I have the same situation

[losing_hope]

I have the same situation: recommended by BT. Everything was great to start with then weak and unreliable speeds. Various calls to tech seemed to correct the problems for a time. Last time they sent me the new mini hub - hopeless. I’m on my third now. This hub is much worse than the old one, slowing intermittently, dropping the connection to my devices. There seems to be a design fault, plus the new hub doesn’t have an Ethernet connection - although that didn’t make much difference with the old one. I tether my iPhone for Zoom calls now because the hub is so unreliable. I have no problems when I use my phone. I’m not paying £100 for an external antenna. But I am looking around for an alternative service since EE can’t provide one. 

[losing_hope]

I’m now on my third replacement mini hub replacing the old hub. Very poor speeds, drop outs, etc., constantly having to restart or reset to get anything out of it at all. I’m in a rural area, like you, and was recommended by BT to change from standard (copper wire) broadband because it was so bad.

The mini hub has no Ethernet connection so stands even less of a chance of a stable connection. I’ve been on to tech support so many times I’ve lost count. The hub has the problem.

I now tether my iphone for my other devices because the 4G signal to my phone is perfectly fine with no buffering. I’m not sure why I’m keeping my EE account, the router isn’t fit for purpose.

[Leanne_T]

Hi there @losing_hope 

I am sorry you are experiencing these issues with the router and you have had this replaced three times.

To discuss your options, please get back in touch with our technical guides who can get run some troubleshooting and let you know what is needed for the problems you are having. 

Thanks 🙂

Leanne. 

[losing_hope]

Thank you, Leanne. The techies are great and do all they can to help, but it’s pretty hopeless. The last one said I might need an external antenna (£100!), I’m afraid that is impossible. I shall have to find another service which I would rather not do.

Just in case it helps someone else: the first new mini hub died, just would not reset or restart. Today I had the same problem with hub no. 3 when trying to reset, but I took out the battery and unplugged the supply, plugged it back in and it restarted. It might help others who find themselves in this position. But what a performance!

The mini hub is even more unstable than the previous incarnation. My iPhone couldn’t connect this morning again needing a long series of the off/on procedure.

[Leanne_T]

Thanks for coming back to me and sharing this information for anyone else having the same problem @losing_hope 

If you can get in touch when you get the chance, the team will go through all options for you. 

Please keep us updated with how you get on 🙂

Leanne.

[losing_hope]

I took your advice although without much hope. After the usual huffing and puffing, I was put through to Emma, Level 2. She had nothing to offer, no suggestions, everything was working fine from that end so …? I asked about other routers, boosters, anything to avoid having to go elsewhere. Her response was that she’d send for the hub to be returned. I refused that since I’d be left with just tethering for a connection. 
She  was disinterested, unhelpful, and didn’t seem to care that an account might be lost. 

Life is too short for this, Leanne, but thank you for your support. I’m now looking for an alternative, can I use my own equipment with an EE sim and account?

[XRaySpeX]

@losing_hope : You may put your SIM in any device of your choice.

[JohnHenderson46]

I sympathise Emma, but I have to say the sraff I've dealt with on multiple occasions have always been polite and as helpful as they can be, although ultimately useless. I have returned my ee stuff and have gone for a sattelite option with Byrdi. Not sure about that spelling!
John