Connected, no internet

[westonaj1]

Hi, have had a 4G EE Home Router for a couple of years and it has been great where we live with very bad phone line based broadband. Unfortunately it has started playing up and I keep getting "Connected, no internet" or "Connected to device, Can't provide internet" when I try to connect from my Chromebook or Android phone respectively. Have tried a factory reset a couple of times and tried removing the SIM but no luck. Any ideas?

Thanks

Andrew

[XRaySpeX]

Is it on contract or PAYG?

Can you visit http://add-on.ee.co.uk/status from a device connected to your mobile router by WiFi to see your data & credit status as well as its mobile no. at the top? If so, what does it say,  obscuring your mobile no.?

[Peter_W · Accepted solution]

Good afternoon Andrew, welcome to the EE Community 😊

It's definitely worth checking the steps @XRaySpeX has mentioned here to make sure that everything is as it should be with your plan. 

If you haven't already, I'd also recommend taking a look at our network status checker which should give an overview if anything is happening in the area too.

Peter

[westonaj1]

Many thanks for your reply. It is a contract SIM. Have since spoken to tech support tier 2 and they have sent me a replacement SIM as during testing I found my phone SIM worked fine in the router....it was just the router SIM that appeared to be causing issues.

[westonaj1]

Thanks Peter. Turned out to be a problem with the SIM. Hopefully the replacement SIM will continue to work now.

[Debbie_G]

Thanks for getting back to us @westonaj1.

Please let us know how you get on once you have received the replacement SIM card.

Debbie 🙂 

[westonaj1]

Hi Debbie, replacement SIM appears to be working well since i installed it about 6 hours ago.

[Katie_B]

Thanks so much for keeping us updated @westonaj1. 

It's great to hear this is now working. 

Katie