No 5G in area - reported twice, no joy.

[glenjarnold]

I’ve been receiving no 5G service in the WS15 2JL area, only 4G. This problem has only come to light over the last few days. I’ve checked the coverage online tool twice, and reported the issue twice, only to be told there is no problem in my immediate area.  I switched my devices off and back on and reset network settings, to no avail. This morning I went somewhere else out of town, only to find that 5G is working fine - it seems that there must be an issue in my immediate area that EE clearly don’t know about.

[glenjarnold]

Yes! I’d seen similar with someone else on the forum when I was digging around for answers. By all accounts EE didn’t seem to know anything about it until they physically sent someone out to investigate it.

[bristolian]

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@Veander wrote:

I've been getting 5g all these years at this address suddenly noticed its now showing 4g. I rely on 5g

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Out of interest, what is it about 5G specifically that you use your phone for, that 4G is insufficient?

[Veander]

@bristolian I use it as a hotspot to connect my TV (stream Netflix, prime etc), me and my wife work from home so we need fast and stable internet connection. I do play & stream games online and most of them are ping sensitive. 

With 5g I would get a stable speed of upwards 100/200mbs and upload of 20/30 also I was happy with the ping for gaming as this is best I could get. 4g gives me around 20/30mbs speed and upload of 10 at max which most of the time isn't stable. I've tried other ISPs but EE was the only one I was satisfied with. 

Hope this gets fixed as it's frustrating when the connection is so weak and you have no other options.

[Veander]

Agreed! I went in the store earlier and spoke to them about this and they said there aren't any know issues as of now. All they need to do is send someone to look in this and get it fixed. 

[Ali_A]

@glenjarnold 
Please give Customer Service a call where a guide in the Technical Team can escalate the sudden loss of 5G to our network teams to investigate further. 


@Veander
Looking at our Coverage Checker it looks like you're on the fringes of "Outdoors only" area, so the coverage could be variable. 

Have you noticed anything change outdoors recently that may now be blocking the edge signal you were receiving, such as a new building or trees growing in the area? 

It may be worth trying to relocate the position of your router hub to another side  of your premises, in case you can pick up a better 5G signal. 

Which 5G hub do you currently have? 

Ali

[Veander]

@Ali_A I've bought the new 5g broadband hub with UL sim. I've tried relocating the hub everywhere in the flat but it only gives me 4g signal with very poor Internet speed. 

This has been such a frustrating week trying to sort this out. Unfortunately I will have to return the hub back as it won't do what it's suppose to do. 

Thanks for all the help.

[Ali_A]

@Veander 

 I'm sorry to hear you're not picking up the 5G signal you were hoping to. 

Does the router have ports for external antenna? It may be worth trying that as it can often significantly boost signal and performance in fringe areas. 

Ali 

[a5nuttey]

Hi Leanne i am in same area and there is no 5g service tried on 3 phones all same problem only sshowing 4g

[a5nuttey]

Hi  glenjarnold i am in same area and there is no 5g service tried on 3 phones all same problem only showing 4g no 5g masts on opensignal app

[glenjarnold]

Hi there. Yeah, I was in the area of the town centre earlier today and was still only receiving 4G, yet when I've been to Burton-on-Trent and Penkridge this week I've received 5G fine. Apparently the mast for the area is on the police station if the coverage maps are correct. Maybe they should start looking there!