Frequent HH20C Smart Hub 5G dropouts

[sammc007]

I have the HH20C Smart Hub 5G. Wireless broadband has been working more or less fine in the 10 months I've had it. However, over the last week there have been connectivity issues. The internet connection will just drop completely from time to time (every few minutes), then come back again to a decent 50Mbps or more.

Right now, the hub is flashing aqua, i.e. is trying to connect to the network, yet on the web interface it shows a strong 5G signal and fast.com shows 73Mbps download speed. I've power cycled the hub several times over the past few days, but the dropout issue persists.

I don't understand how the LEDs show it as "connecting" yet interface status shows it's connected with good throughput at the moment.

[Northerner]

Hi @sammc007 

Have you checked your local network for issues?

https://ee.co.uk/help/service-status

Thanks 

[sammc007]

Yes, did that a couple of days ago but the response just came back that no problems are in the area. I'll call and speak to EE, if the hub is faulty it's still under warranty as it's less than a year.

[Peter_W]

Thanks for giving that a try @sammc007!
It may be the case that you're on the edge of an outage and there's just a bit of congestion causing these drop outs, or there's a chance that it could be linked with the device / SIM too. 
Our team will be happy to help you get this checked over though, and I'm confident you can get things sorted.

Peter

[sammc007]

My mobile seems to be pretty solid, it's just the broadband via the hub that's the issue. Tried selecting 4G only mode but, the setting didn't take after the hub did its disconnect cycle. Flashing aqua LED still going non stop all day.

[Peter_W]

@sammc007 If that's the case it very much sounds like this is pointing towards the device, but our team will run a range of different checks so we can be 100% sure 😊

Peter