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? 

[bristolian]

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@Sherstone wrote:

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! 

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If a reset of your device resolves an issue temporarily, it's less likely to be a network issue and more likely a device one. The idea of "reconnecting" or "refreshing a connection" is a bit of a fallacy on an engineering level. Toggling flight mode after a long period without coverage can sometimes regain service quicker than just waiting, but otherwise, there's a constant dialogue between a mobile device and serving network, to ensure the best radio conditions without needing user intervention.

[Sherstone]

I’m steering to think it’s the EE hub it has the EE DATA sim in and I just can’t understand why it’s not trying itself to establish a connection! Why isn’t it retrying to find a network? Why does it need factory reset each time to do that! 

the device is in the WR6 area and there is very good indoor and outdoor EE service, I’ve never heard anyone else in the area having to do what I am having to do. 

[Sherstone]

Just spoke to technical support and surprise surprise they said the same thing factory reset the device and they will send a network refresh to the data SIM card! This is not a solution to the issues and just seems like the following protocol as he did say if it happens again the 3rd time we will escalate to level 2! TBH I shouldn’t have to have a 1st time never mind a 3rd time! 

[Leanne_T]

Hi there @Sherstone 

Thanks for coming back to us. 

I am sorry this does keep happening and if this continues, please get back i touch with the technical support guides they will continue the diagnostics and let you know what is needed to get this resolved. 

Thanks very much.

Leanne.

[Sherstone]

Hi

how many times do I have to report it to get it actually diagnosed and fixed,  it does not make sense to me at all….. it should be able to re establish a connection by itself and not need repeated factory resets, basically every time there’s a network issue it needs a factory reset to find a mast to connect to what’s the point of that!  If this is not normal then the hub needs replacing but I have to wait for the 3rd outage to reach level 2 support whatever that is supposed to mean. 

[Leanne_T]

Hi @Sherstone 

I understand how frustrating this would be for you and I am sorry this is needed for our technical support guides to raise this to the next level team for investigations.

Hopefully this won't happen again and no more factory resets will be needed, however, if you would like to discuss your options for the WiFi device please get back in touch. 

Thanks. 

Leanne.

[Sherstone]

Hi 

Get back in touch with who?

[Leanne_T]

Hi @Sherstone 

You can get back in touch with our technical support guides and you can also find full contact details on the Contact Us page. 

Leanne.

[Sherstone]

So on Wednesday I reset the hub and the internet came back on….. today this morning the same thing has happened again no internet connection I have checked the service status and all seems good apparently!  Clearly something isn’t right here is it? 

[Rach_H]

Have you spoken with our Technical experts about this again @Sherstone?

Rach