Smart 5GEE hub red internet/globe light periodically comes on, loses connection

[joseph0512]

Bought the Smart 5G EE hub a few days ago, generally works fine however every hour/few hours I will lose connection and the Globe/Internet icon on the Hub will turn red, which according to the manual indicates that the "Internet connection is not ready". Tends to automatically return after a few minutes and switching it on/off seems to speed this up (not 100% sure if this is true or it's just filling time). I'm in an area with good 5G coverage and excellent 4G coverage, so I'm not sure why the connection/router would drop like this. Any help? Thank you!

[joseph0512]

Bought the Smart 5G EE hub a few days ago, generally works fine however every hour/few hours I will lose connection and the Globe/Internet icon on the Hub will turn red, which according to the manual indicates that the "Internet connection is not ready". Tends to automatically return after a few minutes and switching it on/off seems to speed this up (not 100% sure if this is true or it's just filling time). I'm in an area with good 5G coverage and excellent 4G coverage, so I'm not sure why the connection/router would drop like this. Any help? Thank you!

[James_B]

Hi @joseph0512,

Welcome to the EE Community. 🙂

Do you have an EE phone? If you do, does it lose connection at the same time?

James

[joseph0512]

Hi James,

I don't have an EE phone unfortunately. 

Joseph

[James_B]

Does the network status checker report any problems in your area @joseph0512?

James

[joseph0512]

No it seems to be all okay.

[James_B]

Thanks for checking @joseph0512 

I'd recommend using the 'report a problem' button so our network team can take a look at it for you.

Please let us know what response you receive. (It may take a day or two)

James

[joseph0512]

Hi James,

When I try and report a problem it requires me to enter a valid EE phone number. I just have the router, where would I find the phone number if it exists for the router? Thank you!

[XRaySpeX]

The router has a SIM to get onto the mobile network. All SIMs have a unique mobile phone no.

Look at http://add-on.ee.co.uk/status from a device connected to your mobile router by WiFi to see data & credit status as well as its mobile phone no.