5G coverage but only 4G connection

[Weatherman478]

I am hoping one of you wise people can find a solution which has beaten the whole of EEs tech support. I have a S22 Ultra on EE. I live in a 5G area but my phone only ever shows the white 5G symbol  ( there is no 5G data)but it only connects to LTE. I have looked at Net Monster which tells me that I am in a 5G area but it is disconnected.
However if I moved in another part of town I pick up 5G. To further complicate matters I have tried a couple of friends phones (IPhone 13 and Fold 3) in my house and they pick up 5G and have speeds to confirm that. MY S22 gets,around 70 Meg on 4G but both of my friends phones get over 200 meg. We have tried swapping sims and phones and the results are the same.EE tech support have checked and can see Iam only connecting to LTE in my house and when they checked my friends numbers they were connected to 5G. So the problem with my phone seems to be in my post code area only but it affects just my phone.

Can anyone think of anything else to do before I throw the phone out of the window. 

[Weatherman478]

Hi, There doesn't seem to be any maintenance work going on in my area. There has been work done but uts now completed. 

It's not a phone fault as I pickup 5G elsewhere and my last phone a S21 had the same problem.  I was told it was not compatible with the signal which is why I upgraded to the S22. 

Sadly its like hitting a brick wall with EE getting them to check the ENDC. We just go round in circles. My signal strength at the moment is -97dbm. 

Phones used 

EE supplied S22 Ultra. (Problem phone)

Unlocked IPhone 13 Pro Max

Unlocked Galaxy Fold 3.

[EssexBoyEE]

Yea, I did mention before that the ENDC info from EE Tech is going to be challenging.

Your Signal Strength of -97dbm is your 4G Signal.

The iPhone, dont play with them, is there any good Signal Apps on the Store that give you Signal, Mast (Cell or enBID), 4G and 5G Signal Layer info's.

Sorry, just to confirm your Sammy Fold, works and does what its say on the tin in terms with 5G and 5G Speeds etc.?

[Weatherman478]

As you can see from this shot of the Fold 3.It clearly shows 5G NSA and the 5G symbol at the top of the screen has changed colour.  Will drop a more in depth shot later.  

[EssexBoyEE]

Yes, but as said before a 5G Signal indicator just means it's detecting a 5G Signal in the air (which you know exists), its all about the 5G Connection state. Having said that it does look encouraging as the Screenshot is showing 5G RSRP signal strength in addition to 4G.

If you want, I can spend some time tomorrow looking at your Home area, and if your up for some more testing, I could come up with testing ideas that may (or not) help with your ENDC 5G connection state on your S22. 

[Weatherman478]

Hi, thar would be great.  Do you want me to put my  post code on here or is there a way of sending PMs ?

[Weatherman478]

Well very sadly after no help at all from the executive office (in fact dreadful customer service from them). I have no option but to take EE to the ombudsman.  I was hoping this could have been sorted out quite quickly. But it looks like EE aren't bothered about their customers.🤬

[Christopher_G]

Hi @Weatherman478.

I'm sorry to hear that you weren't able to find a resolution with our Executive Office. What did they say was causing the problem?

Chris

[Weatherman478]

Sadly they were really unhelpful. They just said that's how y

rhe phone connects to the mast and that was it. No other options or suggestions.  If you don't like it take it further.  So in the process of waiting for the letter of deadlock . Have cancelled 2 contracts now. And depending on the Ombudsman results I might cancel the whole account.  Dealing with EE has left a very bitter taste in my mouth .

[bristolian]

it's entirely possible there are some temporary issues at the moment, that I wouldn't expect the Exec Office to be wholly familiar with but would explain some of the symptoms you're seeing.

The staff in Exec are not necessarily experts in network tech to the degree that others are.

[EssexBoyEE]

Hi @Weatherman478 sorry I said I would post up some more Tests for you, I didn't forget but I did if that makes sense, are you still up for some final testing? or have you given up on the whole thing now.

It will involve a Drive around with a least a couple of your Phones.