Poor wi fi coverage

[Scouser]

I have the EE smart hub plus router changed from the old EE router in May the speeds coming into the house consistently over 500mps but since I've been using this router have had to phone tech support frequently as my WiFi speeds to all my devices keep dropping or disconnecting from my devices I find turning the router of at the plug for a few minutes sorts the problem out for a few weeks but have been having to turn the router off every few days now as the WiFi speeds keep dropping and disconnecting from my devices each time I phone the EE support they tinker with the router settings which helps for a few days then the same problem starts over again can anyone help or advise with this problem as I just keep going in circles when I phone EE about this

[Michael_D · Accepted solution]

Hi @Scouser 

Thanks for coming to the community.

I can understand your frustration at the connection dropping, especially if you have been in touch with our technical guides about this.

If you are continuing to see this happen, the best option would be to speak to the team again. 

If they haven't already, I'd recommend asking them to open a complaint so this can be updated with what is happening until they are able to get a resolution.

Michael

[Scouser]

Thanks for your help sounds like a good option thank you

[Michael_D]

My pleasure @Scouser. Please keep us posted with how you get on. 

Michael

[Scouser]

So instead of opening a complaint I decided to ring one more time yesterday and if that didn't go well I was going to go down the complaint road. The guy I got through to yesterday afternoon decided an engineer out to look at the router would solve the problem as if it was meant to be there was a free slot for today so booked the slot then got a text today to say unfortunately the engineer was unable to make it today and to contact EE to get another slot booked phoned after work today and was told I don't need an engineer but that I was best to turn my router off for a couple of minutes every week and that should sort my issue out so told the girl I spoke to I would try that and see if it worked are not. Just wondering have you heard of this solution to fix an issue like this before or am I best going down the complaint road. Any more advice would be very welcome please 

[Peter_W]

Good morning @Scouser.

Whilst this may temporarily ease your issues, it doesn't sound like a long term solution.

You yourself have noted that other Hubs have worked without issue in the past, and without the need to do this, so I would expect the same with this model.

It's absolutely up to you, you could give this a try, but if you remain unhappy and want a longer term solution, the complaints option @Michael_D mentioned is definitely a good way forwards.

Peter

[Scouser]

Thanks for the advice mate

[Scouser]

So I decided to open up a complaint just of the phone with a guy about my complaint he done a speed test and everything was good coming into the house and has told me to ring when the WiFi speeds from the router again so then someone can help with this ie book an engineer again are something else the problem being the speeds have always been great coming into the house the problem is from the router and having to switch it on and off so he gave me a no. to ring when the WiFi speeds drop again and closed the complaint any ideas on what my next step should be especially if the WiFi drops outside the EE opening hours 

[Scouser]

Sorry any help would be much appreciated please

[Leanne_T]

Hi @Scouser 

Thanks for coming back to us. 

If the complaint has been closed, you can reopen the complaint within 28 days, please see our EE Complaints Code of Practice page for more information. 

If the WiFi drops outside of opening hours, you can make a note of the time and let the team know when they are available. If you would like to discuss the WiFi connection or the closed complaint in more detail, please get back in touch and the team will be happy to help 🙂

Thanks. 

Leanne.