topic Re: 5GEE Router 5G network drop outs in Mobile Broadband

5GEE Router 5G network drop outs

Xtopher — Thu, 25 May 2023 08:35:34 GMT

Hi all,

Had a 5GEE Router 2021 since Feb 2023, hooked up to external antenna (which previously ran 4G routers), and its been flawless til the last few weeks. I now keep getting random dropouts of internet connection, noticeable as my Sonos stops and Home Assistant dashboards freeze. Sometimes they come back on their own, but often I will have to go into the router GUI and disconnect/reconnect.

All the time the router claims it is connected and on 5G (4 of 5 bars). It has connected to the same mast all the time and the stats don't seem to have changed. We are quite far from the mast but have line of sight as we're on top of a hill and so is the mast and its been solid til now.

Network name: EE

Network type: 5G

RSRP: -88 dBm

RSSI: -76 dBm

Band: B3+N28

Cell ID: 7388931

Have there been any firmware updates or changes that could have caused it? I did get a text a few weeks back saying they were doing work in the area but I think it started before that.

Bit annoying this was rock solid and now seems a bit flakey.

Re: 5GEE Router 5G network drop outs

James_B — Thu, 25 May 2023 10:46:23 GMT

Hi @Xtopher,

Welcome to the EE Community. 🙂

Does the network status checker report any problems in your area?

James

Re: 5GEE Router 5G network drop outs

Xtopher — Thu, 25 May 2023 11:47:41 GMT

Ah now I should have thought of that!!!

Looks like I should contact them.

I did try putting the router on 4G only (B3+B3) and it seemed a little more stable but still dropping out, so didnt fix it. I did notice the 4G download speed was very slow, ~10-15Mbps compared to the usual minimum 30-60+. Upload seemed fine at ~60.

Re: 5GEE Router 5G network drop outs

Xtopher — Thu, 25 May 2023 11:48:05 GMT

Just tried to submit a fault and it says its failed to submit the form 😞

Re: 5GEE Router 5G network drop outs

James_B — Thu, 25 May 2023 11:53:46 GMT

Hi @Xtopher,

I'd recommend seeing if things improve over the next few days in case there are some ongoing maintenance works in your area.

If you continue to experience the same issues, please raise a ticket with the status checker. Please try a different web browser if you see an error message.

James

Re: 5GEE Router 5G network drop outs

BartyParty — Fri, 26 May 2023 22:06:51 GMT

I have this exact same issue. Tried all sorts and everything I could find on this forum. Been flakey since it arrived. Seems ok during the day but regular dropouts through the evening and claiming 4-5 bars of 5g coverage. Also tried switch Ming to 4g only and still drops out but my phone never has an issue. Really disappointed with this product now

Re: 5GEE Router 5G network drop outs

Leanne_T — Sat, 27 May 2023 07:02:23 GMT

Hi @BartyParty

Thanks for coming here.

Please get in touch with our tech gurus, they can run through some troubleshooting with you to get this looked into.

Leanne.

Re: 5GEE Router 5G network drop outs

Kirsty1011 — Sun, 28 May 2023 10:52:09 GMT

I've got the same issue! Sonos & connection drops out a few times an hour even though all lights are green

Re: 5GEE Router 5G network drop outs

Christopher_G — Sun, 28 May 2023 12:55:25 GMT

Have you spoken to our technical support team, @Kirsty1011?

Chris

Re: 5GEE Router 5G network drop outs

not2ropey — Sat, 22 Jul 2023 15:32:19 GMT

I’m in Shrewsbury and have had the same issue since April. Two people in my village also the same issues with 5GEE routers. I have a complaint running due to the lack of motivation of EE support staff to investigate. All things point to software updates done to the network between April and June. Rather than accept an apology and small payment for the inconvenience, i have kept the complaint open and I’m asking them to investigate a permanent fix. There is a workaround which I’m currently testing and it appears to fix the issue.

Re: 5GEE Router 5G network drop outs

chrig — Sat, 22 Jul 2023 18:41:27 GMT

I'm likewise having drop-out issues, I was using another mobile broadband supplier (Three) on 4G but moved to EE 5G as I thought it would be superior.

At most, I sometimes get 50MB down but I can't even stream Netflix etc because it drops out (usually after only 15 minutes) making it unusable. Strangely, the upstream is often far faster than down, at 60Mbps.

Signal checker says my location is yellow (I believe that's top tier) and there's no network issues.

Re: 5GEE Router 5G network drop outs

not2ropey — Mon, 24 Jul 2023 19:26:14 GMT

These routers are really sensitive to positioning. I moved the router around for ages to get the best signal, and basically took my download speed from 30MBps to 200MBps. It’s also sensitive to which way the it faces. Try to find where your local 5G mast is and put the router upstairs in a window that points towards it.

Re: 5GEE Router 5G network drop outs

chrig — Mon, 24 Jul 2023 19:56:34 GMT

Thanks for the info, it is upstairs at the window but I'll try experimenting further!

Re: 5GEE Router 5G network drop outs

chrig — Tue, 25 Jul 2023 19:53:40 GMT

There must be variance or instability of the 5G signal itself. Tonight I'm getting 12mb down and it's refusing to stream due to "slow Internet connection). Yet its getting 40Mbps up, what's that all about?!

Re: 5GEE Router 5G network drop outs

James_B — Wed, 26 Jul 2023 06:44:57 GMT

Are any problems reported by the Network Status Checker @chrig?

James

Re: 5GEE Router 5G network drop outs

chrig — Wed, 26 Jul 2023 06:56:29 GMT

No, no issues James and it's like this more often than not. A few minutes after I posted about 12 down/40up it was testing at 50 down/20 up. I believe the mast is also down the road, only about 200m away!

Re: 5GEE Router 5G network drop outs

James_B — Wed, 26 Jul 2023 06:58:03 GMT

Hi @chrig,

Please use the 'report a problem' button so our network team can take a look at it for you.

They'll get back to you within a few days.

James

Re: 5GEE Router 5G network drop outs

chrig — Wed, 26 Jul 2023 08:20:11 GMT

I've just tried to submit that form twice James and it tells me "there was a problem submitting the form, try again later"!

Edit: Now working, so will see what they say

Re: 5GEE Router 5G network drop outs

James_B — Wed, 26 Jul 2023 09:01:55 GMT

Thanks @chrig

Please keep us updated.

James

Re: 5GEE Router 5G network drop outs

jek2p — Thu, 27 Jul 2023 19:38:30 GMT

I am suffering the same problems. I have been sent a new router, which has made no difference.

I am using an external aerial.

I have spoken to EE tech support, but they dont hink any thing is wrong.

Are you able to discuss the 'work around' that you are testing