No 5g signal

[Gmobile_]

Hi EE, 

I have been a customer of EE for many years and signed upto the EE 5g service since it's launch. Throughout the years I have been very happy with the speed of the 5g connection and felt superior over others with how fast web pages/music/videos would either download or stream. However, over the last say month i am not connecting to 5g in many areas throughout London and particularly at my home in North London. This is regardless whether I am in or outdoors. I have followed all procedures recommended on the EE site and have a albeit modern handset (S23 ultra). What i find most frustrating is that i have reported this issue on the EE 'report an issue' page many times recently but Not Once have I had any reply or recognition from EE regarding this. I pay a premium monthly subscription for a very substandard service. I have been a loyal customer for many years and am now contemplating changing to a new provider thanks to the poor/nil customer service provided. 

[Chris_B]

@Gmobile_   Not sure what the amount you pay actually means.  You pay for service and that amount you pay doesn’t get you favourably treatment because you might pay more than someone else.   

 Have you stood next to someone else on EE in the same location and do they have the same issues? 

[bristolian]

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@Gmobile_ wrote:

..and felt superior over others with how fast web pages/music/videos would either download or stream.

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This is a curious statement! This should be as true of 4G connections as they are 5G - the 2 technologies operate in tandem to a significant degree.

Out of curiosity, what are the "all procedures" that you've followed? Is your phone connecting to 4G as it should? Or are you dropping to no coverage?

Part of a contemplation of any new network should be trying out alternative operators using PAYG SIM.

[Northerner]

Hi @Gmobile_ 

What does it say on the network status checker: https://ee.co.uk/help/service-status

I live north west London and the 5G is available probably 75% of the time indoors and out. Try restarting your device and then can you post the speed check for indoor and outdoor service. 

There is no transparency from any carrier when they are upgrading or making changes to their network and while I have always said the service in London City is poor it has improved considerably over the last 12 months which indicates EE are doing something especially at low/ground levels which is the main issue. 

Sadly there is no guarantee you or any customer will consistently have a 5G signal regardless of how much you pay. 

Thanks 

[Gmobile_]

Don't worry guys, fixed it.

[bristolian]

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@Gmobile_ wrote:

Don't worry guys, fixed it.

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Other users may come on this forum wanting help with a similar problem. To help them, what was the resolution? (And I'm curious)