In early 2023, I had a Mikrotik External 4G LTE dish installed as part of the Scottish Broadband Voucher Scheme (ie Government money) as wired internet was rubbish at my rural location. It has been great for the last 15 months or so with me regularly being able to get 80-90 Mbps down and 30-40 up. See below:
However in the last week, following some updates on the Tower apparently, my speed has dropped off significantly:
I have rebooted by router multiple times to absolutely no effect.
It is compounded by the fact that we actually have two routers in the house - the other being a TP-link with it's own SIM card, and it is suffering just as badly, so we know it's a problem with EE. (we were so pleased with the original Mikrotik, we bought a second router specifically for my son to game on).
I have checked the detailed stats on my router and they clearly show that there is no issue with the connection:
The dish appears to be connecting well to the tower and with a high quality signal, but yet the latency we are experiencing is still present.
What is particularly galling is that EE customer support has been poor. Despite talking to them absolutely nothing has been done to resolve the issue - I have spoken to the team on 150 and via twitter (oops X), and I am still in the same situation, they seem extremely reluctant to take any action and appear to be keener to lose me as a customer than actually do something to resolve the issue.
On reading around the community, this sort of thing appears to be a very common problem and in all the threads I have read, I have yet to see anyone having their issue actually resolved. It would appear that anything that falls into the difficult box gets tagged as "lose the customer, because it's going to cost too much to fix". If that is indeed the case then it is a shocking state of affairs given that my installation was paid for with government money.
I would change to another service provider if I could, but NONE of the other providers offer anything near what I was getting with EE before they screwed up the tower. It would appear that my only remaining option is to go to Starlink, which I really don't want to do, as I don't want to be putting money into an Elon Musk company. What I really want is for EE to restore the service that I had been extremely happy with for the last year.
I have another discussion with EE tomorrow, but I suspect it will be a deadlock letter and time to connect with OFCOM, but I'm starting to lose the will here.
