Little to no 5g and poor speed despite being in an "excellent" are

[HarleyBlue]

I have the same issue and have for a year, they told me I've had my speeds capped because my download was over the data limit which in my last session the lady on the phone knew that's impossible as I called a few days after my data reset with these issues. It's EE selling misinformation to gain customers as they will cap you either way. I use my sim in a hub as I was sold a portable hub contract with an unlimited data sim then upgraded to max speeds with unlimited and my speeds were 130mbps and now in kbps. They refuse to believe me and while in these issues I have to attempt to load a page multiple times or download a game 8 or 9 times at it resets from taking all day I'm wasting data on the same thing. Best thing you can do is contact ofcom as they are the ones that will take the action if enough complaints are pushed forward... its what happened to three for doing the same thing years ago. 

[bristolian]

Ofcom are unlikely to be able to resolve individual coverage complaints except for statistical purposes, those are best directed at CS or you can seek some advice on these fora.

What are the specific issues you're having?

[HarleyBlue]

Ofcom are already investigating this issue, they have previously had this problem in the past with EE and fined them 1 million if I remeber the amount correctly. They have been investigating this from the start of the year too. I have been in contact with CS more times than needed so I ended up going to ofcom with all the details with speeds, dates and times to back up my claim. Its just a shame EE push "max speeds" and then cap you after 1 month of your contract. 

[EssexBoyEE]

On 4/5G Unlimited Data on Mobile or Data Plans EE have a now strict 600gb per Month FUP, on a 5G Connection you will be disconnected from accessing any 5G Connection(s) and also then be speed capped to a slower 4G Connection until your next Monthly Refresh Data.

If you repeatably continue to exceed the FUP on a regular basis then EE may impose further Speed Restrictions on you.

Whilst I personally sympathize with this whole "600gb is not true Unlimited Data scenario(s)" which pop up from time to time on here, my belief is that you would need to try a and make the limited FUP Data Usage and Speed Capping work for you somehow, or alternatively, if you require a higher Data Usage then switch to another Mobile Network which has a higher and less restrictive Data FUPs.

[HarleyBlue]

Yeah but claiming I've had over 1TB in less than a week is a joke when I'm mainly gaming, I was also hitting high numbers while I was in hospital for over a month without my internet even on so it doesn't make sense. The last time I spoke to CS she was well aware there is an issue and she mentioned it should have been taken to level 2 so that is what her plan was. All the issues with this and the masts being worked on constantly in my area it makes me wonder if they even know what they are selling. 

[Leanne_T]

Hi @HarleyBlue 

Thanks for coming to the community. 

When was the last time you spoke to our customer care team and this was sent to the level 2 team to be investigated? 

Thanks. 

Leanne. 

[HarleyBlue]

The last time I spoke over the phone to you guys was a few days ago. I ran speed tests and had to screen shot them for emailing the person with the less than 2mbps speeds while on the phone they was telling me it registered as over 200mbps so clearly something up.

[HarleyBlue]

The last time I spoke over the phone to you guys was a few days ago. I ran speed tests and had to screen shot them for emailing the person with the less than 2 mega bits or bytes   speeds while on the phone they was telling me it registered as over 200 mega bits or bytes per second so clearly something up. 

[Leanne_T]

Hi @HarleyBlue 

Thanks for coming back to us. 

I would suggest getting back in touch with our tech gurus to get this looked into in more detail. 

Thanks 🙂

Leanne.