topic New 5g router with issues in Mobile Broadband

New 5g router with issues

RNewman — Fri, 15 Sep 2023 20:04:09 GMT

Good evening,

We have set up a brand new 5g router from EE evening. I am experiencing two issues:

The Internet from the router keeps dropping out and need to turn off the Internet on the devices and turn it back on.
We live in a flat with stone walls so we use TP Link AV600 extenders. Are they compatible with the 5g router and I cannot get them to extend the WiFi. I have reset the extenders, used TP link software and pairing them. I have exhausted all of my ways and TPs troubleshooting guides to get them to work. Is there something I am not doing?

Thank you in advance.

Re: New 5g router with issues

RNewman — Sat, 16 Sep 2023 05:35:36 GMT

An update. I have managed using the WPS function on the router to set up the WiFi in each of the rooms. Yes, the strength is that bad. It is now saying incorrect password which I know is true and enter it manually it still is saying it is wrong. Any help would be gratefully received.

Re: New 5g router with issues

James_B — Sat, 16 Sep 2023 10:19:58 GMT

Hi @RNewman,

Where are you seeing the incorrect password message?

James

Re: New 5g router with issues

RNewman — Sat, 16 Sep 2023 10:37:36 GMT

In our connections window on our devices (Ipads, Samsung S21, Samsung A33 and Iphones). There is usually two failed connections and then it comes up with the incorrect password

Re: New 5g router with issues

James_B — Sat, 16 Sep 2023 10:42:10 GMT

Have you connected your devices to both the EE router's and WiFi extenders networks @RNewman?

James

Re: New 5g router with issues

RNewman — Sat, 16 Sep 2023 10:48:55 GMT

It connects to the 5gee router and cannot on the TP link powerline WiFi extender as it comes up with the incorrect password message. It takes me two or three attempts to get connect back on the 5gee router.

Re: New 5g router with issues

James_B — Sat, 16 Sep 2023 11:14:03 GMT

Have you supplied your devices with the correct password for your powerline adapters @RNewman?

James

Re: New 5g router with issues

RNewman — Sat, 16 Sep 2023 11:43:29 GMT

I tried supplying the extenders with their passwords, I am afraid that didn't work. We have a mesh system and so I have tried three different passwords. I have also tried to do it over the TP utility.

Re: New 5g router with issues

James_B — Sat, 16 Sep 2023 11:45:54 GMT

Hi @RNewman,

I'd recommend contacting the manufacturer of your WiFi extenders for support if your devices are unable to connect to them.

Thanks

James

Re: New 5g router with issues

RNewman — Sat, 16 Sep 2023 19:10:20 GMT

I did this, this evening and we spent an hour on live chat talking to TP link. We have discovered the LAN port on the EE 5g router is not working. I have now spent 7 hours only to find it is a fault with an EE product. I am strongly considering cancelling. This looking at various forums is not a uncommon issue. Am I entitled to a discount for a faulty product?

Re: New 5g router with issues

James_B — Sun, 17 Sep 2023 08:46:38 GMT

Hi @RNewman,

If there is a fault with your router, you'll be entitled to a replacement under warranty.

James