M5 - Salford (4G issue)

[keithcheung129]

My mobile has full 4G signals but it is extremely slow in this area, while 5G works fine, with limited signal received.

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

 Yes, and I have to go away from the Regent Road and Ordsall Lane area (including the Sainsbury's) to regain service

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.

 M5 4RS

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

 I don't have access to another phone

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

 Cannot reach internet, or sometimes it can but with extremely low speed

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

Not sure for 2G and 3G, but always on 4G    

6) When did you first notice this issue?

 A few months ago

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

Permanent

[Jason]

Hi @keithcheung129. It's disappointing to hear that you're experiencing an issue with your network connection and data speeds. We understand how concerning this must be. Thank you for completing the network template, to get the full scope of your concerns, can you please pop over three speed test screenshots using speedtest.net, across three points of the day? Preferably morning, afternoon and evening in the postcode of concern. 

I've checked your postcode of concern (M5 4RS) using the Network Status Checker tool online and no issues have been reported. I've also checked the network tower that this postcode connects to (89767) and it's reporting back operational, with no reported outages or downtime. In the meantime whilst you're collating the requested screenshots, I'd like for you to perform a manual roam. A manual roam resets your connection to our network, and can help with network problems such as this. You can find the instructions on how to do this here.

[japitts]

---

@Jason wrote:

 A manual roam resets your connection to our network, and can help with network problems such as this.

---

Poor data speeds will not be helped by this process. The resolution for that is additional capacity to be added to the serving site in this location.

The macro-site immediately next to this location has 35Mhz of bandwidth across 800Mhz, 900Mhz & 2100Mhz.