EE 5G Router drops connection several times a day

[Swan123]

I bought a new 5G router in July 2025. Ever since, the internet has worked fine some of the time, then intermittently drops out (for 30 seconds or so), and comes back up. Or sometimes we need to reboot it to get it back up. I am unable to get fibre broadband, so I am reliant on mobile broadband, and it is very frustrating. 

I have tried logging it with EE a couple of times and got a message that no problem was found.

I know others have experienced this, as I have seen other posts, but did anyone get a solution to this? Does anyone know anything that will help resolve this issue? Thanks.

[Swan123]

P.s. I saw a post that suggested turning off Mesh. I have done this - to no avail.

[Peter_W]

Welcome to the Community, @Swan123.

Have you had a chance to check your postcode in our network status checker to see if there are any known faults in the area? 

If nothing comes back, there's the option to report this to our team for further investigation, and also register for updates. 

I'd recommend checking to see if any other EE devices are struggling in the same area, too.

Peter

[Swan123]

Hi Peter,

Yes, I have checked in the status checker.

I have also previously reported it and got a message back that no issues were found. I have now reported it again.

I need to find a way to get this resolved as it is so unreliable and I need to work from home. I feel trapped as I have no other provider options but am getting no support from the provider I am paying for a service from.

Thanks,

Corinne

[Swan123]

Hi Peter,

Yes, I have checked in the status checker.

I have also previously reported it and got a message back that no issues were found. I have now reported it again.

I need to find a way to get this resolved as it is so unreliable and I need to work from home. I feel trapped as I have no other provider options but am getting no support from the provider I am paying for a service from.

Thanks,

Corinne

[Alex_H]

@Swan123 Thanks for coming back to confirm those details. I know you have mentioned reporting the issue via the checker, which does go to our network team to monitor for any issues, and they have come back as not seeing any network problems in the area.

Have you called our technical team to run some further diagnostics after that? They will run some checks on your account and go through some troubleshooting steps with the device and SIM for any potential issues there. 

Alex