Edinburgh Mobile Data Problem

[Nickyboy21]

Hi ever since mid December my mobile data has been terrible.  Where the 5g shows it was changing to E quite a lot. I have a Galaxy A54 .  I done all usual stuff like reboot, airplane mode , update software.  I also got a new physical sim which also hasn't helped.

 Yesterday I got an Esim and guess what it still isn't working. Can anyone shed any light or is my mobile doomed. I still have 6 months to go on contract.

[bristolian]

It would be rather unusual for an eSIM/pSIM to make any difference. If anything, a pSIM helps because it allows you to perform a 2way SIM-swap by means of diagnosis.

Your description of your phone dropping to 2G frequently is likely the root cause, but there's a few variables to eliminate.

Does this happen whilst static, or travelling? Is it in one specific area, or more generalised? Do you know any other EE users experiencing similar problems?

[Nickyboy21]

Hi Thanks for reply.

I travel all over Edinburgh for work and use buses and  it can drop anywhere in Edinburgh. If it's on e then it never works . If it's on 4g or 5g then I would say it works 30% of the time.   And it happens both when static or travelling and it's not one particular area.

Hope you can advise further.  I hope my mobile isn't doomed.

[Leanne_T]

Hi @Nickyboy21 

Thanks for coming to the community. 

To get the mobile data issues looked into, please call us on 150 and the team will run some troubleshooting to see what could be causing this for you and what is needed to get this sorted.

Please let me know how you get on 🙂

Leanne.

[Nickyboy21]

Hi Many thanks for your message. 

I will contact 150 again but it's a hit or a miss who picks up the phone there.  Once a guy yawned loudly down the phone from customer service to which I hung up.  Anyway,  a lot of the time I work off wi fi which works absolutely perfectly so I would assume it's not the handset.   But mobile data is getting me rather stressed. I appreciate it's a first world problem but I pay for a service and it's not up to scratch.

I can understand it not working when the e is showing but for apps to circulate when it's 4g or 5g showing is beyond me.

Hopefully I can get it sorted this week.

[Leanne_T]

I am sorry you have had this experience when calling @Nickyboy21 

If you could try us again when you get the chance and select technical support, the guide will get the data investigated for you. 

Please keep me updated 🙂

Leanne.

[bristolian]

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@Nickyboy21 wrote:

I can understand it not working when the e is showing but for apps to circulate when it's 4g or 5g showing is beyond me.

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I suspect a reselection issue, but narrowing it down could be tricky without eliminating a few variables first. If particular transport routes and/or locations can be picked out, then the config on specific serving sites can potentially be checked.

If there were a wide area issue, it should reasonably follow that more users would be affected. Your tale of CS yawning is a poor show, but sadly not a surprise. Before you contact CS again, try to have some examples of when your phone has dropped to 2G and thus data fails - collate perhaps 4-5  examples over the 2-3 days prior to calling.

[Nickyboy21]

Hi thanks for your reply.

I will contact Customer Services and will hopefully be closer to a resolution and hopefully no yawning. 

Thanks for taking time out to reply to my query.

[Nickyboy21]

Hi

Thanks for your message.  I will contact them tomorrow and hopefully be guided in the right direction. 

Will keep you posted and thanks again