Hi Customer Support,
I have been experiencing very poor mobile broadband internet issues for at least 8+ weeks. I noticed on the HV router that the "red light" was on and checking the UI there was either "no service" or the service was connected, but no internet traffic was being transmitted / received (i.e. external DNS and ping tests failed). The only way I was able to reactivate the service was either to do perform a soft restart from the HV router UI or a hard reset by power off / on. This would last anything from a few minutes to a number of hours. It should be noted that I have been using EE mobile broadband service for 5+ years without any issues.
I reported this officially to EE tech support in early July, who had no knowledge of any issue in this area and effectively "cast serious doubt" on the EE router as it was an old "2017" HV router and therefore considered to be way past its functional service life and that I should replace it (at my expense as it was not part of the service contract).
A few days after this call to the EE help desk I was checking the EE service checker and what do I find, issues now "officially reported" in this area. I attach screenshots denoting the issues.
The issue was officially acknowledged by EE on July 9th with a 16 hour fix time and continues to be officially recognised on the EE service checker as a known issue. I have signed up for "updates" however, I have seen nothing to suggest that the issue is being or has been fixed.
At the moment I am consistently seeing poor internet performance and HV router "up times" ranging from a few minutes to maybe 24 hours. The HV router does attempt to automatically reconnect, however, due to the basic design there is no extensive syslog to denote the connection attempts which would give me more precise details of how often this occurred, times of day and connection time.
I do not believe the HV router is the issue, especially as EE continually recognises an issue exists and yet appears to be doing very little to resolve it.
Please would someone investigate what is actually happening and report back?
Best regards,
DJ
