topic Re: Flashing Aqua Smart Hub 5G in Mobile Broadband

Flashing Aqua Smart Hub 5G

TheHedgeFairy — Thu, 25 Apr 2024 06:22:45 GMT

I just got my router yesterday and I have already had some lengthy conversations with the customer service team, and will contact them again today, but I will run through the process as it may help others who encounter this issue. I am using an apple ipad and iphone ( which may/may not effect things)

Once plugged in the green lights do their thing and then it moves to a flashing aqua. The light has never reached the solid aqua state.

Customer services could “see” the router, I was first asked to reset the router using a paper clip in the hole at the back, and this did not resolve the issue.

I was unable to plug in an ethernet cable as my devices do not have an ethernet port.

My devices could “see” the smart hub 5G but I could not connect to it as it was locked. and did not recognise the passwords that came with the router

When I tried to log into the router on Safari search engine, all I got was a list of websites that explained what 192.168.1.1 was but did not link to the router.

I was advised to swop the router chip with my EE mobile phone chip, but all the router did was the same as with its own chip - aqua flashing light never turning to solid aqua.

Customer services then advised me to try the router at a different location, where there may be a better mobile signal. So I drove to my friends house 6 miles away and not located in a valley (my property is in a valley) but same result , persistent flashing aqua.

Came home again and Spoke to customer services again and was informed that actually the router probably was working, just constantly seeking a stronger signal, so I tried it, and yes I can surf the internet and stream programs although I still am unable to log into router and the aqua is still in flashing mode.

This morning device back ups and updates have done their bit overnight, light is still flashing aqua. still unable to log into router.

I will try customer services again . . . hope this path may be helpful to others as the EE suggestions may work for them. I will add any progess if they resolve the situation.

Re: Flashing Aqua Smart Hub 5G

XRaySpeX — Thu, 25 Apr 2024 12:27:21 GMT

@TheHedgeFairy wrote:

When I tried to log into the router on Safari search engine, all I got was a list of websites that explained what 192.168.1.1 was but did not link to the router.

Don't do a search with it but go directly to http://192.168.1.1

Re: Flashing Aqua Smart Hub 5G

TheHedgeFairy — Sat, 27 Apr 2024 11:29:31 GMT

I had tried that already, and what I got was search results, and not the log in interface.

Re: Flashing Aqua Smart Hub 5G

XRaySpeX — Sat, 27 Apr 2024 11:34:43 GMT

Did you click on the link in my post? You shouldn't get search results from that.

Re: Flashing Aqua Smart Hub 5G

TheHedgeFairy — Sat, 27 Apr 2024 11:36:06 GMT

The final customer services person got me to re-set the router (yes, yet again) and I managed to get into the router page, The light stopped flashing for about 36 hours, but it has started flashing again this morning. I think it must be because I am in an are with very poor signal on the cusp of 3 towers with no obvious line of sight, and compounded with a location surrounded by hills. But I am really pleased that I can now get up to 20 mbps.

So anyone with a similar fault I would advise checking with customer services and if your location is similar to mine, it may be just a case of waiting over a few days.

Re: Flashing Aqua Smart Hub 5G

AnnetteWC2 — Tue, 17 Sep 2024 12:55:39 GMT

I have had mine for a few months now and it has never achieved the promised speeds and constantly stops working randomly

No help from Customer services despite many calls but am stuck with a ridiculous contract I can’t seem to get out of an a hub that is pretty much useless

Re: Flashing Aqua Smart Hub 5G

LleoL — Thu, 26 Feb 2026 18:06:14 GMT

Got mine a couple of days ago. Replaced a BT hybrid which always got a good signal albeit with an external aerial. The EE 5G hub gives me speeds of up to 98Mbs but more usually in the 70s and sometimes as low as 30Mbs. But after years of maximum speeds of 14 and more usually 3-5Mbs and dozens of drop outs a day this like manna from heaven.
But the aqua has never gone solid and is flashing. I can log in to the hub and all normal operations using Ethernet and WiFi work flawlessly.
I understood it was possible to attach an external aerial but I cannot see a way to do so. I thought one of the 'guides' had told me there were two coaxial connectors behind a hidden panel but unless it is under the white 'shroud' I don't see where it could be,

Re: Flashing Aqua Smart Hub 5G

Katie_J — Fri, 27 Feb 2026 15:24:20 GMT

Hi @LleoL.

Thanks for to the community.

Please give us a call and one of our guides will be able to look into this for you.

Katie

Re: Flashing Aqua Smart Hub 5G

AlanCo75 — Fri, 28 Aug 2026 18:39:13 GMT

Exactly same thing happening to me. I have been sent not one but two smart hubs. I didn't ask for two.

Both same issue as yourself.

Existing broadband is horrendous.

I am at point of moving suppliers as it is simply unworkable

Re: Flashing Aqua Smart Hub 5G

Christopher_G — Sat, 29 Aug 2026 08:05:02 GMT

Hi @AlanCo75

I'm sorry to hear of your problems with this. I can only recommend speaking with our technical support team again, so that they can try and get this sorted for you.

Keep us posted on what happens please.

Chris

Re: Flashing Aqua Smart Hub 5G

dundonnell — Mon, 28 Sep 2026 10:23:52 GMT

Hi @AlanCo75 & @TheHedgeFairy ,

It sounds like you have received a welcome Text Message which is part of the install and initial setup. You need to log in to the hub on 192.168.1.1 and then read (and / or delete) it.

@LleoL Only the Smart 5G Hub 7 Plus HH72C has ports (4 x SMA) that allow an external Antenna. They are under a removable cover on the rear. The Smart 5G Hub 7 Pro does not.

One last piece of advice, spend some time using your mobile phone to find the best location for the 5G Signal and locate the hub as close as possible to that spot

Nick

Re: Flashing Aqua Smart Hub 5G

LleoL — Mon, 28 Sep 2026 15:49:34 GMT

Thanks for your advice but I am afraid it is all too late! The nearest mast to me stopped working and EE said they did not have permission to go on the land to fix it. Then they told us it was being caused by birds nesting and blocking the signal. Then they said foliage on a nearby tree was blocking the signal. There was no other mast within range.
We had given up BT Broadband as it was unusable and both our mobiles were EE. Classic case of all our eggs in one basket. We had no effective means of communication, no TV, no email, no phone signal. I am a website designer so could no longer work from home. Had to go to the nearest cafe with wifi - 4 miles away.

After six weeks of no progress I gave up and did something I said I would never do.....hello Mr Musk. Six months at 100Mb and almost 100% uptime - for £23 a month - then increased to £35. A no brainer really. EE agreed to let us go without cancellation fees. Then continued to charge us for three months.

All sorted now though.