topic Network Down in Archived Posts

Network Down

Zabrian — Sun, 28 Nov 2021 06:23:55 GMT

I am visiting the UK and the facilities offered bt 4GEE WI-FI MINI seemed adequate for my data requirements over the few weeks I am here.

For 9 days the system worked well then, surprisingly, a message appeared saying I had no data left on the unit. I am not a heavy user but I went and topped up the Gbytes but am still unable to connect.

After 24 hours the WI-FI MINI is still not connecting. I am unable to get an understandable response from the EE website telling me there is or is not a network problem.

To get this message on the net I have had to borrow a neighbour’s Wi-Fi.

is there something I am not doing to resurrect my service or is there a serious problem with the EE network around Tarporley near Chester?

Re: Network Down

Chris_B — Sun, 28 Nov 2021 09:19:06 GMT

@Zabrian You say BT 4GEE WI-FI MINI but what sim is in the device? Is it a BT sim or an EE sim ? BT own EE but they are two separate networks.

Re: Network Down

Zabrian — Sun, 28 Nov 2021 09:49:08 GMT

Hi Chris_B,

The “offered bt” is a typing error, it should be “offered by”.

The 4GEE WI-FI MINI comes as a kit with the associated SIM card in the box, obviously an EE card.

Thanks for the suggestion.

Re: Network Down

Christopher_G — Sun, 28 Nov 2021 12:00:31 GMT

Thanks for clarifying, @Zabrian.

If you go to our add-on status page whilst connected to the 4G device, does it show that you have an allowance left?

Chris

Re: Network Down

Zabrian — Sun, 28 Nov 2021 15:35:02 GMT

Hi Chris,

When the problem started yesterday, there was a message stating I was out of data so I went to the local store and topped up £20 worth of data.

In the settings on my iPad, the Wi-Fi has a tick against the 4GEE but underneath it says “no internet connection”.

I am unable to connect the 4G unit to try your advice, I am using my iPad on a neighbour’s Wi-Fi at the moment for any messages.

Brian

Re: Network Down

Christopher_G — Sun, 28 Nov 2021 15:37:29 GMT

OK thanks, @Zabrian,

Have you tried restarting the router? There should be a button on it.

Chris

Re: Network Down

Zabrian — Sun, 28 Nov 2021 16:09:40 GMT

Hi Chris,

I have done that and had it unplugged for an hour, nothing worked. I will take it to the EE store tomorrow, when they open, to see if they can repair it.

Brian

Re: Network Down

Christopher_G — Mon, 29 Nov 2021 07:47:27 GMT

Fingers crossed they can get it working for you, @Zabrian

Let us know what happens.

Chris

Re: Network Down

Zabrian — Mon, 29 Nov 2021 17:53:31 GMT

Hi Chris,

Went to the EE shop and to be honest I think they were also learning the procedure.

Eventually they logged onto the account associated with my WI-FI MINI and stored there was £20 credit unallocated. Listed on the page were “top up” buttons and I had to select the £20 button and the Gbytes were then credited to my account.

I used the local Co-op to buy the top up, it thus seems that this only credits the account but does not allocate the data - very strange and complicated. You have to be on line to select the data package.

in future I believe online top ups to be the solution.

I think that EE should explain the process in the documentation provided with the product, it would have saved me a lot of time over the weekend. Even the Helpdesk in South Wales could not help.

Bri@n

Re: Network Down

Leanne_T — Tue, 30 Nov 2021 08:18:16 GMT

Hi @Zabrian

Thanks for coming back and letting us know.

Leanne 🙂