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

[scottxs904]

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.

[James_B]

Hi @scottxs904,

What does the coverage checker report for you area?

Did the Technical Support Team say if you're on the very edge of a 5G area?

James

[scottxs904]

@James I am not on the edge, I asked if I could try the external antenna they they argued with me that they did not do one.

I have been in the chat for almost three hours and no further forward.

[James_B]

Hi @scottxs904,

What does the Coverage Checker report for your area?

Our external antenna installation service can only be ordered at the point of sale with your 5GEE router.

James

[beatcal]

@James_B I have lots of issues with my new 5G EE Router. Several times over an evening I completely lose 5G signal (I live in NW5 North London which is 5G good/excellent in your coverage checker and we have no chance to get fiber). Is this normal?

Also I have my own external antenna (no mast though), would EE install this (providing the mast)?

[James_B]

Hi @beatcal,

Welcome to the EE Community. 🙂

Does the Network Status Checker show report any problems in your area?

Sorry, we don't provide an installation service for customer supplied equipment.

James

[James_B]

That's great @beatcal. It means our network team are aware and investigating.

If you have registered your details with the status checker, you'll receive regular updates.

Thanks

James

[scottxs904]

This is still happening to me, it really is a pain.

Full 5G signal but at random the router drops to 4G and stays there until I reset it.

Any help, please?

[Christopher_G]

Hi @scottxs904

Have you tried speaking with our technical support team again about this?
Chris

[Rob602]

I have exactly the same issue .

Fine for the first 2 months since I got my router - 5GEE 2021 

I have a business contract  , not that it should make any difference apart from the fact that I can end my contract after 12 months, maybe sooner if it’s not resolved.

Just as you described , drops from 5G to 4G and will not switch back unless I reboot.

No problems reported on the signal checker.

My signal level is the same, I’ve been taking regular screen grabs of the status page since I got it.

I contacted technical support this evening, Case ID 19428019

but of course once I rebooted 5G came back.

He wanted to  close the case as solved there and then, which surprised me as nothing was proved fixed.

it’s locked again on 4G and stuck.

Its not signal level because when I reboot the signal level is the same as it’s always been.

I’m running out of options!

[Rob602]

I have the same Issue (see above) 

Spoke to Tech support and it’s not resolved