ee4g mobile router

[rosie2222]

Hello. I have a 4g mobile ee router that shows the supply as normal... ie the aqua light stays on ...but there is no connection to my laptop. It does this 'shutting down' at least every 24 hours. I have to restart it every time. I have complained about this so many times and got nowhere with 150 staff. Eventually I was told the quality of service 'is what it is' and I must live with it. Tell me ee.... how can you boast that you are the best broadband supplier???  I keep getting spam text messages to the router now and the thing flashes all night keeping me awake. There is no way to block the numbers it seems. Something else for ee to be proud of.  Anyone here got a solution to these problems?

[Christopher_G]

Hi @rosie2222 
Welcome to the community.

Which 4G router do you have? Do you have a problem with the router connecting to any of your other devices?

Could you check your coverage on our coverage checker please? Also, please check to see if there are any known issues in your area on our network status checker.

With the text message issue, it may be worth speaking to our Customer Support team to see if there's a way to turn off text messages from our end, or get the number changed.

Chris

[rosie2222]

It is a standard issue smart 4g hub. Problem is with all connected devices. I have 4g and 5g coverage. Better outdoors; but then I can't work outdoors. There are never any known issues. I have spent HOURS on the phone to 150, your customer support team. There is no way to block the spam. I am left with your ee quote. 'It is what it is' ......and you claim you have awards for the best provider? The others must be pretty useless then.  I cannot change provider because ee have locked me into this restrictive contract and anyway there is no other provider except starlink.  Anyone out there actually got a solution for this??

[rosie2222]

Why change the number. It will just keep happening. That's no solution.

[Ritu_D]

Hi @rosie2222 

I can understand how frustrating this must be and I am sorry you haven't found a resolution. 

As Chris previously mentioned, I would suggest giving our customer service team a call to see if they can look into this for you and find a suitable solution. 

I can understand you feel let down with the situation and you can find information how to make a complaint here: Make a Complaint | Contact Us | EE

Thanks 

Ritu 

[rosie2222]

Thank you for your very kind response. Please could you read my previous replies and offer an effective solution, not so much for me but for the others that follow?  I would so much like to draw your specific attention to .......'I have spent HOURS on the phone to 150'.....  EE are really so very helpful and I wish you all the very best 🙂 xx

[Ritu_D]

Hi @rosie2222  

I am really sorry we don't have account access here on the community, the best people to help you get a resolution is out tech guides. I completely appreciate how frustrating it must be spending hours on the phone trying to get a resolution. 

If you raise a complaint, the team will get back to you and you won't need to call us. 

Ritu