Router stuck on 4G, phone too!

[Artisam]

Hi there!

As of yesterday my router and phone haven't been able to connect to 5G. I did a Network Status Check yesterday and it said there was an issue with the mast. But today the connection is the same and the Network Status says there aren't any issues. I've contacted tech support and was fobbed off with "High activity" but it's been constant for around 30 hours now.

There's a blue light on the router confirming a 4G connection. but 5mb/s is literally useless. Was getting 350mb/s last week. Hoping it isn't a faulty router.

Any suggestions would be greatly appreciated!

[PeteG]

Hello. 

That's not so good. It doesn't sound like a router issue since the phone is also struggling to get 5G You can check the area for issues using the Service Checker. Just choose the network status option and enter the details. It should be able to advise if there's an issue. 

If you need further support with it, the Support Team should be able to look into it in more depth. 

Pete.

[Artisam]

It turns out the local 5G mast was taken away last week (hopefully for repairs)

The local Facebook page has complaints from 02 customers and 3 customers alike. Hopefully it's back up and running soon, this has been painful!

[JonathanB]

Hi @Artisam,

Thanks for updating us on your experience. I'm sorry to hear that the mast is out of commission, but at least there's an explanation. Does the Network Status Checker that @PeteG linked show we're aware of and working on an issue in your area? Did you get in touch with customer services in the end? If so what did they advise?

Thanks,
Jonathan