topic Re: 5G ROUTER 2021 dropping internet in Mobile Broadband

5G ROUTER 2021 dropping internet

BelovedxWarrior — Sat, 08 Apr 2023 15:36:37 GMT

Ever since we got the router it's been losing connection. Phones lose connection. The Alexa devices stop. The TV cuts off.

This happens multiple times day and night. We have to switch the router off and on again.. Wait for everything to connect again.. Sometimes it works and sometimes it doesn't.

It's driving us mad considering what we pay each month for this service !

Connection is apparently very good in our area so why does this keep happening ?!

The router won't reset - we have tried pushing the reset button with a pin and it does nothing. All lights stay green no matter what. Never seen them change colour.. I think the box is faulty but this is the second one we've had so far.

Re: 5G ROUTER 2021 dropping internet

EssexBoyEE — Sun, 09 Apr 2023 01:59:46 GMT

What's the actual Model Number of the Router?

Re: 5G ROUTER 2021 dropping internet

BelovedxWarrior — Mon, 10 Apr 2023 12:47:33 GMT

D412C57

Re: 5G ROUTER 2021 dropping internet

BelovedxWarrior — Mon, 10 Apr 2023 12:54:21 GMT

It lost connection last night and now won't even reconnect today... just says connection failed. I've turned it off and back on.

This has been going on since we got wifi with EE a year ago ! I'm paying £55 a month. In contract until November.

Re: 5G ROUTER 2021 dropping internet

Christopher_G — Tue, 11 Apr 2023 06:42:31 GMT

Hi @BelovedxWarrior

Have you checked the status of the network in your area on our coverage and network status checker?

Chris

Re: 5G ROUTER 2021 dropping internet

BelovedxWarrior — Tue, 11 Apr 2023 09:40:22 GMT

Yup, It's fine.

Re: 5G ROUTER 2021 dropping internet

Christopher_G — Tue, 11 Apr 2023 10:51:06 GMT

Have you reported a problem @BelovedxWarrior? That way our network team can investigate it for you.

Chris

Re: 5G ROUTER 2021 dropping internet

BelovedxWarrior — Tue, 11 Apr 2023 14:32:12 GMT

No, how can I do this please ?

Re: 5G ROUTER 2021 dropping internet

Christopher_G — Tue, 11 Apr 2023 14:42:46 GMT

Click on the network status checker link that I posted, pop in your postcode and hit 'check status', @BelovedxWarrior.

If we're not aware of a problem, it will give you the option to report one.

Chris

Re: 5G ROUTER 2021 dropping internet

deppy — Thu, 13 Apr 2023 12:14:35 GMT

Hello

Would like to add that I signed up for the 5GEE 2021 5g smart hub/router on Friday, have had constant disconnects every few hours, also have to restart the router. (status page says everything is all ok - full signal, ip addresses etc)

I still have my month to month EE 5G in a Huawei CPE Pro and it doesnt suffer from this problem

Lucky I am in the 14 days cool off so will be returning this router as clearly they have a bug/fault

Weird thing is we use one at the office and its rock solid... different versions/firmware maybe?

Re: 5G ROUTER 2021 dropping internet

James_B — Thu, 13 Apr 2023 12:38:29 GMT

Hi @deppy,

Welcome to the EE Community. 🙂

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

James

Re: 5G ROUTER 2021 dropping internet

deppy — Thu, 13 Apr 2023 15:05:15 GMT

Hi @James_B

I am worried dealing with support we will go over the 14 day cool off period then I am stuck for 18 months with something that doesnt work 😕

Ill try contact them and see if it can be resolved before my 14 days runs out

Re: 5G ROUTER 2021 dropping internet

James_B — Thu, 13 Apr 2023 15:08:18 GMT

Hi @deppy,

The team will look at it right away if you get in touch.

Thanks 🙂

James

Re: 5G ROUTER 2021 dropping internet

jof8 — Mon, 17 Apr 2023 21:44:43 GMT

Did you manage to resolve the problem?

I am having a very similar problem with a 'BT 4G Home Hub with EE SIM' .

We were thinking of getting a Smart 5G Hub but it sounds like it has the same issues.

Re: 5G ROUTER 2021 dropping internet

BelovedxWarrior — Tue, 18 Apr 2023 10:08:41 GMT

I tried reporting a problem and just keeps coming up error and won't send.

Re: 5G ROUTER 2021 dropping internet

Leanne_T — Tue, 18 Apr 2023 12:39:42 GMT

Hi @BelovedxWarrior

What error message shows?

Can you try clearing cookies and cache and try reporting the problem again?

Leanne 🙂

Re: 5G ROUTER 2021 dropping internet

BelovedxWarrior — Tue, 18 Apr 2023 14:09:51 GMT

Re: 5G ROUTER 2021 dropping internet

Leanne_T — Tue, 18 Apr 2023 15:30:21 GMT

Hi @BelovedxWarrior

Do you get this error at the end of the problem report when clicking submit?

Did you enter any details in the tell us more information box?

Leanne.

Re: 5G ROUTER 2021 dropping internet

BelovedxWarrior — Tue, 18 Apr 2023 19:08:27 GMT

Hi,

Yeah it's after I click submit. I put more details in the box.. I've been trying for days and keep getting this error.

Re: 5G ROUTER 2021 dropping internet

Christopher_G — Wed, 19 Apr 2023 06:50:40 GMT

Thanks, @BelovedxWarrior

Could you try reporting it on a different device or browser please and let us know if it works?

Chris