4GEE router dropping out

[Beagles]

Hello,

Ive had the 4GEE router for a few months now, it keeps dropping out, after a hard reset with a pin for 15 seconds it will work for a while but then start dropping out again. It’s becoming impossible to use Teams, security cameras disconnect and Alexa completely disconnects from the internet. It’s not noticeable when using Wi-Fi on mobile phone. Just seems to drop for a second which is enough to disconnect everything.

Has anyone experienced this and had a solution? Tech support has suggested an external antenna.

[Leanne_T]

Hi there @Beagles

Welcome back to the community.

Are you able to check the postcode where you are having the problem on our coverage checker?

If you select the 'check status' button, it will let you know if we're aware of any problems in the area when this happens.

Leanne

[Beagles]

Hello,

thanks for the reply. Yes we’ve checked and there’s no issues. The tech support checked all our nearby masts and there were no issues with them either. 

[Leanne_T]

Thanks for coming back to me @Beagles

Do you have any other EE devices? if so, does the signal drop for the other device at the same time? 

Leanne 🙂

[Beagles]

It is not noticeable on my EE mobile, it’s the tech that is connected to the Wi-Fi that is mostly affected by the drop such as cameras, laptop, Alexa etc

[Katie_B]

Thanks for confirming @Beagles. 

Are you able to try disconnecting your phone etc and see if the issue persists?

Katie

[Beagles]

Hello

yes we have tried disconnecting our phones. We have done a hard reset to the router too. Nothing seems to help.

[Katie_B]

When you spoke with our technical care team was the advice provided to try an external antenna @Beagles?

Katie

[Beagles]

They have suggested an external antenna but we can’t be sure if it’s the SIM card or the router causing the issue, if it’s either of them then the antenna will not help. I don’t experience any signal drop with my mobile so it must be either the sim or the router

[Leanne_T]

Thanks for coming back to us @Beagles

If you give us another call the team can send you a replacement SIM card to try and see if this helps, if the problem continues this could be the router causing the issue. 

Leanne.