5GEE Router 5G network drop outs

[Xtopher]

Hi all,

Had a 5GEE Router 2021 since Feb 2023, hooked up to external antenna (which previously ran 4G routers), and its been flawless til the last few weeks. I now keep getting random dropouts of internet connection, noticeable as my Sonos stops and Home Assistant dashboards freeze. Sometimes they come back on their own, but often I will have to go into the router GUI and disconnect/reconnect.

All the time the router claims it is connected and on 5G (4 of 5 bars). It has connected to the same mast all the time and the stats don't seem to have changed. We are quite far from the mast but have line of sight as we're on top of a hill and so is the mast and its been solid til now. 

Network name: EE

Network type: 5G

RSRP: -88 dBm

RSSI: -76 dBm

Band: B3+N28

Cell ID: 7388931

Have there been any firmware updates or changes that could have caused it? I did get a text a few weeks back saying they were doing work in the area but I think it started before that. 

Bit annoying this was rock solid and now seems a bit flakey. 

[not2ropey]

I can’t seem to pm you - maybe you need a couple more posts on here before I can. If you can send me a message I’ll give details of the workaround. 
I’m not posting it publicly because I want EE to see how many people are getting this same issue, and admit there’s a problem

[Leanne_T]

Hi @jek2p 

If this has continued after the router has been replaced, please get back in touch with our tech gurus to get this looked into further. 

This is the best way to report the issue you are experiencing as this would be investigated y the correct team.  

Leanne.

[not2ropey]

Hi Leanne_T,

I raised this with your technical support and they never phoned be back or replied to the connection analysis I sent at their request.  I then raised a complaint as was told there was nothing EE can do and that EE would release me from my contract early which is hardly a solution.  I have now been told to contact the company that services your masts:

"In terms of contacting MBNL, you can find the email address for their Community Relations Team within the following link: https://mbnl.co.uk/community-relations/ They can potentially offer a bit more insight on the works completed. "

Why aren't EE doing this for me?  You should get the managers of your technical support team to come on here and answer questions, as they are clearly incapable of running a support service.  First thing they need to do is admit there's an issue with the April-June software updates that were rolled out, which render the 5GEE routers incompatible with your own network.

Simon

[not2ropey]

Hi Everyone,

The workaround for this, as posted by user @Lothian elsewhere on this forum, is to set up a new default profile on your router, with IPv6 turned off.

I've shared this with a few people and it's worked for everyone that's tried it.

Maybe EE technical support could use this info to find a permanent fix?

[B1GFUNKM4CH1N3]

Yes much the same as you external 5G router excellent till three weeks ago, keeps loosing signal up to 30 times a day some times only for 30 seconds  but enough to spoil online gaming or my Wife working from home with business phone calls.

Not really good enough is it EE best 5G provider ????????? 

[Christopher_G]

Hi @B1GFUNKM4CH1N3 

Have you checked the status of your postcode on our coverage checker? It will let you know if we're aware of any issues in your area.

Chris

[B1GFUNKM4CH1N3]

Hi Chris 

I don't know if work was being carried out in my local area but the problem has gone away as quick it arrived, let's hope it stays this way thanks for reaching out I'm chilled out now it is working.

[Leanne_T]

Thanks for coming back and letting us know @B1GFUNKM4CH1N3 

Have a lovely weekend. 

Leanne 🙂

[AlirezaTiTAN]

What helped me with the same issue was turning off mesh-compatible settings and limiting the wifi to either only 2.4ghz or 5ghz, I have no idea how it could've been related but it reduced the disconnections a lot (not fixed completely but MUCH better)