EE Box Losing Wifi Connection

[Satch72]

My EE box has started to lose its connection to my wifi router. Just now was the 3rd time in 24hrs. Unplugging and restarting the box did not cure it. Each time i have to got into the settings and reconnect the box to the wifi. This last time, it was laborious and didn't want to connect,  i had to go back out, go back in and eventually connected.  Just wondered if others had experienced the same

[Debbie_G · Accepted solution]

Hi @Satch72.

Thanks for coming to the community.

Sorry to hear your EE TV Box has been dropping its Wi‑Fi connection. If it’s happening several times a day and you’re needing to reconnect each time, that’s definitely not expected behaviour.

If you’re connected over Wi‑Fi, could you try switching Wi‑Fi bands? For example, try 2.4GHz if you’re currently on 5GHz, or vice versa, to see if it’s more stable.

If it’s still dropping out after that, please get in touch with our customer support team, so they can take a closer look at what’s happening.

Debbie

[CT71]

I've been getting this for over a month, daily, and nothing gets done about it. Complaints get closed without my permission. Different excuse every time I message them. They're not bothered and it's too expensive for me to come out of contract early

[Leanne_T]

Hi there @CT71 

Which router are you using? How often does this happen? 

What was the last update from our broadband tech guides? 

Leanne.

[CT71]

Smart Hub 6 plus. I get the same routine every time I contact. Restart hub and TV box, raise a complaint, it gets cancelled after 7 days

[RH8EP]

We've had the same problem but today an excellent customer service call handler talked me through setting up 'compatibility mode' on the router. We have old laptops (6-7 years old) and these don't work as well with the new routers.  It was a revelation.  The devices (once signed in to compatibility mode) can chose between the normal or compatibility modes depending on what seems the best signal. Ella in Cardiff was excellent. 

[DarrenDev]

Apologies @CT71 - I should have added a comment here to say that I'd already asked a colleague on Tuesday to check your specific issue.

It's not possible to change the wifi bands used by the TV Box, so there's nothing you can personally do about this other than ensure that your TV Box is within wifi signal range - I can see that your signal is excellent, so that's not the cause.

I'll update here when I know more.

[Satch72]

Thanks,  Debbie. It's still dropping out.

When i go to the wifi settings page and reset the connection, it stays on "checking..." for 5 minutes before it actually reconnects. I'll get with customer support on the phone. Thank you 🙂

[DarrenDev]

Sorry @Satch72 - I hadn't noticed that there were 2 separate reports on this thread. I'd only checked @CT71 

Can I request you not call the helpdesk just yet - they almost certainly won't be able to help, given your description of the issue. 

Let me check with the specialists on Monday to see if it's a known issue first.