Smart 5G Hub crashing every day

[aionpt]

Hi,

We have three businesses opposite each other in a City Centre unable to get fixed line broadband. We've taken out two 5G business broadband contracts with EE recently and one of the businesses has had a 5G EE broadband contract for a few years.

The original router supplied with the original EE 5G broadband kept going down at least once a day, allowing no devices to connect to the internet via WiFi or Ethernet until the device is restarted. Having had no help from EE we replaced it with a ZTE 5G CPE and put the EE sim card in it and it's been fine since then and never goes down. All three routers are in a high signal 5G area and show full signal strength 5G connections.

The two routers included with the two new contracts are different/newer than the original so I thought they would have resolved these issues, and yet the same thing keeps happening in both locations. At least once a day at different times in different locations the routers go down, a simple power cycle fixes it. Surely this has to be a fault with these devices or the software EE uses with them? EE are completely useless at helping and now we're stuck in contracts with devices that are causing an absolute nightmare because they stop working continuously. Is there anything anyone can suggest that we could do to stop these constantly failing every day?

The owner of the businesses will not accept that he has to pay £250 per location for a replacement router on top of the monthly fee for the EE service when EE are supposed to provide a router suitable for the service.

Thanks

[Katie_B]

Hello @aionpt. 

Thanks for coming to the community. 

I am sorry to hear this has been happening with two of the routers. 

Have you spoke with our technical care team?

Was it them who recommend replacing the routers?

Are you aware when the contracts began?

Katie