Smart 4G Hub keeps dropping signal

[GuyArnold]

Hello: can anyone help: I have a ee smart 4g hub and the wifi keeps dropping out (usually about 24 hours after it last did it), even though the signal is strong. So I restart it and it works fine immediately. Any suggestions?

[Michael_D]

Hi @GuyArnold 

Welcome to the community.

Do you find that it is happening at the same or similar time each day?

If you look on our network checker, is there any work taking place in the area?

Michael

[GuyArnold]

No it seems to drop every now and then - may go 2 or 3 days between outages - every time there has been good coverage in the area and all I do is restart the hub and all is fine> Should I just get a new hub?

[Peter_W]

Thanks @GuyArnold.

So when this is dropping, is the mobile signal is still showing on the 4G router, and is it staying powered on? 

Is the WiFi signal completely dropping from the connected device too, or is it remaining connected but can't access the internet.

Peter

[GuyArnold]

Yes, the mobile signal still shows and it's staying powerwed on: it looks normal. The connected devices remain connected but can't access the internet: it says 'no internet connection'. Then I restart the router and it's all fine again. Any ideas?

[Peter_W]

Thanks @GuyArnold, which model of 4G router is it you're using here? 

Feel free to post a pic if you're not sure 😊

Peter

[GuyArnold]

Its a HH10E


Kind regards,

Guy

[Peter_W]

Thanks @GuyArnold.

Since you first started noticing these issues, have you had a chance to try a full reset on your Hub?

Use an object like a paper clip or blunt pin to gently press and hold the small reset button for 5 seconds, the EE light will flash green, then off, and solid green while it is restarting.

Peter

[GuyArnold]

Thanks, but I've already done this.

Kind regards,

Guy

[Alex_H]

@GuyArnold Thanks for confirming, there isn't really any individual setting to cause an issue like this. It would be worth checking for any router updates if you have not already on the 192.168.1.1 router admin page. 

The devices do have a 24 month warranty, so depending on when you bought it you may be able to get it looked at and repaired free of charge if the issue continues.

Alex