topic Re: 4gee Frequently Disconnecting in Archived Posts

4gee Frequently Disconnecting

RowanLong — Thu, 21 Jan 2021 12:14:17 GMT

Hello,

I recently started using a 4gee mini device for work and it frequently drops the connection after 45 minutes, sometimes before.

I’m a counsellor using video calls to deliver 50 minute sessions, so it’s more than frustrating to see the meetings suddenly stop at the 45 minute mark. It also looks unprofessional and potentially could be harmful to my clients.

Reading through this forum it seems like a common complaint. Is there a guaranteed fix, or is it a case of joining a new network with more stability?

i appreciate your help on this.

Thank you

Re: 4gee Frequently Disconnecting

Jon_K — Thu, 21 Jan 2021 14:30:37 GMT

Hi @RowanLong.

Welcome to the community.

Does this happen every time you use the device?

What device are you connecting to the 4GEE WiFi?

Jon

Re: 4gee Frequently Disconnecting

RowanLong — Thu, 21 Jan 2021 14:34:40 GMT

Hi @Jon_K

it happens more often than not. I connect an iPad to the WiFi, as well as my iPhone, although the latter is on airplane mode when I’m using the WiFi for video calls on my iPad.

The area I use it in has a low WiFi signal, but it just surprises me that it works for 45 minutes then there are issues.

Thanks

Re: 4gee Frequently Disconnecting

Jon_K — Thu, 21 Jan 2021 15:06:40 GMT

Thanks @RowanLong.

Do both your phone and iPad disconnect after 45 minutes?

Can you try resetting the device using the pin reset button?

Jon

Re: 4gee Frequently Disconnecting

RowanLong — Thu, 21 Jan 2021 15:14:54 GMT

@Jon_K

It happens on both, it just did a few minutes ago as I’m using both at the same time to use WhatsApp on my iPad. The connection drops for a few seconds and I can’t access the Internet. It just comes back on its own.

I tried resetting it earlier after reading a separate post, but no change.

Thanks

Re: 4gee Frequently Disconnecting

Jon_K — Thu, 21 Jan 2021 15:38:46 GMT

Thanks @RowanLong.

Did you press and hold the reset button for 15 seconds?

Do you have any other EE devices?

Jon

Re: 4gee Frequently Disconnecting

RowanLong — Thu, 21 Jan 2021 16:10:56 GMT

@Jon_K do you mean I need to do this every time it drops out? Or just to try it to see if it then subsequently stops dropping out?

I have a router for home broadband too, but it’s a separate line. EE contracts for my wife and I on our phones too.

Thanks

Re: 4gee Frequently Disconnecting

XRaySpeX — Thu, 21 Jan 2021 16:44:10 GMT

You sure it's not the free Zoom session limit? That's about the right duration.

Re: 4gee Frequently Disconnecting

RowanLong — Thu, 21 Jan 2021 16:56:40 GMT

@XRaySpeX That’s only for meetings with 3 or more people, and it happened while I was using WhatsApp earlier too, so I’m sure it’s EE.

Thanks

Re: 4gee Frequently Disconnecting

Christopher_G — Thu, 21 Jan 2021 17:47:25 GMT

I'd recommend speaking to our Tech Gurus so they can run through some troubleshooting on this, @RowanLong.

Hopefully they can help fix this.

Chris

Re: 4gee Frequently Disconnecting

RowanLong — Fri, 22 Jan 2021 17:51:40 GMT

Thank you,

Just as an update, I went into the settings and changed the channel from Auto to 11, plus called the tech team and had my sim reset (I think) which then led to really good service throughout the day. No major interruptions and no disconnections.

However, during the last hour it did cut out again. It has been hammering down with rain, so I wonder if this affected the service.

Re: 4gee Frequently Disconnecting

Christopher_G — Fri, 22 Jan 2021 17:55:53 GMT

Thanks for the update, @RowanLong

Sounds like it's improving. Please keep monitoring and let our techies know if it continues to drop out.

Chris

Re: 4gee Frequently Disconnecting

RowanLong — Fri, 29 Jan 2021 19:48:03 GMT

Just as a further update, changing the WiFi channel worked for about a day, then the same problems started happening again.

Eventually, after realising I was out of options, I bought myself a different mini router (different brand, good reviews) and since using that with my EE SIM card there have been absolutely no issues at all.

I suggest EE invest in some better products too!

Re: 4gee Frequently Disconnecting

BrizzleClive — Sat, 24 Jul 2021 12:10:47 GMT

Which 4g router did you get?

I have the yellow EE one which has been absolute junk from day 1

Waste of money

Techies are useless with their reset and monitor mantra

Re: 4gee Frequently Disconnecting

Christopher_G — Sat, 24 Jul 2021 14:14:08 GMT

Hi @BrizzleClive

Welcome to the community.

Are you having the same problem? What did our technical support team say they think the problem is?

Chris

Re: 4gee Frequently Disconnecting

RowanLong — Sat, 24 Jul 2021 15:08:27 GMT

Hello,

It was a TP-Link one but I’m away from it at the moment so can’t give you the specific model. I’ve had no trouble with it since I bought it though.

Re: 4gee Frequently Disconnecting

BrizzleClive — Sat, 24 Jul 2021 17:38:50 GMT

The usual turn of and on

try reset

blah blah blah

wont get past 35 mins before have to press a button to get it going again

tgrsr things are not fit for purpose and getting the same speech read from a screen by 10 different people does not make it work

you know there is a problem with these things from the numerous posts so try sorting it out instead of blaming user error

Re: 4gee Frequently Disconnecting

Christopher_G — Sun, 25 Jul 2021 07:19:19 GMT

Sorry to hear that, @BrizzleClive

Our technical support team have to run through a diagnostic session with you to find out what's causing the problem. I'm sorry if you've had to answer the same questions more than once.

I've sent you a private message to get some information from you.

Chris