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4GEE Wifi router keeps disconnecting from internet

emeralddude69
Contributor
Contributor

‎09-06-2023 05:06 PM - edited ‎09-06-2023 05:36 PM

Posted before but didn't get any answers.

I have the 4GEE home router connected to a 4G antenna to the roof that's omni directional. It's been fine for the past year but recently I keep getting internet disconnections on Wifi and LAN even as the router reports it's still connected to the internet. I've checked the service in my area and there are no reports of issues.

Every day now the internet will just drop randomly for a 1-2 minutes and come back, despite the antenna being omni directional and pointed at the tower. the consistency I used to have is just gone.See Below my signal statistics reported by the router:

Network type:4G 
RSRP:-75 dBm 
RSSI:-39 dBm 
Band:3 
  

Despite ideal conditions I'm still getting drops despite the router saying it's still connected to the internet and I will lose my work progress and pages will just stop loading randomly.
I've tested with various devices with a Desktop PC connected on LAN and Wifi Devices all will have dropped internet connections at the same time when it goes even as they stay connected on LAN and Wifi.

My guess is there is an issue at the tower still or it might be the device itself getting stuck randomly.

Edit:
Tested with Internal and external antenna as well. Either case the connection to the internet will still randomly drop.

When running a ping test when it happens, pings will time out.

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23 REPLIES 23
Needle
Investigator
Investigator
In response to emeralddude69

‎29-06-2023 12:03 AM

Sadly after getting a brand new sim..the problem is still there…not as extreme but just as irritating. So I will do what the said and take both the hub and the sim card in. When they said how rare and unheard of this problem is, I did tell them how I found many threads reporting the same thing. So hopefully they’ll realise it is a larger issue than they think

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emeralddude69
Contributor
Contributor

‎29-06-2023 09:56 AM

I've managed to record my screen on what I'm experiencing when it goes out. Link > https://streamable.com/5a8pyw

The main thing I want to point out is that I'm running a ping -t command on the command line, you can see it maintains a connection to the internet, but webpages won't load. When this happens during work hours it will of course cut out calls and drops my session.

It's strange because I still get pings but just nothing loads, it's like I'm offline despite the router still reporting I'm online. I'm not data capped since I have unlimited. The logs only report when my machine reconnects as an example today:

29/06/23 09:54
Login successful from 192.168.1.77, 7C:21:4A:4E:CF:46, LT-883WMN3.
29/06/23 09:48
Login successful from 192.168.1.77, 7C:21:4A:4E:CF:46, LT-883WMN3.
29/06/23 09:34
Login successful from 192.168.1.77, 7C:21:4A:4E:CF:46, LT-883WMN3.

 

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CMeis
Visitor

‎03-07-2023 08:36 PM

I have the same issue, started in the last few weeks. Happens multiple times a day, I work from home and keep dropping out of client calls 😫 this is after 2 years of very reliable service despite being in a remote area. 

All devices are affected. I really need to get this fixed for work, so I'd be grateful to hear any fixes that actually work! Who should I contact at EE to sort this out? It's a £60/month product, I'm expecting it to be reliable at the very least... 

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emeralddude69
Contributor
Contributor
In response to CMeis

‎03-07-2023 10:06 PM

Another thread mentioned creating a profile on your router and setting it to IPV4 only and so far I've not had drops. 

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Needle
Investigator
Investigator
In response to CMeis

‎10-08-2023 07:35 AM

Sadly after months my problem has returned. As mentioned above they had no idea what was actually wrong, got a new sim for it…still shocking. Every half hour it drops out. Working from home etc is impossible. £50 a month for no internet is shocking. I’m looking to see if Three’s routers are any better as my 5g/4g in the area is pretty good

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Christopher_G
EE Community Support Team
In response to Needle

‎10-08-2023 07:41 AM

Hi @Needle 

You mentioned that you were planning on taking the equipment into a store. Did you take it in?

Chris

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Doogy
Visitor
In response to Needle

‎09-10-2023 11:07 PM

What !! Rare ??  I have had the same issue twice , this time I have asked them to send a new sim , don’t want to spend my hard earned retirement all day (s) on the phone . 
regards Douglas 

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Richurst
Investigator
Investigator

‎07-11-2024 11:04 AM - edited ‎07-11-2024 11:05 AM

Hi emeralddude69

Did anyone come up with a solution for you in the end? We have the same issue (switched to the EE 4g hub three months ago - excellent coverage but hub drops out and does not reconnect - a simple manual reboot always resolves the issue). Ours seems to do it in the early hours of the morning meaning smart speaker alarms don't go off etc. All very frustrating.

We're convinced it's a hub/SIM issue as the reboot fixes it every time and the signal seems very stable.

Needle
Investigator
Investigator
In response to Richurst

‎07-11-2024 11:37 AM

Hi,

 

They took it away to fiddle with a bluetooth issue and it worked better for a bit. Then back to normal but I’ve moved house and can use ordinary broadband and it’s so much better, faster and cheaper ha.

best of luck 

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Richurst
Investigator
Investigator
In response to Needle

‎07-11-2024 12:04 PM

Seems a bit of an issue with the EE hub doesn't it. 😏 Well done for getting yours sorted but I guess moving house is a bit of an expensive resolution!😂

Thanks for getting back to me.

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