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5G EE Router - randomly drops to 4G, can I fix it on 5G?

scottxs904
Contributor
Contributor

‎10-10-2022 12:02 AM

Hi

I have recently moved to EE 5G with the EE 5G router - I suffered for years with terrible broadband so to see speeds like this I am well happy.

The only downside is the router randomly drops to 4G and seems to stay there until I reset the router, then it goes straight back to 5G.  I have no signal issues, I am getting one bar short of a full 5G connection and I have tried changing the network setting to 5G only in the router config pages but when I do that the router does not seem to be able to connect to the network.

Any ideas?
It is a pain in the bum having to check the router all of the time to see if it has dropped to 4G, I just want it to stay on 5G.

 

30 REPLIES 30
Northerner
EE Community Star
EE Community Star

‎10-10-2022 08:36 AM

Hi @scottxs904 

Your router will automatically connect to the strongest signal. If that's 4G then your 5G signal must be weak. 

Have you checked local coverage and if there are any network issues on EE network status checker?

https://coverage.ee.co.uk/coverage/ee

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
scottxs904
Contributor
Contributor
In response to Northerner

‎10-10-2022 10:47 AM

Hi

 

I am getting four out of five bars when the router is connected to 5G so the signal strength seems fine.

Our area has just moved to 5G and the performance is great for me as I work from home for the NHS.

The router connects to 5G most of the time but occasionally I will have a look at it and it's went to 4G so what I was wondering is there any way to lock the router onto the 5G network?

If I reboot the router it reconnects straight away to 5G.

Cheers

Scott

 

James_B
EE Community Manager
EE Community Manager
In response to scottxs904

‎10-10-2022 11:30 AM

Hi @scottxs904,

Welcome to the EE Community. 🙂

Our Technical Support Team will be happy to look into this issue if you get in touch.

Thanks

James

0 Helpful
scottxs904
Contributor
Contributor
In response to James_B

‎10-10-2022 12:36 PM

Thanks @James_B  - currently waiting in a 50 minute queue.

 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to scottxs904

‎10-10-2022 12:58 PM

Please let us know how you get on @scottxs904

James

0 Helpful
scottxs904
Contributor
Contributor
In response to scottxs904

‎10-10-2022 01:16 PM

Not going well so far, being told there is an intermittent 5G fault in my area since June!

 

0 Helpful
scottxs904
Contributor
Contributor
In response to scottxs904

‎10-10-2022 01:20 PM

scottxs904_0-1665404397260.png

Just been told there is no 5G in my area.🤔

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to scottxs904

‎10-10-2022 01:44 PM

Hi @scottxs904,

What does the coverage checker report for you area?

James

0 Helpful
scottxs904
Contributor
Contributor
In response to scottxs904

‎10-10-2022 01:45 PM

@James_B   Total waste of time, was told there was no 5G in my area the told to take the router and SIM card into a EE shop when there is nothing wrong with the router or SIM card.

I asked if I could try the external antenna and I was told that EE do not supply external antennas!

I work in the NHS and rely on my broadband, I have been with EE for over 20 years and this is terrible customer service.

 

0 Helpful