topic Re: EE 4G Router awful in Mobile Broadband

EE 4G Router awful

BrinScaff — Tue, 13 Jun 2023 09:41:49 GMT

We live rural and had been recommended to use the EE 4G router for wifi. We were informed that we would have no issues with speed and usage by EE however it is the worst wifi we have ever used.

The download and upload speed is abysmal. The signal drops significantly all the time. We only got this wifi as living rural we had limited options. EE had assured us we would have no issues yet issues is all we have. I do not recommend at all. Hoping to switch to a different company which has far greater broadband for our area.

EE told us to use the connection checker which we did at the time (before installing) and were told that it is the best for where we are, however now comparing to other companies that can provide a better service, EE is significantly the worst for internet.

Re: EE 4G Router awful

Christopher_G — Tue, 13 Jun 2023 12:23:02 GMT

Hi @BrinScaff

Welcome to the community.

I'm sorry to hear that you're having some problems with your service. How long have you had it for? Did you take it out over the phone, website or in store?

Chris

Re: EE 4G Router awful

Chris_B — Tue, 13 Jun 2023 13:30:32 GMT

@BrinScaff The signal checker is a guide and it does say this on there. You probably need an outdoor antenna.

Re: EE 4G Router awful

bristolian — Tue, 13 Jun 2023 21:38:22 GMT

Are you using the router's inbuilt antenna?

What level of service does the coverage checker predict for your area? And what coverage does an EE phone get in the same?

Re: EE 4G Router awful

Mariyam_M — Wed, 28 Jun 2023 04:39:14 GMT

I've been having a similar issue with the connection on my EE router dropping constantly. Have reached out to EE they even sent a new router but it's hopeless.

I mean my upload speed isn't too bad but that's when it actually works and network checker states I should have great speeds ta 4G with no issues indoor or outdoor.

I do think its an issue with the router as I also have my mobile with EE and never have this issue with my mobile data so can't be network connection.

Best thing is wait till contract is up or ring them up and cancel and move to a better provider I think it's still early days for EE launching these products and they have a LONG way to go to perfect this product.

Re: EE 4G Router awful

James_B — Wed, 28 Jun 2023 07:04:39 GMT

Hi @Mariyam_M,

Welcome to the EE Community. 🙂

Have you tried experimenting with where the router is positioned in your home?

James

Re: EE 4G Router awful

Mariyam_M — Wed, 28 Jun 2023 11:30:38 GMT

Hi @James_B,

Yeah it's always plugged in to a power socket by the window at front of the house.

I also don't live in a rural area. I've spoken to the tech team God knows how many times and got nowhere to be honest. Even had a new router go out and EE were cheeky enough to try and get me to pay for it which was ridiculous.

Even a new router hasn't resolved the issue hence why I believe it's an issue with any routers EE make which aren't built for purpose.

I'm tied into a contract which I would never recommend anyone to do for the 4G EE router and plan to leave ASAP.

Re: EE 4G Router awful

James_B — Wed, 28 Jun 2023 12:51:16 GMT

Hi @Mariyam_M,

I'd recommend trying it in a few different spots to see if that improves things.

James

Re: EE 4G Router awful

Linnda — Fri, 15 Sep 2023 08:18:41 GMT

I’m having exactly the same problem. I constantly ring EE and they go through all the same stuff. Itntooo me nearly five minutes to just get this page to load!

The thing I don’t understand is my neighbours, whose house is attached to mine, can get fully working Broadband from EE yet I am constantly told I have to use a router.

Re: EE 4G Router awful

Leanne_T — Fri, 15 Sep 2023 09:39:29 GMT

Hi @Linnda

Do you have a mobile phone with us as well as the WiFi device? If so, does this experience signal issues?

Have you checked the EE Broadband Deals | EE Home Broadband page to see if this is available?

Leanne.

Re: EE 4G Router awful

Linnda — Fri, 15 Sep 2023 14:03:25 GMT

The signal on my mobile phone is fine.

I wouldn't be posting here if I hadn't tried all options, more than once, and rung your customer service countless times, to be told I cannot get Broadband as there is no fibre

It took me nearly two hours to access this site via my router.

Linda

Re: EE 4G Router awful

Leanne_T — Fri, 15 Sep 2023 14:09:00 GMT

I am sorry to hear this @Linnda

Could you try checking the status of the network in your area on our coverage checker please? If you enter your postcode and tap 'check status' Does this show you any reported problems?

Thanks.

Leanne.

Re: EE 4G Router awful

Linnda — Fri, 15 Sep 2023 16:18:41 GMT

I have done that. Quite a few times every day for weeks.

Re: EE 4G Router awful

Christopher_G — Fri, 15 Sep 2023 17:25:21 GMT

Did you get a reply back after you reported it, @Linnda?

Chris

Re: EE 4G Router awful

XRaySpeX — Fri, 15 Sep 2023 19:28:13 GMT

@Linnda : What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: EE 4G Router awful

MidManc23 — Fri, 03 Nov 2023 02:57:03 GMT

I share your pain, this router is garbage.
You want to hear something else an all?
I phoned up BT who EE are partnered with for internet after I got cut off. I was told it would take 2 weeks for an engineer to “test the line” and it would cost me £100 for the privilege. I said no because I did t have the mo et in my bank (how many of us have £100 just sat there in this climate?). I was told that if I could get the money I could just phone up and not have to go through the rigmarole that I had to to get to that point (this was a 30 minute phone call with approx 15 mins placed on hold multiple times.
my Missus le t me the money so I phoned back and the operative had no knowledge of my prior call and had to go through the whole rigmarole Including the 15 mins of hold time (this was a total amount of hold time over three times being placed on) and was told there would be NO £100 charge but it would be still 2 weeks for the engineer to come out to “sort the line out” which tbh I’ve no idea why, they literally cut me off 2 or 3 days prior to me phoning (I paid my outstanding bill but they cut me off anyway I guess). I was quoted £30 a month and I thought happy days, p!ss take on the 2 week wait but whatever. Rolled round to the two week date on weds just gone (1st nov). I phoned BT to confirm the appointment as I’d not heard anything and lo and behold the order had apparently failed as we can’t get the new all singing and dancing copper wire connection in our area but could offer me this 4G router which altogether sounded worse than what I’d ever had before and that I’d not be paying £30 a month but a whopping £50 per month instead. And it’s literally the WORST internet I’ve ever had, it can’t handle me uploading files to the cloud, the signal is constantly dipping in and out which interferes with my Disney plus or YouTube, god knows how bad it’s going to be when my autistic son tries to play on roblox, I’m expecting full on nuclear meltdowns. I’m going to phone them tomorrow with both barrels because even before they cut me off I was only paying £35 for a superior connection, how in this day and age they can’t just reactivate the old line and I carry on as before I really don’t know. I’m pretty sure that if BT or EE can’t meet their end of the deal (70mb speeds my @Rse) then any contract is null and void? If something doesn’t work properly from the get go then your consumer rights have got to dictate you send Amy defective items back. It doesn’t have to be broken to not work properly, nobody should be in the business of eating sh!t!

Re: EE 4G Router awful

Katie_B — Fri, 03 Nov 2023 07:07:59 GMT

Good morning @MidManc23.

Welcome to the EE Community.

I am sorry to hear of your recent experience when trying to set up broadband at your property.

If you are experiencing issues with your 4G router please be sure to give us a call so our technical care team can look into this further.

Katie

Re: EE 4G Router awful

JohnHenderson46 — Sat, 22 Jun 2024 14:49:51 GMT

Couldn't agree more. I got a 4g home hub mobile wifi router early March. As I live inntge country I also got an external aerial in the loft and a ranfe extender since my home, a darm cottage is long and is stone built.

I have 4 devices in my home :-

1. A computer - speeds have improved dramatically over the previous land lineand copper cable.

2. A smart tv in another room. The tv recognises the network but when I stream it says no internet connection.

3. An inverter for solar panels with a phone app, which the router does not recognise despite going through the reconfiguration process repeatedly. So I have no idea as to import and export of electruvity nor usage.

And 4. I have an ev charger in my garage, some distance from my house and again while it does charge after a fashion, i don't get the many benefits I should.

I should also say in general I lose connection more than before.

I have spoken to more than 20 EE technical support team members who have all been extremely polite but of no help. I have paid an it engineer to investigate, to no avail . I've paid to have my inverter reconfigured. I've physically moved my tv, tried other tvs all without any joy. I've even asked for and been given another router. No change.

I have now given up and can only now wait until my contract ends when I will certainly not be renewing with EE. My only fear is that when I move to a new supplier the same problems reappear.

I cannot be the only customer to whom this is happening. My only conclusion is that rather like Horizon, EE know, despite Kevin Bacon and their extensive advertising, that the system doesn't work in rural situations but are unable to fix it.

A very unhappy EE customer.

Re: EE 4G Router awful

Mjclc56 — Sun, 04 Aug 2024 00:27:01 GMT

We use the 4 g hub and it’s terrible. Before I watch tv I have to unplug most other devices in the house. Useless!

shat did you change to!? We are rural too.

Re: EE 4G Router awful

jmass — Fri, 16 Aug 2024 20:17:16 GMT

I agree.

I moved from BT to EE and the EE equipment is awful. Dns issues, speed issues, endless WiFi issues, terrible hub Web interface that always hangs and renders it virtually useless

I'm in the process of asking whether I can go back to my old bt equipment