5G router keeps losing internet - support issues

[penport]

I'm having to reboot my 5G router a couple of times a day as it intermittently loses internet connection.

Following a reboot all is well until the next time.....

I've had the router for about 6 months and it's been very reliable until now, I haven't physically moved it or many any config changes.

Any suggestions?

Phoning 150 just gets me (eventually) to the automated service that checks my line (surely my mobile phone line, not the router) and then hangs up. Arghhhh

[EssexBoyEE · Accepted solution]

@penport wrote -  I'm having to reboot my 5G router a couple of times a day as it intermittently loses internet connection.

@penport  wrote -  Phoning 150 just gets me (eventually) to the automated service that checks my line (surely my mobile phone line, not the router) and then hangs up. Arghhhh

Can you confirm which Router you are using, ie, a 5G Mobile Router thats using a Sim? or a 5Ghz Fixed Broadband Router ? 

Also the Routers Model Number would be good. 

[penport]

Hi

Yes it has a micro SIM - model is labelled '5G EE Router' - no number

Would it's serial number help?

Thanks

[EssexBoyEE]

@penport-  Would it's serial number help?

Probably not, there should be a make or model number somewhere on the Device?, is it a current 5GEE Model? can you point or post a link to the Unit on the EE Shop Webpage?

First two things to do is to, 1, go the the EE Coverage Checker https://coverage.ee.co.uk/coverage/ee and enter your Post Code to check the Coverage options within your Area, 2, Login into the Admin Web UI of the Router, there should be some sort of Status Page regarding your Received Signal Status, ie, xx dbm Values for things like RSSI, RSRP, RSRQ, SNIR etc, can you post up any info, or Pic up the whole Page, (Without any Personal Info like Phone and IMEI Numbers)  

[penport]

Please see screenshot:

[penport]

[EssexBoyEE]

Cant see the Pic yet as it will need Admin Approval for Public viewing.

Im personally about to walk out of the door soon so will look at it a bit later.

[penport]

Thanks EssexBoyEE

It looks like I have poor reception.

Image above shows RSRP -86 dBm and RSSI -80 dBm

I have now moved the router upstairs and it's marginally improved to RSRP -91 and RSSI -84

Perhaps I need to invest in an external aerial?

Is there a specific make/model recommended?

Many thanks for your help

[penport]

After some research I realise I need readings closer to zero - so I've experimented with router position and the best I can get is:

RSRP: -83 dBm

RSSI: -77 dBm

[EssexBoyEE]

Correct, don't worry too much about RSSI, the two important ones are RSRP and SNIR, ie. RSRP is a negative value and SNIR is a positive value, so in on the order  above -85 and 15, are both better than -93 and 10.