Cell on tower not working. Can EE check it please?

[Drpau]

Is it possible for someone from EE on here to check a mast is functioning properly? I put a status check in for PR3 2YB  (not my postcode but right next to the mast) because I know one of the cells on a tower isn't working but the check has just come back saying there no problem with the mast in that area. I know it's not working as I can't connect on the 2100mhz on that tower and that's the fastest one for me and gives me max signal. It's cell I'd 4514835 it's 2100mhz band 1 and tower I d. 17636. The others on 1800, 800 and 2600 on the same tower are working but don't give as fast an aggregated speed.  Cheers. Paul

[bristolian]

I would recommend using the status check but mentioning specifically that you feel there's an issue with the B1 L2100 service on that cell, and explaining why - it's not something can be checked from here.

Having said that, I'm unsure why L2100 should be the quickest carrier - there's a combined total of 65Mhz of bandwidth available across B3 & B7, only 15Mhz on B1. Are you able to identify your primary & secondary carriers under CA?

I would expect the strongest service to be on B20, but that will only be a secondary carrier out of choice due to the limited bandwidth.

[Drpau]

Hi Bristolian, thanks for your reply. Yes I did give those specifics on the status checker. If I unselect all other bands and just have 2100mhz selected it now connects to another mast which is really weak. Which is how I've determined this one is offline. You seem more knowledgeable on this than I for sure but Re why 2100mhz as the primary with others aggregated is the fastest from this mast I can only assume its because of the direction it's facing and the signal strength from it (it's much stronger than the 2600mhz for example).  I cant get a breakdown of the other aggregated ones. Usually with 2100mhz as primary I get 60 -100mb. Currently getting 30 to 40mb and upload has dropped also.

[James_B]

Hi @Drpau,

Our Technical Support Team will be happy to take a look at this if you get in touch.

Thanks

James

[Drpau]

Hi James, can you not just direct them to this post? I tried that link and there is no messaging service currently working, phone call only and I can't be doing with spending 30 mins in a queue to try and explain what is above . Thanks.

[bristolian]

You could try using webchat, I've done similar recently.

[Drpau]

Thanks. I will try and have a look for the webchat. Had zero joy from adding it as anothrr status check on the mast and just get the default answer that there is no issue when there clearly is.

[Drpau]

Wow. Just done the webchat. That was over an hour of my life I will never get back. "It's not a known problem". Ok so I'm telling you about it now, we both know about it,..can it now be a known problem so someone checks the mast...? Gave lots of information  on mast, cell i.d. but was told we need to follow the "designated path". Very much a "computer says no" scenario.  I said a few choice words  in my head when he typed "move closer to the router, move obstacles in the way, problem resolved" and now it seems like he's just copy and pasting random stuff about resetting my router to get rid of me.  

[Drpau]

Following on from this and my second webchat I've done some reading. The lady on the 2nd webchat (level 2?) had said we can still see traffic on 2100mhz and mentioned 5g.  I now know from doing some reading that EE are changing some 2100mhz bands from 4g to 5g. Is there anyway of telling if this is what has happened with this mast?  

[bristolian]

EE used to have 40Mhz of bandwidth at 2100Mhz entirely for 3G. That has now been reduced to 5Mhz in most (if not all) areas in preparation for 3G switchoff, and the remaining 35Mhz is used for both 4G & 5G services, depending on individual site configs.