ML11

Paul2226 · ‎07-03-2025

Is anyone else in the ML11 area having major issues with their 5g mobile router connection.

The last 3 days connection on the router and my iphone has been dipping down to unworkable levels, more so in the evening. EE fault finder did a few days ago say problem in the area, with a message the following morning saying resolved. We reset router and speeds returned up to close on 200mbps download and our usual 40+ upload.

Then the following evening down again to 4mbps down and 1 upload. EE site keeps stating now no issue.

This has been a pattern for months. I appreciate at busy times its dipping, but its dipping way to far for it to be acceptable, as its basically preventing us from streaming. 5g shouldn't be having these issues. I even purchased a new EE 5g mobile router encase my old one was the issue, but its not better. Its obvious its at EE end.

Ali_A · ‎07-03-2025

Hi @Paul2226

Welcome to the EE community.

It's great that you have used out Check Coverage and Signal in Your Area - EE page to check coverage and any issues in the area.

As you're still facing an issue after the status checker says it's all resolved, it's definitely worth heading over to our EE Coverage & Network Status Checker | Check your signal where you can report that you're having an ongoing issue, which the engineers will check and get back to you.

In the mean time, have you tried moving the router to a different side of the house to see if it picks up signal from an alternative mast?
If you call Customer Service, the technical team will be able to let you know which direction the different masts are for you.

Ali

bristolian · ‎07-03-2025

You needn't even worry about trying to connect to an alternative site, but also a different sector of the same site.

Macro-sites are built with multiple sectors covering a specific orientation.

Paul2226 · ‎09-03-2025

Hi,

Thanks for the input. We can only position the router in one direction, signal drops dramatically if we place it anywhere else.

EE have continually stated this week that there is no fault. Speeds have been horrendous each day on mobile 5g device and 5g on my phone.

Speeds at the moment down at 1mbps, but huge upload. And funnily enough today, EE says on coverage checker fault in our area they are looking into.

Seriously looking like we need to find another provider. EE has went from the best provider to being more problematic than our previous provider Vodafone.

Leanne_T · ‎10-03-2025

Hi @Paul2226

Thanks for coming back to us.

If you the status checker is showing a fault is being looked into, please register for updates and you will get a text or email once the fault has been investigated and if any work is needed to be completed on the mast.

Once the fault is fixed, if you continue to experience service issues in the area, please get in touch with our technical support guides will run further tests to see what could be causing this for you.

Leanne.

Paul2226 · ‎10-03-2025

So yesterdays fault evident on EE site, resolved. Got up this morning early on and speeds way over 100mpbs download, 50 upload.

Throughout today, speeds fine on all our phones 5G and mobile router 5g. Come 8pm tonight down at 1mpbs at the lowest, hovering around 7. Same on all phones, all devices. Something majorly wrong with EE in our area.

Can anyone recommend another mobile provider they have maybe moved to from EE, or would recommend to have a stable service.

bristolian · ‎10-03-2025

@Paul2226 wrote:

Can anyone recommend another mobile provider they have maybe moved to from EE, or would recommend to have a stable service.

EE's community forum probably isn't the best place to ask for this! For various reasons...

Nationally, EE's network service consistently performs extremely well and outperforms others. But that's no good if the locations you frequent have poor service that can't be mitigated by WiFi-calling. Website coverage maps can go so far but will never predict data service.

Hence the best test is a real-world one of using PAYG SIMs to test with, in the areas you use your phone. Having said all this.... your issue sounds like a network fault, so have you reported the recurrence? Every network has issues from time-to-time!

Paul2226 · ‎11-03-2025

Yes its been reported daily.

Morning and early afternoon the speeds are as they should be. Roll on into the evening and for example, tonight we are down between 1mpbs and 7mpbs download, uploads of over 20mbps.

This is the 8th day of this. I have reported daily to the online reporting facility. EE continues to return stating no fault, except on one occasion.

So effectively getting nowhere with EE. As soon as I can find out the regional directors email I will be escalating to them as I am getting no where with EE complaints department. Next move after this cancel phone and mobile broadband and move to another provider, I will accept defeat as its looking likely this will never improve as quite frankly EE aren't interested, as long as they are getting the monthly bill paid.

bristolian · ‎11-03-2025

What makes you say you're "getting nowhere" with EE's complaints? Presumably that the issue hasn't been rectified immediately.

You've tried using the self-service fault reporting, which - based on your comments - is not working. Your next step should be to contact EE-CS and follow their escalations procedure to ensure a fault reference is raised into networks, for further investigations.

Some of your description however, does bear similarity to varying traffic volumes, which may not be seen as a fault and could require some persistence with CS.

EE don't have regional directors in the way you allude, let alone customer-facing ones. Just make sure you test your alternative network first - decisions made in haste are rarely good ones long-term.

Paul2226 · ‎11-03-2025

Hi,

This sadly is nothing new to be fair, its been going on for months. I have been in discussions with customer complaints for many months regarding exceptionally slow speeds on all devices. The last week has been exceptionally bad, hence my annoyance. The service over the past several months has been exceptionally poor, but full monies are being paid for a substandard service, so yes I am a bit annoyed, I have a right to be as a paying customer. EE get a lot of money from my household for something they have been made aware of but have failed to act upon at any point or even investigate fully, despite lengthy emails and conversations. I even went as far to purchasing my own brand new EE 5g hub to rule out the hub we had. EE also aware of this. I can't do anymore sadly other than report this as faults as from where I am sitting this is what it is, a fault. If it wasn't it wouldn't be dropping from 200mbps download in the morning to 3mbps in the evening. Even allowing for traffic. To me, it seems like the system cannot cope at peak times and throws a wobbily.

If it is traffic volumes that's EEs problem that they need to resolve and should be well aware of, and if they aren't then they don't really have their finger on the pulse. They have been made aware long enough now about these issues.