2021 EE 5G WIFI HUB - Only showing GREEN 4G connection

[ChrisH1968]

Hi, 

I live in central Northampton and have no option (as far as i know) for fibre, and only have an EE 5G WIFI HUB router for internet. Had it 3 years, sat by my window and consistently has BLUE indicators - 5G signal received - GREAT! In the last week, all i can get is GREEN indicators - 4G signal (BLUE 5G shows briefly now and again / sporadically) Have factory reset many times, checked the sim, moved it around....which was pointless, and has not rectified the issue. Not sure if my 2021 router is too old or is malfunctioning / failing. Coverage checker shows GREEN all around me! Extremely frustrated, have reported to EE two days ago, no updates. Not happy! 

[Michael_D · Accepted solution]

Hi @ChrisH1968 

Thanks for coming to the community.

If possible, it is worth trying to put the SIM into a phone to see if the 5G signal comes up on that. If it does, then it looks like it would be device related, and if not it could be the network or the SIM.

When you have looked at the coverage checker and entered your post code, it will show green, as this would be the expected coverage in the area, but underneath the coverage box on the left, there will be a network status, showing if there are any current problems or works in the area.

If there was nothing showing, you can report the problem there. If this where you did report a problem, it can take up to 48 hours for this to be checked out by our network team.

If you get a reply from that saying they cannot find a problem, it is worth giving our tech guides a call, and they can look into this in more depth for you.

Michael

[ChrisH1968]

Hi Michael,

Thanks!

I have done EVERYTHING possible. Rebooted many times, put the sim into my phone - 5G coverage. Moved it around etc.I did pop into the shop to reach out and try for a resolution. Also reported to EE. They replied - no issues found. Nothing i have tried seems to resolve anything. As i said, 3 years, generally excellent. For the last week, 4G at best as it sometimes just drops and crashes through my tv FREELY. I also think its a device fault. However, i did wonder what device i would upgrade to with this being an older model? Knowing my luck, i would have the same issues with a new device!!!! Only one way to find out i guess. I will follow your kind advice, give your tech guys a call. Many thanks indeed for your help and thoughts, very much appreciated

Chris.

[Michael_D]

Thanks for coming back to me @ChrisH1968.

Please keep me updated with how it goes with the tech guides.

Michael