topic Re: 5GEE Router Dropping Connection Regularly in Mobile Broadband

5GEE Router Dropping Connection Regularly

Lothian — Fri, 23 Jun 2023 10:38:52 GMT

Hi all,

I'm looking for some help.

We have a 5GEE Router and for the last few months, we keep losing connection to the internet on a regular basis, I mean it can happen every few hours, or it could happen 5 times in an hour. It can be down for 1 minute or it can be down for 5-10 minutes. There doesn't seem to be a pattern that we have noticed.

The strange thing is, when the connection drops, I can still ping websites, I can still even access my works email server on some occasions, but other times I can't, but even when the works email is up, everything else (Google, Facebook, Twitter and many other both large and small websites I've tried, including our own) are down. We have VOIP phones connected by ethernet and they all drop. Our computers are connected using Wi-Fi and that drops as well with the computers telling us there is no internet, but it's still connected to the router when this happens.

We've had the sim replaced in the router, then the router itself has been replaced but neither has solved the issue. I've factory reset, I've tried playing with settings such as switching to 4G only etc but nothing seems to make a difference.

I can't see any kind of diagnostics on the router, the logs don't seem to actually log anything about the connection status either.

Can anyone help shed some light on what I could try here?

Re: 5GEE Router Dropping Connection Regularly

Leanne_T — Fri, 23 Jun 2023 12:21:06 GMT

Hi @Lothian

I am sorry to hear this is happening with your router.

Have you tried restarting the router when this happens? If you pop the postcode into our coverage checker and hit 'check status', does it say if we're aware of a problem?

Leanne.

Re: 5GEE Router Dropping Connection Regularly

Lothian — Fri, 23 Jun 2023 13:09:52 GMT

Hi Leanne,

I have restarted it multiple times, it makes no difference, it still normally drops again within an hour. I've also factory reset and run it without changing any of the settings from the default, still the same.

The coverage checker shows no issues.

Re: 5GEE Router Dropping Connection Regularly

Leanne_T — Fri, 23 Jun 2023 13:16:18 GMT

Thanks very much @Lothian

In this case, please get in touch with our tech gurus and they will get this looked into in more detail for you.

Leanne 🙂

Re: 5GEE Router Dropping Connection Regularly

Lothian — Mon, 26 Jun 2023 16:48:53 GMT

Hi Leanne,

I created a new profile on the router and enabled IPv4 only. We have now gone 8 or so hours without it going down so that is definitely the issue and it's resolved now. Seems there is an issue with IPv6, but at least we have usable internet again.

Re: 5GEE Router Dropping Connection Regularly

BelovedxWarrior — Wed, 28 Jun 2023 16:06:01 GMT

Had the same problem for 7 months!!!

They don't care.

They'll take your money every month though.

Re: 5GEE Router Dropping Connection Regularly

Lothian — Wed, 28 Jun 2023 16:16:31 GMT

Have you disabled IPv6? We've had days without it going down now and it was going down multiple times per hour before I disabled it.

Re: 5GEE Router Dropping Connection Regularly

not2ropey — Mon, 31 Jul 2023 18:29:42 GMT

Thanks @Lothian you're a legend 👍 There are loads of people suffering with this issue.

Re: 5GEE Router Dropping Connection Regularly

jnoiles — Fri, 25 Aug 2023 19:51:23 GMT

Hero. This has sorted my issue as well. I was turning off IPv6 on the hosts but never thought about the router. Way better than EE support. If you're reading way, ping me and pints are on me.

Re: 5GEE Router Dropping Connection Regularly

jnoiles — Fri, 03 Nov 2023 19:58:39 GMT

After 3 months of perfect service I'm suddenly back to twice daily reboots. The device tells me it has connection, I see bars of signal, the warning lights are fine then it just...stops routing out? It's weird. Anyone else still suffering?

Re: 5GEE Router Dropping Connection Regularly

Leanne_T — Sat, 04 Nov 2023 07:59:09 GMT

Hi @jnoiles

I am sorry to hear this has started to happen again, please get in touch with our technical support team and they will run through some troubleshooting with you.

Leanne.

Re: 5GEE Router Dropping Connection Regularly

AlirezaTiTAN — Wed, 01 Jan 2025 14:06:38 GMT

What helped me with the same issue was turning off mesh-compatible settings and limiting the wifi to either only 2.4ghz or 5ghz, I have no idea how it could've been related but it reduced the disconnections a lot (not fixed completely but MUCH better)

Re: 5GEE Router Dropping Connection Regularly

jnoiles — Wed, 01 Jan 2025 16:00:36 GMT

I solved it by purchasing one of these: https://teltonika-networks.com/products/routers/rutx50 It leaves the EE router for dead.

Re: 5GEE Router Dropping Connection Regularly

Buttonbar — Mon, 10 Mar 2025 05:40:15 GMT

Good morning. Realise this thread is a bit old now but wondering if there was a permanent fix for this intermittent connection issue. I have not tries the IPv4 fix yet so will give that a go.

With the latest price increases, paying a lot of money for a very annoying and intermittent connection issue.

Re: 5GEE Router Dropping Connection Regularly

LetThereBeLight — Mon, 12 Jan 2026 15:19:46 GMT

Switched my business from a 20Mbps traditional down the wire internet connection to an EE 5G Super Hub mobile broadband connection with 5-700Mbps but as above drops several times an hour whether wired or wireless. Technical Help seem anything but. Been with them 13 days. Every day I've been on the phone to them. Spent hours. Think i'll cancel now.

Re: 5GEE Router Dropping Connection Regularly

not2ropey — Mon, 12 Jan 2026 15:32:58 GMT

The ipv4 fix mentioned above by lothian should fix your issues. It’s been like this for me for 3 years, but fine once ipv6 turned off

Re: 5GEE Router Dropping Connection Regularly

LetThereBeLight — Mon, 12 Jan 2026 16:13:37 GMT

I've tried creating a new profile replacing the default ipv4v6 using settings sourced online. See how it goes. Thanks for the suggestion 👍Will know pretty quickly if its helped.