topic Re: Wifi connection to my phone keeps dropping in Archived Posts

Wifi connection to my phone keeps dropping

JasonR7 — Tue, 27 Apr 2021 17:28:29 GMT

I just switched from Sky broadband to EE. It works fine for my personal laptop, work laptop, and streaming to my TV, but for some reason it keeps dropping out with my phone. Sometimes the wifi connection completely drops, and sometimes the internet is very slow despite being connected to the wifi (this is at the same time as I'm using the internet fine on a different device).

Never had this problem with Sky and it's not my phone (which works on wifi fine elsewhere anyway) so I'm assuming it's the EE router. What is going on?

Re: Wifi connection to my phone keeps dropping

XRaySpeX — Tue, 27 Apr 2021 17:44:54 GMT

Which router? Which model phone?

Re: Wifi connection to my phone keeps dropping

JasonR7 — Tue, 27 Apr 2021 17:54:47 GMT

Hi, it's a Brightbox 1(R) according to the box. Phone is a Sony Xperia XZ1 compact.

Thanks.

Re: Wifi connection to my phone keeps dropping

XRaySpeX — Tue, 27 Apr 2021 18:33:58 GMT

Ah, OK, not what I thought it might be to which I do have a solution.

So, you have standard ADSL BB?

Re: Wifi connection to my phone keeps dropping

JasonR7 — Tue, 27 Apr 2021 19:01:39 GMT

Yep, standard old broadband

Re: Wifi connection to my phone keeps dropping

Christopher_G — Thu, 29 Apr 2021 14:17:29 GMT

Hi @JasonR7

Welcome to the community.

Have you spoken to our technical support team? They'll be able to run through some troubleshooting with you and make sure everything's OK from our side.

Chris

Re: Wifi connection to my phone keeps dropping

JasonR7 — Thu, 29 Apr 2021 13:53:09 GMT

How do I contact tech support? (your link just sends me to my Private Messages inbox)

And how is it different to this?

Re: Wifi connection to my phone keeps dropping

XRaySpeX — Thu, 29 Apr 2021 13:59:42 GMT

Call CS on the Freephone no. in my sig.

This is a user discussion forum; that is CS.

Re: Wifi connection to my phone keeps dropping

AlexToleman — Thu, 27 May 2021 08:33:46 GMT

Hi, I have this exact same problem and have done for a long time now, i have tried boosters and extenders but they dont work. The wifi works fine on laptop, Oculus quest2, amazon fire stick and other devices but not on mobile phones. My sons have iphones, my wife and i both have Samsungs and all 4 of them have the same issue where the internet drops or lags, never on any other device.

Do i need a new router? what do i need to do??? thanks

Re: Wifi connection to my phone keeps dropping

James_B — Thu, 27 May 2021 08:49:17 GMT

Hi @AlexToleman,

Welcome to the EE Community. 🙂

Which router do you have? Do the phone's only drop the connection when they are far away from the router?

James

Re: Wifi connection to my phone keeps dropping

XRaySpeX — Thu, 27 May 2021 09:20:51 GMT

You have a Brightbox 1(R) router as well?

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

Re: Wifi connection to my phone keeps dropping

JasonR7 — Fri, 06 Aug 2021 18:13:27 GMT

Just to say that I am still having this issue. I spoke to Tech Support a while back and they did a line check and everything came up ok as far as they could make out.

I think it must just be that the routers are rubbish, the wifi seems fine for my laptops and Roku stick, it's just it won't hold the connection for my phone. My TV is connected to the router via ethernet and that connection seems fine (although I don't use it that much so can't be 100% sure), and all the lights on the router are green.

As I said before, never had any issues with my old Sky router.