topic Re: 4G SmartHub Disconnecting from internet every few days in Mobile Broadband

Re: 4G SmartHub Disconnecting from internet every few days

NotanEEfan999 — Fri, 01 Aug 2025 06:07:57 GMT

I’m having the same issue. All lights say it’s Ok but the 4g router is not connected to the internet.

Calling EE support is pointless as they are never open when this happens. To be fair when they are open they are pretty useless as well. I’ve contacted them multiple times and been promised a call back the next day to see if it’s working Ok. Guess what!! Never get that call back, quel surprise!!
Customer service does not exist with this company. They take your money and do not provide the service you are paying for.
Customer support is useless as they don’t seem to have people who understand the services they are selling. Sometimes the staff on customer support genuinely seem to try and help but they are not technically trained enough. When you get to bathe next level of support they are sometimes quite condescending and arrogant.
Last time I called they told me that they would need me to send back the router for repair (I only joined this service in March). When I asked how was I supposed to work in the meantime their offer was vague, offering a mini hub. When is asked why don’t you just send a new router told it was not possible and they needed to repair the one I had for some bizarre reason.
Anyway - not happy, not satisfied and switching it all off and on again is not the answer. I can’t do that in the middle of the night or when I’m not at home can I !!!!!!!!

Re: Re: 4G SmartHub Disconnecting from internet every few days

Peter_W — Fri, 01 Aug 2025 13:37:12 GMT

Good afternoon @NotanEEfan999.

Thanks for reaching out to us here on the Community.

Could you please let us know a bit more about what sort of issues you've been experiencing here, and how things were left with you when you last spoke with our team?

Based on what you've mentioned it sounds device-based, which is the reason we would recommend a repair.

Depending on the nature of the fault though, it could be linked with the network / SIM too, and our team would usually run through checks to determine which was most likely.

Peter

Re: Re: 4G SmartHub Disconnecting from internet every few days

NotanEEfan999 — Fri, 01 Aug 2025 13:48:29 GMT

Thanks for the offer Peter. I’m leaving EE following talking to the guides….. again!!!!!

Kind regards
Chris