topic Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G? in Mobile Broadband

5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Sun, 09 Oct 2022 23:02:26 GMT

I have recently moved to EE 5G with the EE 5G router - I suffered for years with terrible broadband so to see speeds like this I am well happy.

The only downside is the router randomly drops to 4G and seems to stay there until I reset the router, then it goes straight back to 5G. I have no signal issues, I am getting one bar short of a full 5G connection and I have tried changing the network setting to 5G only in the router config pages but when I do that the router does not seem to be able to connect to the network.

Any ideas?
It is a pain in the bum having to check the router all of the time to see if it has dropped to 4G, I just want it to stay on 5G.

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

Northerner — Mon, 10 Oct 2022 07:36:23 GMT

Hi @scottxs904

Your router will automatically connect to the strongest signal. If that's 4G then your 5G signal must be weak.

Have you checked local coverage and if there are any network issues on EE network status checker?

https://coverage.ee.co.uk/coverage/ee

Thanks

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Mon, 10 Oct 2022 09:47:12 GMT

I am getting four out of five bars when the router is connected to 5G so the signal strength seems fine.

Our area has just moved to 5G and the performance is great for me as I work from home for the NHS.

The router connects to 5G most of the time but occasionally I will have a look at it and it's went to 4G so what I was wondering is there any way to lock the router onto the 5G network?

If I reboot the router it reconnects straight away to 5G.

Cheers

Scott

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

James_B — Mon, 10 Oct 2022 10:30:46 GMT

Hi @scottxs904,

Welcome to the EE Community. 🙂

Our Technical Support Team will be happy to look into this issue if you get in touch.

Thanks

James

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Mon, 10 Oct 2022 11:36:33 GMT

Thanks @James_B - currently waiting in a 50 minute queue.

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

James_B — Mon, 10 Oct 2022 11:58:31 GMT

Please let us know how you get on @scottxs904

James

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Mon, 10 Oct 2022 12:16:20 GMT

Not going well so far, being told there is an intermittent 5G fault in my area since June!

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Mon, 10 Oct 2022 12:20:30 GMT

Just been told there is no 5G in my area.🤔

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

James_B — Mon, 10 Oct 2022 12:44:34 GMT

Hi @scottxs904,

What does the coverage checker report for you area?

James

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Mon, 10 Oct 2022 12:45:43 GMT

@James_B Total waste of time, was told there was no 5G in my area the told to take the router and SIM card into a EE shop when there is nothing wrong with the router or SIM card.

I asked if I could try the external antenna and I was told that EE do not supply external antennas!

I work in the NHS and rely on my broadband, I have been with EE for over 20 years and this is terrible customer service.

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

James_B — Mon, 10 Oct 2022 13:54:35 GMT

Hi @scottxs904,

What does the coverage checker report for you area?

Did the Technical Support Team say if you're on the very edge of a 5G area?

James

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Mon, 10 Oct 2022 14:09:44 GMT

@James I am not on the edge, I asked if I could try the external antenna they they argued with me that they did not do one.

I have been in the chat for almost three hours and no further forward.

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

James_B — Mon, 10 Oct 2022 14:31:28 GMT

Hi @scottxs904,

What does the Coverage Checker report for your area?

Our external antenna installation service can only be ordered at the point of sale with your 5GEE router.

James

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

beatcal — Thu, 13 Oct 2022 11:03:05 GMT

@James_B I have lots of issues with my new 5G EE Router. Several times over an evening I completely lose 5G signal (I live in NW5 North London which is 5G good/excellent in your coverage checker and we have no chance to get fiber). Is this normal?

Also I have my own external antenna (no mast though), would EE install this (providing the mast)?

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

James_B — Thu, 13 Oct 2022 11:08:54 GMT

Hi @beatcal,

Welcome to the EE Community. 🙂

Does the Network Status Checker show report any problems in your area?

Sorry, we don't provide an installation service for customer supplied equipment.

James

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

James_B — Thu, 13 Oct 2022 11:37:29 GMT

That's great @beatcal. It means our network team are aware and investigating.

If you have registered your details with the status checker, you'll receive regular updates.

Thanks

James

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904 — Mon, 05 Dec 2022 01:48:02 GMT

This is still happening to me, it really is a pain.

Full 5G signal but at random the router drops to 4G and stays there until I reset it.

Any help, please?

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

Christopher_G — Mon, 05 Dec 2022 08:05:05 GMT

Hi @scottxs904

Have you tried speaking with our technical support team again about this?
Chris

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

Rob602 — Mon, 05 Dec 2022 23:59:37 GMT

I have exactly the same issue .

Fine for the first 2 months since I got my router - 5GEE 2021

I have a business contract , not that it should make any difference apart from the fact that I can end my contract after 12 months, maybe sooner if it’s not resolved.

Just as you described , drops from 5G to 4G and will not switch back unless I reboot.

No problems reported on the signal checker.

My signal level is the same, I’ve been taking regular screen grabs of the status page since I got it.

I contacted technical support this evening, Case ID 19428019

but of course once I rebooted 5G came back.

He wanted to close the case as solved there and then, which surprised me as nothing was proved fixed.

it’s locked again on 4G and stuck.

Its not signal level because when I reboot the signal level is the same as it’s always been.

I’m running out of options!

Re: 5G EE Router - randomly drops to 4G, can I fix it on 5G?

Rob602 — Tue, 06 Dec 2022 00:01:04 GMT

I have the same Issue (see above)

Spoke to Tech support and it’s not resolved