4gee mini wifi and network fault

[Sapbloke]

I have a mini 4gee router. It is used in a care home to allow relative to receive pic, texts and video calls. Worked for months. Now the router drops the connection and I am told it is a mast fault. EE won't fix the mast as not many complaints. Mobiles are not getting the drops...only connections via 4gee mini router.

This now leaves relative isolated in care home.  Very isolated and is having mental impact.   The care home WiFi is non existent and can't be used. There is no phone line either.

Any ideas anyone ? EE refusal to fix mast is not good.   Area is TF12 5

[Sapbloke]

Hi  I now have same issue. Every device stops internet connection, except mobile phones using the router.

Did you manage to fix it ?  Any help appreciated. 

[bristolian]

Hi @Sapbloke 

Welcome to the community, and sorry to hear about this.

Firstly you can check for known network faults on the coverage & status checker , selecting "check network". This also includes the facility to report suspected issues that aren't showing, and register for updates on exising faults.

On the point about EE not fixing the apparent fault - without knowing specifics, it's difficult to comment further. But EE certainly don't intentionally let faults go unresolved unless there's a valid reason.

Quite often issues that persist for prolonged periods of time, do so because there is a third party or other external issue which EE may well not have direct control over.

[XRaySpeX]

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@Sapbloke wrote:

Mobiles are not getting the drops...only connections via 4gee mini router.

@Sapbloke wrote:

Every device stops internet connection, except mobile phones using the router.

Which devices are dropping off the router, if it's not mobile phones?

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[Sapbloke]

Laptop and a Komp device...its a no isolation video calling tool for old folks.

I connected laptop , komp, an S20 and iPhone7 to the WiFi on router. All got Internet for 10 or so minutes then the laptop and komp get no Internet. Impossible to reconnect unless do a router reset. Meantime the phones still get the Internet.  And both were in flight mode with only connection to router.

EE tech say its a mast issue but not urgent as noone else complained. I doubt many living near me would have mobile router tbh.  So my relative gets isolated in care home as a result.

[bristolian]

Is there a reason the phones are in flight mode?

If you enable mobile coverage on the phones, do they display signal?

This sounds like an issue of connectivity between the router & individual devices, rather than an EE mobile network fault.

[XRaySpeX]

@bristolian : What does Flight Mode do to a phone's WiFi connectivity, or is only for inhibiting mobile data?

[Sapbloke]

The phones were placed in flight mode to test the connections.  If not in flight mode they would get to Internet on own signal. The test was at EE request to put the 4 devices through mobile router and see results.  Results were the non mobile devices got dropped. Ee then confirmed mast issues where 'load share' meant mobiles had preference...the mast needs fixing but only if major issue in area.

[bristolian]

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@Sapbloke wrote:

Ee then confirmed mast issues where 'load share' meant mobiles had preference...the mast needs fixing but only if major issue in area.

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I'm not sure of the basis on which any EE staff would advise this, but it's not correct. No such preference or priority exists between devices.

@XRaySpeX - Flight mode on a mobile disables all the radios - 2G, 3G, 4G & WiFi. In disabling the mobile connectivity, mobile data is also disabled.

Just to clarify, with mobile connectivity enabled on the phones, they will use data & voice services via the mobile network. This would have no direct impact on other devices that happen to be in the same area. The only indirect impact would be that any data bandwidth being used by the mobile, is unavailable for use by other devices.

[XRaySpeX]

@bristolian : Well, I just tried it on my Galaxy. With Flight Mode ON it's still WiFi'ing happily to my router. So I can't buy that it switches the WiFi radio off, but I do agree that Flight Mode forces Mobile Data OFF.

EDIT: Just rechecked. OK Flight Mode does switch WiFi OFF but you can switch it back on again while Flight Mode remains ON, unlike Mobile Data which is forced to stay OFF.