topic Re: 4gee mobile broadband no internet connection in Mobile Broadband

4gee mobile broadband no internet connection

Sherstone — Mon, 03 Feb 2025 21:16:40 GMT

Joined in December 2024 couple of weeks later there seemed to be a network fault in the area and hub had no internet connection, spoke to EE and they asked me to reset the hub as it maybe trying to connect to a mast that is not working, I did that and internet came back on, now early hours of this morning the same thing has happened apparently service status online mentioned there was a problem in the area so lost connection! As I am not at the location where the hub is I have to visit and attempt to reset again! So why is this happening everything there is a local issue? Seems to be every month so far! Why can’t the hub reconnect to the correct mast itself why does it need a reset all the time?

Re: 4gee mobile broadband no internet connection

XRaySpeX — Mon, 03 Feb 2025 22:25:49 GMT

Have you Check service status having given your post code there on the Network Status Checker and reported your problem via that link?

Re: 4gee mobile broadband no internet connection

Sherstone — Mon, 03 Feb 2025 23:29:46 GMT

yrs I have and reported but no response or acknowledgment. Like I said not the first time it’s happened it seems like a monthly occurrence.

Re: 4gee mobile broadband no internet connection

Leanne_T — Tue, 04 Feb 2025 08:22:52 GMT

Hi there @Sherstone

Thanks for coming to the community and letting us know about the connection issues you have had using the mobile WiFi device.

Once the area has been looked into, the network team will provide an update via email or text message. If you would like to get this looked into in more detail, please get in touch with our technical support guides who can check the area you are currently, and see if there has been any service problems reported.

Thanks 🙂

Leanne.

Re: 4gee mobile broadband no internet connection

Sherstone — Tue, 04 Feb 2025 12:21:47 GMT

I have already mentioned that when I checked it said there was a service issue earlier that day but had been sorted and everything should be back to normal.

my complaint is I have clearly mentioned that this is happening every month and I am having to reset the hub in order to pick up a internet connection? Why isn’t he hub able to do this by itself why does it need a manual reset each time? Like I said joined december and this is the 2nd time it’s happened.

Re: 4gee mobile broadband no internet connection

Leanne_T — Tue, 04 Feb 2025 14:03:48 GMT

Hi @Sherstone

I am sorry this was needed when signal was lost. If there is an issue in the area and the network team have let you know this is resolved we would advise you to restart the device to see if this helps pick up service in the area.

Leanne

Re: 4gee mobile broadband no internet connection

bristolian — Tue, 04 Feb 2025 14:26:40 GMT

@Sherstone wrote:

hub had no internet connection, spoke to EE and they asked me to reset the hub as it maybe trying to connect to a mast that is not working

If the "not working" is that mobile data specifically is affected, then all phones in that site's footprint will also be being affected - there is no way to prevent a device connecting to it without using engineering codes. If the "not working" is that the site is off-air, then it will not be providing any coverage to connect to.

It's an important distinction to make, CS have been known to incorrectly advise that phones can connect to sites that are off-air.

Re: 4gee mobile broadband no internet connection

Sherstone — Tue, 04 Feb 2025 14:35:47 GMT

Why would you need to reset the router/hub each time I am not talking about rebooting they get me to factory reset it and starts all over again??

my question is if the router lost connection when there was an issue and when EE fixed it why is the router/hub not picking the connection again??

How many times am I having to do this factory reset? The current estimate seems be 12 times a year!

Re: 4gee mobile broadband no internet connection

Sherstone — Tue, 04 Feb 2025 14:39:30 GMT

I have no idea what EE are playing at to me it don’t make sense, why would the hub be trying to connect to a mast that’s not working when there another one apparently that it could connect to? But the only way is to factory reset and they will send an update to the hub!

this recent issue states there was a problem in the area just like there was in December but it’s all fixed it’s now been 2 days without connection to the site until I am able to physical get there and do a reset!

Re: 4gee mobile broadband no internet connection

Peter_W — Tue, 04 Feb 2025 16:32:07 GMT

Hi @Sherstone, we can't say for sure via the Community regarding what's going on in the area, but a full factory reset does sound quite drastic for a network issue.

Sometimes if there's a site down, all the users that would normally be served by that site instead need to connect to one of the other masts in the area.
This creates congestion on a network, so with mobile users we often recommend rebooting or disconnecting and reconnecting from the network can help restore your connection.

The resets could potentially be linked with that, but as @bristolian mentioned we'd expect all devices in the same area to be similarly affected.

If you get back in touch with our technical team, they'll be the guys best equipped to help investigate this with your further.

Re: 4gee mobile broadband no internet connection

bristolian — Tue, 04 Feb 2025 16:46:34 GMT

@Sherstone wrote:

I have no idea what EE are playing at to me it don’t make sense, why would the hub be trying to connect to a mast that’s not working when there another one apparently that it could connect to? But the only way is to factory reset and they will send an update to the hub!

If a reset of your device resolves an issue temporarily, it's less likely to be a network issue and more likely a device one. The idea of "reconnecting" or "refreshing a connection" is a bit of a fallacy on an engineering level. Toggling flight mode after a long period without coverage can sometimes regain service quicker than just waiting, but otherwise, there's a constant dialogue between a mobile device and serving network, to ensure the best radio conditions without needing user intervention.

Re: 4gee mobile broadband no internet connection

Sherstone — Tue, 04 Feb 2025 17:09:43 GMT

I’m steering to think it’s the EE hub it has the EE DATA sim in and I just can’t understand why it’s not trying itself to establish a connection! Why isn’t it retrying to find a network? Why does it need factory reset each time to do that!

the device is in the WR6 area and there is very good indoor and outdoor EE service, I’ve never heard anyone else in the area having to do what I am having to do.

Re: 4gee mobile broadband no internet connection

Sherstone — Tue, 04 Feb 2025 18:50:35 GMT

Just spoke to technical support and surprise surprise they said the same thing factory reset the device and they will send a network refresh to the data SIM card! This is not a solution to the issues and just seems like the following protocol as he did say if it happens again the 3rd time we will escalate to level 2! TBH I shouldn’t have to have a 1st time never mind a 3rd time!

Re: 4gee mobile broadband no internet connection

Leanne_T — Wed, 05 Feb 2025 08:06:14 GMT

Hi there @Sherstone

Thanks for coming back to us.

I am sorry this does keep happening and if this continues, please get back i touch with the technical support guides they will continue the diagnostics and let you know what is needed to get this resolved.

Thanks very much.

Leanne.

Re: 4gee mobile broadband no internet connection

Sherstone — Wed, 05 Feb 2025 08:25:14 GMT

how many times do I have to report it to get it actually diagnosed and fixed, it does not make sense to me at all….. it should be able to re establish a connection by itself and not need repeated factory resets, basically every time there’s a network issue it needs a factory reset to find a mast to connect to what’s the point of that! If this is not normal then the hub needs replacing but I have to wait for the 3rd outage to reach level 2 support whatever that is supposed to mean.

Re: 4gee mobile broadband no internet connection

Leanne_T — Wed, 05 Feb 2025 08:28:59 GMT

Hi @Sherstone

I understand how frustrating this would be for you and I am sorry this is needed for our technical support guides to raise this to the next level team for investigations.

Hopefully this won't happen again and no more factory resets will be needed, however, if you would like to discuss your options for the WiFi device please get back in touch.

Thanks.

Leanne.

Re: 4gee mobile broadband no internet connection

Sherstone — Wed, 05 Feb 2025 09:29:08 GMT

Get back in touch with who?

Re: 4gee mobile broadband no internet connection

Leanne_T — Wed, 05 Feb 2025 09:38:28 GMT

Hi @Sherstone

You can get back in touch with our technical support guides and you can also find full contact details on the Contact Us page.

Leanne.

Re: 4gee mobile broadband no internet connection

Sherstone — Sat, 08 Feb 2025 09:18:11 GMT

So on Wednesday I reset the hub and the internet came back on….. today this morning the same thing has happened again no internet connection I have checked the service status and all seems good apparently! Clearly something isn’t right here is it?

Re: 4gee mobile broadband no internet connection

Rach_H — Sat, 08 Feb 2025 14:01:34 GMT

Have you spoken with our Technical experts about this again @Sherstone?

Rach