Can't connect to 4G mast

[boblehner]

We have a 4G Home Router 2 in the house for mobile broadband. Nearest 4G mast is 200m away and in direct line of site of the router. Was all working fine, but we are now picking up 3G from a more distant mast - 3G  blue light showing on the router and speed dropped from c. 70-90 mbs to 6 mbs.  Have tried all the usual - switch off/ re-set router. Have reported to EE tech and had long discussions - tried a new SIM. They say no fault detected with our nearby mast.   Any ideas?

[Christopher_G]

Hi @boblehner

How long did it work OK for and how long have you had the problem for? Did you report a problem on the network status checker too?

Chris

[bristolian]

When you say you're connecting to a more distant site, what's your basis for this? Is it just the slower speeds?

Do you have an EE mobile, and is that connecting to the 4G network?

[boblehner]

Thanks for your reply - EE have told us that we are connecting to a more distant mast.  We don't have a EE mobile phone.

[boblehner]

We joined EE in Nov 21 - had a lot of trouble getting a 4G connection to our nearby mast - but eventually did get connected. It's been fine for 7 months until a couple of weeks ago when we lost 4G and were getting 3G, at a much lower speed.

[Leanne_T]

Hi @boblehner 

Have you reported this issue on the status checker? 

If this is reported, our network team can get this investigated and keep you updated. 

Leanne.

[boblehner]

i have reported it by telephone and had several conversations with different people...

[Leanne_T]

Hi @boblehner

I would suggest getting back in touch with our tech gurus, they will run through some further troubleshooting with you. 

Thanks. 

Leanne.

[boblehner]

Thank you - we had a long discussion with your people yesterday -they promised a call back today after they had done some investigations- but haven't heard from them yet...

[Leanne_T]

Thanks @boblehner

Let me know how you get on, once they get back to you 🙂

Leanne.