4g EE router issues

[Angelstar81]

We are having a continuous issue with the 4g router. We will be working away and all of a sudden everything loses connection - phones, computers, tv. The router has all its lights on, our equipment can see the router and shoes signal, but nothing can connect. We have checked and the routers firmware is up to date. The only thing we can do is turn everything off, reset and start again. This is happening several times a day. Starting to regret signing up for a contract, so need help!

[Jon_K]

Hi @Angelstar81.

Welcome to the community.

Is the router always kept in the same place?

Have you tried factory resetting the router?

Jon

[Angelstar81]

Hi Jon

it is, lives on the kitchen windowsill as gets the best signal and best place for everyone to connect to it. Tried a factory reset as well.

it is strange as you can see the router, but when you try to connect says no internet, even though there is signal showing.

the one way to get it working is to reset the router!

[EssexBoyEE]

Which Router is it, full model name or number.

[Angelstar81]

Hi @EssexBoyEE 

it is a 4GEE router.

[EssexBoyEE]

Ok try again,.       ......Which Router is it, full model name and Model number.

[Angelstar81]

@EssexBoyEE that is what it says by model!

[Hillman]

Apologies if this is too late to help.

I had a similar problem and found that the router was faulty. It crashed if both bands 5GHz and 2.4 Ghz were active. I got a replacement after some persuasion and escalating to the proper level of tech support. I was initially told that the fault was due to a problem with the mast which of course, was nonsense. You could try switching of the 2.4 GHz band.

I have had no problems with the replacement which did arrive quickly after EE accepted that the unit was duff.