Very poor 4G signal

[dmb20001]

What has happened to EE in West Cornwall?! Up until a few weeks ago I could generally use my 4GEE router and/or my mobile phone data to do whatever I needed. I have not had a tv aerial or satellite for watching tv but always used the router with no consistent problems. Over the last few weeks though I cannot watch tv without it buffering, the internet works very slowly on my phone - almost pre-broadband loading speed and trying to upload work related stuff on my work laptop is often painful. Hilariously alongside this my 200gb data on the 4GEE router gets used up earlier and earlier each month… I contacted EE online on Thursday and spent over an hour online with them only for the internet to disconnect (again) and even though the online support had my phone number they did not call back. We give over £80 a month for our two phones and router… utter rubbish. Someone please help…

[Leanne_T]

Hi there @dmb20001

Thanks for coming to the community. 

If you use our EE Coverage & Network Status Checker, and select 'Check Status' this will show any known problems, for the area.

If none are currently showing if you select 'Report a problem', this will be sent to our network team who will get this looked into and keep you updated. 

Thanks. 

Leanne. 

[dmb20001]

Hello Leanne, thanks for your reply. All been done. I’ve just received a text message from the EE network team to say there’s no issues with the service and there’s no problem

I’ve updated my Roku stick, Firestick and my iPhone to 15.6

I’ve also made sure my 4GEE router is up to date (version 24)

There is a problem despite what the network team say - it seems throttled at the very least here near Lands End

very strange…

[EssexBoyEE]

What Plan are you on, I'm thinking out loud now, are you on a Stay Connected Plan where your Data Speeds drop to 2mbs after you've used up all your monthly data allowance?

You can check your data allowance using any device connected to your 4G Router by going to this link -

add-on.ee.co.uk/status

Also your Router will probably provide 4G Signal Details within its Admin Login Page, post up what they are, ideally the RSRP and SNIR and if Possible Cell ID.

[dmb20001]

Thanks for your response although I don’t understand what information you are requesting from me.

The router is currently down as we’ve  used up the 200gb monthly usage. As previously stated this seems to have been used up very quickly - in one two hour sitting the last 4.4gb was used up. Bear in mind too that I am getting regular buffering so the quality is extremely poor.

I’m currently using my phone and again the quality is very poor with regular buffering and breaks in connection (hence my contact with EE technical support ending - they didn’t call back or attempt to reconnect).

I suspect the recent weather is to blame. Strangely things became less stable around the time of the G7 summit and haven’t settled since

[Leanne_T]

Hi @dmb20001 

Thanks for coming back to us. 

I would suggest getting back in touch with our tech gurus on 0800 079 8586 or 150 from an EE phone, and they can get this looked into further for you. 

Thanks. 

Leanne.

[dmb20001]

Hello Leanne_T 

I’ve completed two complaints. One through the IT/internet team which was supposedly put in and then connection was lost. The second I put in on Monday night but I have not received any contact - by email, telephone, text which is very strange.

something very strange has happened with EE - not only is the quality of 4G really poor the customer care seems to have gone off grid too…

[Jon_K]

I'm sorry to hear this, @dmb20001.

How did you make your complaint?

Were our Tech Gurus able to help you?

Jon

[dmb20001]

Hello Jon_K,

I made the initial complaint online via one of the tech support guys - which broke off when my EE connection failed. The tech guy did not attempt to reconnect.

the second one was via email and I’ve received a response saying they won’t speak/write to me as I’m not the bill payer.

the problems persist and we cannot stream anything without buffering and pixelated images. Truly awful and there has to be something that has made this happen but there are barriers being placed in front of me when I’m trying to fix it for me and my partner - she’s not always available to speak to the tech guys and admits she’s not tech minded enough to know what they are on about, hence why she has left it with me.

we have at least made a decision - we will be cancelling the 4G EE router - £42 per month for something that doesn’t work…and uses up the 200gb data extremely quickly!

we’re hoping our EE SIMs on our phones work better soon because they aren’t working very well either at the moment!