Network problem, how to find out what's going on?

[Nate4456]

I have a cuddy p5 router with an external antenna for 5g broadband. Whilst I am on the edge of 5g coverage with the correct positioning of the antenna, I was getting 2 bars of 5g with speeds from 150mbps to 400mbps and a 30ms ping which was much a  significant upgrade on my previous copper line. 

In the last week, I am getting the same signal strength but it has dropped to 4g and is all but unusable. I have noticed that the coverage checker is stating that a problem is present in the area. 

After calling and going through the usual checks that I have already completed, I was told to call back in 7 days. 

Unfortunately, I do work from home and whilst my company has been understanding, I am being pressured to sort it out. It looks like I will need to take a SIM out with another provider. 

If the issue will be resolved soon, I will not have to do this. Would any of the 3 experts be able to actually give a meaningful update to the issues on my area and if they are related to the NSA 5G? 

I am on the edge of 5g so it is possible that it could be a problem on my end but it was stable for 6 months. 

Many thanks for your help.

[MichaelP]

Hello @Nate4456,

I appreciate that these Broadband issues are impacting your ability to work from home.

If you'd like to PM me with your full postcode, I'll complete some checks to see if any additional info is available on when things might improve.

A switch/cancellation could be considered if the problems are ongoing and there's no timeframe available.

Thanks,
Michael

[RJM]

I had a similar issue a month or so ago. Called and after ages on the chat got an answer of sorts and was promised to be advised of any updates. That update never came.

I would not be surprised that the agents are paid by how long they can keep the chat going and tell you nothing that addresses the problem that initiated the call/chat to the network team.

I have had to contact someone at the top end of the chain to get anywhere with a previous problem that took many months to sort out.

Just keep an eye on the network status page and hope for the best. Have a look at Scancom direct or via Amazon for data sims, some are long term but some are only for a month or two which would keep you connected.

Good luck!