different infrastructure & technology than physical landlines, so the two will not be linked.

Config changes to the radio layers would often create the symptoms you have described. As mentioned, you'd need a pre & post comparison to go any further.

[Lapwing1]

Any assistance on how to obtain the ‘after’ radio layer information would be appreciated so that I have a comparison for the next time this happens.  Thanks.  

[Rach_H]

Hi @Lapwing1,

Welcome to the Community!

I'm sorry to hear you're having trouble with your service, as this isn't what we'd expect to hear. Were the team able to review your connection over the past few weeks when you reached out, as they should be able to identify any drops you've had.

Rach