4gee mobile broadband no internet connection

[Sherstone]

Joined in December 2024 couple of weeks later there seemed to be a network fault in the area and hub had no internet connection, spoke to EE and they asked  me to reset the hub as it maybe trying to connect to a mast that is not working, I did that and internet came back on, now early hours of this morning the same thing has happened apparently service status online mentioned there was a problem in the area so lost connection! As I am not at the location where the hub is I have to visit and attempt to reset again! So why is this happening everything there is a local issue? Seems to be every month so far! Why can’t the hub reconnect to the correct mast itself why does it need a reset all the time? 

[XRaySpeX]

Have you Check service status having given your post code there on the Network Status Checker and reported your problem via that link?

[Sherstone]

Hi 

yrs I have and reported but no response or acknowledgment.  Like I said not the first time it’s happened it seems like a monthly occurrence. 

[Leanne_T]

Hi there @Sherstone 

Thanks for coming to the community and letting us know about the connection issues you have had using the mobile WiFi device. 

Once the area has been looked into, the network team will provide an update via email or text message. If you would like to get this looked into in more detail, please get in touch with our technical support guides who can check the area you are currently, and see if there has been any service problems reported. 

Thanks 🙂

Leanne. 

[Sherstone]

Hi 

I have already mentioned that when I checked it said there was a service issue earlier that day but had been sorted and everything should be back to normal.

my complaint is I have clearly mentioned that this is happening every month and I am having to reset the hub in order to pick up a internet connection? Why isn’t he hub able to do this by itself why does it need a manual reset each time? Like I said joined december and this is the 2nd time it’s happened. 

[Leanne_T]

Hi @Sherstone 

 I am sorry this was needed when signal was lost. If there is an issue in the area and the network team have let you know this is resolved we would advise you to restart the device to see if this helps pick up service in the area. 

Leanne

[bristolian]

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@Sherstone wrote:

hub had no internet connection, spoke to EE and they asked  me to reset the hub as it maybe trying to connect to a mast that is not working

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If the "not working" is that mobile data specifically is affected, then all phones in that site's footprint will also be being affected - there is no way to prevent a device connecting to it without using engineering codes. If the "not working" is that the site is off-air, then it will not be providing any coverage to connect to.

It's an important distinction to make, CS have been known to incorrectly advise that phones can connect to sites that are off-air.

[Sherstone]

Why would you need to reset the router/hub each time I am not talking about rebooting they get me to factory reset it and starts all over again??

my question is if the router lost connection when there was an issue and when EE fixed it why is the router/hub not picking the connection again?? 

How many times am I having to do this factory reset? The current estimate seems be 12 times a year! 

[Sherstone]

I have no idea what EE are playing at to me it don’t make sense, why would the hub be trying to connect to a mast that’s not working when there another one apparently that it could connect to? But the only way is to factory reset and they will send an update to the hub! 

this recent issue states there was a problem in the area just like there was in December but it’s all fixed it’s now been 2 days without connection to the site until I am able to physical get there and do a reset! 

[Peter_W]

Hi @Sherstone, we can't say for sure via the Community regarding what's going on in the area, but a full factory reset does sound quite drastic for a network issue. 

Sometimes if there's a site down, all the users that would normally be served by that site instead need to connect to one of the other masts in the area. 
This creates congestion on a network, so with mobile users we often recommend rebooting or disconnecting and reconnecting from the network can help restore your connection. 

The resets could potentially be linked with that, but as @bristolian mentioned we'd expect all devices in the same area to be similarly affected. 

If you get back in touch with our technical team, they'll be the guys best equipped to help investigate this with your further.