topic Re: 4GEE Wifi router keeps disconnecting from internet in Mobile Broadband

4GEE Wifi router keeps disconnecting from internet

emeralddude69 — Fri, 09 Jun 2023 16:36:02 GMT

Posted before but didn't get any answers.

I have the 4GEE home router connected to a 4G antenna to the roof that's omni directional. It's been fine for the past year but recently I keep getting internet disconnections on Wifi and LAN even as the router reports it's still connected to the internet. I've checked the service in my area and there are no reports of issues.

Every day now the internet will just drop randomly for a 1-2 minutes and come back, despite the antenna being omni directional and pointed at the tower. the consistency I used to have is just gone.See Below my signal statistics reported by the router:

Network type:	4G
RSRP:	-75 dBm
RSSI:	-39 dBm
Band:	3

Despite ideal conditions I'm still getting drops despite the router saying it's still connected to the internet and I will lose my work progress and pages will just stop loading randomly.
I've tested with various devices with a Desktop PC connected on LAN and Wifi Devices all will have dropped internet connections at the same time when it goes even as they stay connected on LAN and Wifi.

My guess is there is an issue at the tower still or it might be the device itself getting stuck randomly.

Edit:
Tested with Internal and external antenna as well. Either case the connection to the internet will still randomly drop.

When running a ping test when it happens, pings will time out.

Re: 4GEE Wifi router keeps disconnecting from internet

Leanne_T — Fri, 09 Jun 2023 16:57:00 GMT

Hi @emeralddude69

Thanks for coming to the community.

This will need to be looked into for you, please get in touch with our tech gurus they will be happy to help you further.

Thanks.

Leanne.

Re: 4GEE Wifi router keeps disconnecting from internet

Needle — Mon, 12 Jun 2023 08:05:15 GMT

I have had the same problem too! Everyday it drops out multiple times on every device but the lights on the router are all green! It’s extremely annoying and disruptive! I’m going to have to call I think as google has given me zero answers!

Re: 4GEE Wifi router keeps disconnecting from internet

emeralddude69 — Mon, 12 Jun 2023 08:38:42 GMT

Hi Leanne,

I've already got in touch and doing speed tests.

I was just wondering if there were any existing solutions or people with similar issues and how they solved them.

Re: 4GEE Wifi router keeps disconnecting from internet

Leanne_T — Mon, 12 Jun 2023 09:31:22 GMT

Thanks for reporting this @emeralddude69

Hope this is sorted soon for you.

Please get in touch @Needle and the team will run some troubleshooting with you to get this looked into.

Leanne.

Re: 4GEE Wifi router keeps disconnecting from internet

Needle — Mon, 12 Jun 2023 14:20:04 GMT

So I was on the phone for over an hour with two tech supports this morning, very friendly and helpful people. The test eventually was to see what had the issue, the router or the sim in the router. So they asked me to swap my phone sim into the router and the router sim into my phone. The sim from my phone gave perfect Wi-Fi no dropping out nothing, as soon as I swapped it back…crap ha. So he said both possible issues are rare but aim to router compatibility may have gone awry. I’m off to EE for a new sim and if that fails take both the router and the sim in to get looked at.

Re: 4GEE Wifi router keeps disconnecting from internet

Leanne_T — Mon, 12 Jun 2023 14:24:01 GMT

Thanks for coming back and letting us know @Needle

Keep us updated if you can 🙂

Leanne.

Re: 4GEE Wifi router keeps disconnecting from internet

emeralddude69 — Mon, 26 Jun 2023 14:29:16 GMT

Hi Needle

Appreciate your input, I don't have an unlocked phone to test this unfortunately, but I'll try to find the time to bring in a store.

Oddly enough though since I first posted this I had a solid week of good service, no drops. But it's recently come back.

Re: 4GEE Wifi router keeps disconnecting from internet

BelovedxWarrior — Wed, 28 Jun 2023 15:47:44 GMT

Had the same problem for 7 months and my partner needs to do work from home.. It's a nightmare. EE don't seem to care.. they still take my money every month !! My contract doesn't end until November.. Once it does I'm going else where.

Re: 4GEE Wifi router keeps disconnecting from internet

Katie_B — Wed, 28 Jun 2023 17:13:06 GMT

Hi @BelovedxWarrior.

What was advised on your last call to our technical care team?

Did the team escalate this for you?

Katie

Re: 4GEE Wifi router keeps disconnecting from internet

Needle — Wed, 28 Jun 2023 23:03:38 GMT

Sadly after getting a brand new sim..the problem is still there…not as extreme but just as irritating. So I will do what the said and take both the hub and the sim card in. When they said how rare and unheard of this problem is, I did tell them how I found many threads reporting the same thing. So hopefully they’ll realise it is a larger issue than they think

Re: 4GEE Wifi router keeps disconnecting from internet

emeralddude69 — Thu, 29 Jun 2023 08:56:07 GMT

I've managed to record my screen on what I'm experiencing when it goes out. Link > https://streamable.com/5a8pyw

The main thing I want to point out is that I'm running a ping -t command on the command line, you can see it maintains a connection to the internet, but webpages won't load. When this happens during work hours it will of course cut out calls and drops my session.

It's strange because I still get pings but just nothing loads, it's like I'm offline despite the router still reporting I'm online. I'm not data capped since I have unlimited. The logs only report when my machine reconnects as an example today:

29/06/23 09:54	Login successful from 192.168.1.77, 7C:21:4A:4E:CF:46, LT-883WMN3.
29/06/23 09:48	Login successful from 192.168.1.77, 7C:21:4A:4E:CF:46, LT-883WMN3.
29/06/23 09:34	Login successful from 192.168.1.77, 7C:21:4A:4E:CF:46, LT-883WMN3.

Re: 4GEE Wifi router keeps disconnecting from internet

CMeis — Mon, 03 Jul 2023 19:36:20 GMT

I have the same issue, started in the last few weeks. Happens multiple times a day, I work from home and keep dropping out of client calls 😫 this is after 2 years of very reliable service despite being in a remote area.

All devices are affected. I really need to get this fixed for work, so I'd be grateful to hear any fixes that actually work! Who should I contact at EE to sort this out? It's a £60/month product, I'm expecting it to be reliable at the very least...

Re: 4GEE Wifi router keeps disconnecting from internet

emeralddude69 — Mon, 03 Jul 2023 21:06:34 GMT

Another thread mentioned creating a profile on your router and setting it to IPV4 only and so far I've not had drops.

Re: 4GEE Wifi router keeps disconnecting from internet

Needle — Thu, 10 Aug 2023 06:35:26 GMT

Sadly after months my problem has returned. As mentioned above they had no idea what was actually wrong, got a new sim for it…still shocking. Every half hour it drops out. Working from home etc is impossible. £50 a month for no internet is shocking. I’m looking to see if Three’s routers are any better as my 5g/4g in the area is pretty good

Re: 4GEE Wifi router keeps disconnecting from internet

Christopher_G — Thu, 10 Aug 2023 06:41:00 GMT

Hi @Needle

You mentioned that you were planning on taking the equipment into a store. Did you take it in?

Chris

Re: 4GEE Wifi router keeps disconnecting from internet

Doogy — Mon, 09 Oct 2023 22:07:02 GMT

What !! Rare ?? I have had the same issue twice , this time I have asked them to send a new sim , don’t want to spend my hard earned retirement all day (s) on the phone .
regards Douglas

Re: 4GEE Wifi router keeps disconnecting from internet

Richurst — Thu, 07 Nov 2024 11:05:34 GMT

Hi emeralddude69

Did anyone come up with a solution for you in the end? We have the same issue (switched to the EE 4g hub three months ago - excellent coverage but hub drops out and does not reconnect - a simple manual reboot always resolves the issue). Ours seems to do it in the early hours of the morning meaning smart speaker alarms don't go off etc. All very frustrating.

We're convinced it's a hub/SIM issue as the reboot fixes it every time and the signal seems very stable.

Re: 4GEE Wifi router keeps disconnecting from internet

Needle — Thu, 07 Nov 2024 11:37:57 GMT

Hi,

They took it away to fiddle with a bluetooth issue and it worked better for a bit. Then back to normal but I’ve moved house and can use ordinary broadband and it’s so much better, faster and cheaper ha.

best of luck

Re: 4GEE Wifi router keeps disconnecting from internet

Richurst — Thu, 07 Nov 2024 12:04:19 GMT

Seems a bit of an issue with the EE hub doesn't it. 😏 Well done for getting yours sorted but I guess moving house is a bit of an expensive resolution!😂

Thanks for getting back to me.