Hello,
I am using the 3 Home Broadband 5G Pro service. There is currently a big issue in my area, where between us and the 5G mast, there is a 4G one in shorter distance, and as a result, the 5G modem will prefer to connect to the 4G one instead, resulting in better signal, but unusable speeds.
I have tried to explain this to customer care many times, but it never seems to land. It is not the customer care representative's fault, but I do not believe they have been given the proper training in order to support the 5G Home Broadband packages, 80% of the time I will be told to "try the 2.4G connection", so there is clearly some confusion around 5G and 5GHz WiFi there.
Back to the problem at hand. 4G speeds on a home broadband connection are unusable, especially when we are paying for 5G, and when a 5G connection is feasible. I have tried moving the external 5G antenna around, but it will always prefer the 4G mast since it's a lot closer.
This is a 2 year contract, so this situation is unacceptable and a very bad user experience.
We would need to either:
1) Be able to set the modem to prefer the 5G connection (currently disabled in the modem settings, but should be possible to enable?),
2) Have the 4G mast replaced by a 5G one. There is actually only one 5G mast in the entire area, so we could certainly use another location.
For some additional information, here is a map of the current topology:
https://siteviewer.comreg.ie/#site/DU1211/53.5786650456/-6.1130054229/1/Site%20DU1211
Site DU1211 is the only Three NR mast in the area, and Site DU1147 is the one getting in the way and causing the modems to connect there instead.
Any help would be greatly appreciated here. Speeds drop from 40-100Mbps when connected to 5G, down to as low as 4Mbps when connected to 4G, which again, is unusable, and unacceptable really considering the cost of the service.
