Poor Signal - LE4 & LE5

[atom1]

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

--Have never seen a 5G signal despite my city being "very good" on signal checker in most places I travel 

--LE4 signal is terrible, only 3G or 1 bar 4G with less than 5Mbps download and high ping
--My account home post code (LE5) has really good signal for 4G and full red 5G on coverage checker but never seen 5g signal, 4G is <20Mbps sometimes ok

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? If you don't want this showing on the Community, add it to your profile here.

--Added both post codes to profile

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

--Yes

6) When did you first notice this issue?

--Been months

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

--Permanent

[Mark]

Thanks for providing this information @atom1 👍 I've taken a look at both postcodes and although they're reasonably close together they're served by different masts ( LE4 - 30523 & LE5 - 7798). When you're struggling to connect to multiple sites, this indicates the issue could be located to your phone or SIM as they're the common factors in all your connections. I can see you've mentioned experiencing the issue when you pop your SIM into another device. As this is the case, we'd need you to try replacing your SIM to see if this helps resolve your issue. You can do this by popping into your local store, where the team will provide you with a new SIM and activate this for you too! I've checked our online store locator and our branch in the Upper Mall , Highcross, Leicester High Street, LE1 4FP is the closest to your home postcode. If it's a little inconvenient to pop into store, pop us a message through our social channels and we'll be more than happy to get one in the post to you.

[atom1]

I am using esim now so not sure that can be a problem causing bad signal.

[Mark]

I've checked the masts you'd connect to in the locations advised @atom1, these are both running as expected and have experienced no recent outages. It would also be very unusual for you to experience the similar problems in multiple locations and this be connected to the masts. However, we'll be more than happy to continue to look into this for you, but would need you to transfer back to a physical SIM to check if this is the cause of the issues you're experiencing first. If you pop our social team a message by following the link in my last message, they'll be able to order you a new SIM. Once you receive this activate it we'll be able to help activating this and if this doesn't resolve your issues, escalate this to our Network Engineers to be investigated further.