HP21 Aylesbury Mast location and poor connection

[vaaggarwal1]

Could someone help me to identify what mast is with LAC 891 and CID 59769. I'm getting only 3g signal at strength of -103 dBm with download speed of 2 Mbps. In my understanding I should be getting 4g connection in TAC 8266 and enodeB 522350 cell 133721635 or enodeB 520694 cell 133297694 and download speeds of 20 Mbps and signal strength between -85 to -95 dBm.

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?

Yes about 200 mts. 

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? Updated in profile.

3) Does the issue occur if you try your SIM card in a different phone?

Yes

4) What errors are seen or heard when the issue occurs?

Slow internet connection speed. 

5) Does this happen on 2G, 3G, 4G or all?

N/A

6) When did you first notice this issue?

Sept 20

7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?

Permanent 

[Effie]

Hey @vaaggarwal1 I hope you're well 😊 I've checked your mast (82068) and it is working as expected with no issues, downtime or ongoing maintenance. The coverage in your area is good and you are not near any black spots or areas of poor coverage. 

I can however see that you are near a multistory carpark and a railway, both of which can have significant impacts on your network quality. 

Due to the amount of people connecting to the mast, there is also likey to be higher than average traffic and congestion which will cause an intermittent connection. 

In the area we would expect your 4G speeds to be between 3.8Mbps and 60Mbps, and your 3G speeds to be between 0.9Mbps and 22.5Mbps.

If you are regularly falling below the minimum speed expectation we can certainly look into raising a network case, but we will need 3 speed test screenshots taken in a 24 hour period that show this. Please run your speed tests on speedtest.net

[vaaggarwal1]

Hi Steph. Thanks for your response. My question/complaint is that I'm not getting 4g at my place. If you see enodeB Id 522350 should not have any interference from multi level parking or railway as both of them are not within line of site of my home to the tower. Still I don't have any 4g signal. I would like to understand why this is the case and how this can be resolved. 

[Effie]

Thanks for getting back to me @vaaggarwal1 I hope you're having a lovely day so far! EnodeB Id 522350 which is in site 82068 shows no performance issues and the whole site is performing as we expect it to. There are no reported issues for the area or the mast you are connected to and there is no down time for any cells. 

If you are experiencing no 4G at all, I'll need you to complete the Network Queries Template here and provide 3 screenshots of speed tests done over a 24 hour period on speedtest.net. Please perform the tests with your 4G switched on and even if the test fails due to no service, please send over those screenshots as it provides proof of your issue for the engineers. 

Once I have the template filled out and your screenshots, I can look to raise a network case to have our engineers investigate the 4G network in your area to see if this is an isolated incident, or a wider issue. 

[vaaggarwal1]

Hey Steph! If you see my first message the template is already filled. I do have 4g enabled on my device but it always connects to 3g tower. Do you want me to run the 3 speed test right now or should there be a minimum time gap between two speed tests?

[Effie]

My bad @vaaggarwal1 Thank you for filling out the template! 

If you could do one now, one in the morning and then your final one in the early afternoon that would be great as it gives us a view of your day as a whole 🙂

[vaaggarwal1]

https://www.speedtest.net/my-result/i/5291646586

https://www.speedtest.net/my-result/i/5294380759

I've one from 24th and one done just now. I'll get one tomorrow morning and afternoon.

[vaaggarwal1]

Hello Steph Please see the speedtest results on different timestamps as below:

09/24/2022 5:35 PM  1.6 Mbps/1.41 Mbps

09/26/2022 6:44 PM 1.48 Mbps/0.41 Mbps

09/27/2022 8:08 AM 1.45 Mbps/0.24 Mbps

09/27/2022 3:31 PM 0.32 Mbps/0.14 Mbps

All the speed tests were conducted on 4G network. 

[Effie]

Thanks so much for those screenshots @vaaggarwal1 I can see that you are definitely falling below the minimum expected speeds for 4G in your area. So I can raise this case to the engineers, I just need to take some details from you. Could you please pop me over a PM with your name, contact number and the make and model of your handset? Once I have those details I can submit the case request. 

[vaaggarwal1]

Sent a message Steph.