If I am not getting 5G speeds and I am paying for 5G, can I cancel my contract?

[EvilDreams]

I am paying for 5G home broadband and it seems that my local mast does not have the backhaul to even give me decent 4G speeds throughout a great deal of the day. After about 1600 I can be looking at 10mbps. I am also only getting band n28 5G, and getting "5G" speeds of sub 25mbps despite having a Poynting directional 5G antenna pointed directly at the mast which is 733 metres away and getting RSRP-NSA -85 and SINR-NSA 26. With these stats I should be getting several hundred megabit.

If I am lucky at 4am I can get 100mbps but this clearly shows that EE's infrastructure in my area is not good enough to provide the service I am paying for, and cannot deal with the contention of its own users, and I am not getting up at 4 in the morning to actually have a hope of getting the speeds I am paying for.

Since I am paying for 5G and getting poor speeds, can I get out of my contract without paying fees for still being in my minimum term?

[Leanne_T]

Morning @EvilDreams 

Thanks for coming to the community. 

Have you reported this to our tech gurus to get the speeds looked into and discuss your options? 

Thanks. 

Leanne. 

[EvilDreams]

Hi,

I have spent more than 2 months testing, upgrading my equipment, and benchmarking. Please look at the signal stats I posted and tell me that I should be getting the speeds that I just reported. I cannot see how this can be anything other than a backhaul contention issue when I am getting those signal stats from my router and it is connected by gigabit ethernet cable to my computer.

I am willing to take whatever steps are officially required, so please tell me what I have to do, officially, to tick all the boxes required.

[Leanne_T]

Hi @EvilDreams 

I would suggest getting back in touch with our tech gurus and they can get the stats and speeds looked into and see what options are available. 

Thanks. 

Leanne.

[EvilDreams]

OK, in that case, I will begin that process, but please could you answer the more concise standalone question:

If I am not getting 5G speeds and I am paying for 5G, can I cancel my contract [without fees]?

[Leanne_T]

Hi @EvilDreams 

Our tech gurus will be able to advise you of your options after completing troubleshooting and checking the account. Please get in touch to see what they can do to help you get this sorted. 

Thanks. 

Leanne.

[Chris_B]

@EvilDreams   What is a 5G speed ?    5G can provide speeds up to 1Gb/s  per second but that doesn’t mean you’ll get that speed as other factors will come in to play.    Distant from mast, number of uses connected to that mast, line of sight to that mast and yes the weather.     There is no such Im not getting 5G speed as there is no fixed minimum/maximum speed you should be receiving.    I can get a faster 4G speed that 5G at home does that mean my contract should be void.   ( I’ve got the speed tests to prove that ) 

[EvilDreams]

Hi,

I already mentioned the kind of signal I can get (right now, this exact minute RSRP -82 and 25 SINR), the distance from the mast (733m) and I already mentioned that contention and lack of available backhaul seems to be the major issue.

As for your question, 4G speeds shouldn't come with 5G prices.

[bristolian]

The measurements you've quoted, are of signal quality only.

The speeds you achieve are dictated largely by the carriers & spectrum deployed on that site, not bu signal quality. 4G & 5G carriers shouldn't be deployed without the backhand being in-place.

What's the ARFCN are you connected to? That is the better test.