topic Re: 5G router keeps losing internet - support issues in Mobile Broadband

5G router keeps losing internet - support issues

penport — Wed, 22 Mar 2023 14:54:44 GMT

I'm having to reboot my 5G router a couple of times a day as it intermittently loses internet connection.

Following a reboot all is well until the next time.....

I've had the router for about 6 months and it's been very reliable until now, I haven't physically moved it or many any config changes.

Any suggestions?

Phoning 150 just gets me (eventually) to the automated service that checks my line (surely my mobile phone line, not the router) and then hangs up. Arghhhh

Re: 5G router keeps losing internet - support issues

EssexBoyEE — Wed, 22 Mar 2023 15:11:07 GMT

@penport wrote - I'm having to reboot my 5G router a couple of times a day as it intermittently loses internet connection.

@penport wrote - Phoning 150 just gets me (eventually) to the automated service that checks my line (surely my mobile phone line, not the router) and then hangs up. Arghhhh

Can you confirm which Router you are using, ie, a 5G Mobile Router thats using a Sim? or a 5Ghz Fixed Broadband Router ?

Also the Routers Model Number would be good.

Re: 5G router keeps losing internet - support issues

penport — Wed, 22 Mar 2023 15:21:46 GMT

Yes it has a micro SIM - model is labelled '5G EE Router' - no number

Would it's serial number help?

Thanks

Re: 5G router keeps losing internet - support issues

EssexBoyEE — Wed, 22 Mar 2023 15:31:07 GMT

@penport- Would it's serial number help?

Probably not, there should be a make or model number somewhere on the Device?, is it a current 5GEE Model? can you point or post a link to the Unit on the EE Shop Webpage?

First two things to do is to, 1, go the the EE Coverage Checker https://coverage.ee.co.uk/coverage/ee and enter your Post Code to check the Coverage options within your Area, 2, Login into the Admin Web UI of the Router, there should be some sort of Status Page regarding your Received Signal Status, ie, xx dbm Values for things like RSSI, RSRP, RSRQ, SNIR etc, can you post up any info, or Pic up the whole Page, (Without any Personal Info like Phone and IMEI Numbers)

Re: 5G router keeps losing internet - support issues

penport — Wed, 22 Mar 2023 15:38:50 GMT

Please see screenshot:

Re: 5G router keeps losing internet - support issues

penport — Wed, 22 Mar 2023 15:41:08 GMT

Re: 5G router keeps losing internet - support issues

EssexBoyEE — Wed, 22 Mar 2023 15:42:17 GMT

Cant see the Pic yet as it will need Admin Approval for Public viewing.

Im personally about to walk out of the door soon so will look at it a bit later.

Re: 5G router keeps losing internet - support issues

penport — Wed, 22 Mar 2023 16:04:43 GMT

Thanks EssexBoyEE

It looks like I have poor reception.

Image above shows RSRP -86 dBm and RSSI -80 dBm

I have now moved the router upstairs and it's marginally improved to RSRP -91 and RSSI -84

Perhaps I need to invest in an external aerial?

Is there a specific make/model recommended?

Many thanks for your help

Re: 5G router keeps losing internet - support issues

penport — Wed, 22 Mar 2023 16:31:04 GMT

After some research I realise I need readings closer to zero - so I've experimented with router position and the best I can get is:

RSRP: -83 dBm

RSSI: -77 dBm

Re: 5G router keeps losing internet - support issues

EssexBoyEE — Wed, 22 Mar 2023 17:21:35 GMT

Correct, don't worry too much about RSSI, the two important ones are RSRP and SNIR, ie. RSRP is a negative value and SNIR is a positive value, so in on the order above -85 and 15, are both better than -93 and 10.

Re: 5G router keeps losing internet - support issues

XRaySpeX — Wed, 22 Mar 2023 18:01:27 GMT

Don't worry, your images were awaiting approval. I have now done so & they should appear soon.

Re: 5G router keeps losing internet - support issues

penport — Wed, 22 Mar 2023 18:08:14 GMT

So if I continue to have problems what action do you think I should take?

Thanks

Re: 5G router keeps losing internet - support issues

bristolian — Wed, 22 Mar 2023 19:07:04 GMT

Do you have an EE phone, and does it have similar problems?

Phones and routers use the same network signal.

Re: 5G router keeps losing internet - support issues

penport — Thu, 23 Mar 2023 09:14:55 GMT

Yes I have an EE phone and no it doesn't have any problems.

Router lost connection again overnight so I've done a factory reset this morning.....fingers crossed

Re: 5G router keeps losing internet - support issues

Katie_B — Thu, 23 Mar 2023 09:47:10 GMT

Hi @penport.

Please keep us updated with how you get on,

Katie 🙂

Re: 5G router keeps losing internet - support issues

penport — Sat, 25 Mar 2023 08:34:36 GMT

Hi @Katie_B & @EssexBoyEE

My problem continues with intermittent disconnections requiring a reboot/factory reset sometimes twice a day.

I took the following Status screenshot during a disconnected phase - presumably with N28 missing it confirms lack of connection?

Grateful for further suggestions on a resolution.

Re: 5G router keeps losing internet - support issues

EssexBoyEE — Sat, 25 Mar 2023 23:36:53 GMT

@penport wrote - @ Hi@Katie_B & @EssexBoyEE

Hi @penport I'm out on the Razzle tonight celebrating someone's birthday, I'll have look in more detail tomorrow and maybe post up my thoughts.

Chris

Re: 5G router keeps losing internet - support issues

penport — Tue, 28 Mar 2023 09:19:54 GMT

Hi @EssexBoyEE did you get a chance to have a further look here?

I thought it might have resolved itself after 36hrs of good connection but once again I've just had to reboot 🤔

Many thanks

Tony

Re: 5G router keeps losing internet - support issues

Dof — Sat, 03 Jun 2023 22:03:32 GMT

Any update?

I'm having the exact same issue. Sometimes it works all day, sometimes I have to restart the router 2 or 3 times a day.

Re: 5G router keeps losing internet - support issues

Christopher_G — Sun, 04 Jun 2023 07:25:56 GMT

Hi @Dof

Are there any maintenance works in your area? You can check the status of your postcode on our coverage checker.

Chris