5gee home router, intermittent connection.

[sea92]

I recently signed up to a 5gee home router, signal strength for 4g is perfect for my area and 5g comes on sometimes, speed tests seem to be on average 70mbps download and 30mbps upload, which would be the best I could get for my area however the connection seems to drop and lag the majority of the time. I'm in an area where I can't recieve fibre so this was my only option to use. The router is placed by a window on the top level of the house and always shows full bar connection even when I am experiencing the issues. Sometimes i can be in a voice call on discord and hear and see streams perfectly but internet pages wont load and my game disconnects/lags and others cant hear me talking. I have searched the forums and tried other solutions to fix it but none of it seems to work.

- I have tried switching it to 4g only and 5g only, also 4g and 5g simultaneously.

- I have tried forcing it to use ipv4 only and also tried forcing it to use ipv6 only

- I have tried disconnecting every other device to limit usage and it still happens.

- I have tried using ethernet only/WiFi only and both at the same time (bought a better ethernet cable incase the previous one wasn't good enough)

- I have tried having it on 2.4ghz and 5ghz only and both simultaneously.

- tried it on different devices through WiFi, on different mobile phones/pc/laptops and still happens.

From other posts I have seen online I feel like it could be an issue with the router itself as the connection always shows to be fine and there is never any outages in my area. I'm unsure what steps I should do to improve this any further. I have been contemplating wether previous older routers will be more stable and stop the disconnections even if the speeds are slower. I have been looking yo see if an external antenna would stabilise the connection or if it would just be another expense and not fix the problem if it is indeed an issue with this model of router.

it is the first time I have tried using an isp that wasn't with a wired router so I'm unsure if this is just normal or if it is actually possible to have a stable connection without it constantly disconnecting even when showing full bar connection on the device. Paying £50 a month on a contract for something that isn't providing me with what I need is making me very stressed and I don't know what to do now. Any help is appreciated, thank you.

[cgs101]

I’d like to add my voice here too, I just got the router and it’s much worse than people here describe. I tried all the suggested fixes and nothing works including multiple restarts, resetting, switching to 4g only, creating ipv4 only profile,checked for updates, changed channel, changed frequency, etc   
it appears the router can’t handle more than 1-2 devices at a time. I lose connection every few minutes and things that need to be on constantly (like homepods) don’t work at all. 

of course I’ll contact support to return the router but I wish EE would stop selling this device 😕

[Leanne_T]

Hi there @cgs101 

I am sorry to hear this, our technical care team will be able to look into this and complete a full diagnostics on the router to see what could be causing these problems for you. 

Leanne.

[cgs101]

First router returned, second router arrived and similar problem.  Connection drops every half an hour and all devices lose connection. The problem goes away after restarting the router but obviously I can’t be doing that all the time. This is so disappointing, EE shouldn’t be selling these. Half an hour on hold again now trying to arrange the return.  What a colossal waste of my time.  I wonder if EE will compensate me?

[PNZR]

It seems very obvious to me that nothing is being done in order to shed some more information on why this service works only intermittently. I find it absolutely ridiculous that when connected to a 3rd party VPN service, the internet connection is many many times more stable and with even higher download/upload rates.

EE, please, provide a fix. It's probably very simple. And actually involve someone who is a subject matter expert on how things are handled in these forums as well.

I'm sure that just like the rest of the people here argumenting against this service, they have already done everything to remedy the solution with the typical diagnostics and return-and-replace strategy. It's evident that these solutions are no solutions at all.

[Leanne_T]

Hi @PNZR 

To get this looked into and reported to the correct team, please get in touch with our technical support team. They will complete a full diagnostics and let you know the next steps for this issue. 

Leanne.