No 5G - just really slow 4G connection.

[Daya359]

Hi. I've recently (over the past few days) noticed my 5G data connection has disappeared when I'm at home (broadband down so I'm relying on data for my phone). I've checked the website to check if there are any issues in my area. Yesterday It stated there was an issue in my area, but then this changed to 'There is no 5G coverage in my area' which is strange since I've had 5G coverage for years here. 

The 4G signal is apparently 'excellent' but it's actually very bad. 

Chatting to customer services hasn't been very useful in that one advisor stated there was a problem in the area (which supported what was said on the website) but since then, on the chat function, I'm told there are no issues. I've followed steps to check there's nothing wrong with my phone settings but it seems to just be that there is no connectivity for 5G in my area (which shouldn't be the case). Any ideas? Does Three not have a simpler way of reporting downtime to them?

[PeteG · Accepted solution]

Hello there.

It's unlikely that an area would have 5G removed after it's been available there for a while. It's likely you're having issues because of a fault of some kind. Since the website is confirming there's an issue, the network team would already be aware of it. Reporting it yourself can't do any harm, but time will still be needed to resolve the problem. 

Pete.

[Naythe]

Hi, Pete

I'm having really bad issues at the moment was hitting 400mbps now im getting 3-4mbps is there any issues on three's side?

Many thanks

Nathan

[PeteG]

I don't have the ability to check for specific issues and I'm not aware of any wider issues impacting users. You can check out the service status page to see if there's any issues local to you, and if you keep getting those lower speeds, it might be worth speaking to the support team for it to be looked into.