topic Re: Smart hub broadband cable in Archived Posts

Smart hub broadband cable

Kingky — Wed, 27 Oct 2021 01:10:17 GMT

Set up my WiFi router yesterday at about 11am on EE home app and it said the broadband should be activated by midnight. Its past midnight and the broadband is still not active. When checking the status it said "cable not connected" but all cables are connected correctly. What else could this mean?

Re: Smart hub broadband cable

XRaySpeX — Wed, 27 Oct 2021 02:49:09 GMT

That's what the Home app says. What does the router itself say its Status is?

Which EE Fibre package have you bought?

Re: Smart hub broadband cable

XRaySpeX — Wed, 27 Oct 2021 03:48:57 GMT

What light is showing?

Re: Smart hub broadband cable

Kingky — Wed, 27 Oct 2021 07:39:53 GMT

Its flashing aqua I tried the test socket method too and that didn't work either

Re: Smart hub broadband cable

Kingky — Wed, 27 Oct 2021 07:41:08 GMT

The broadband is the standard fibre

Re: Smart hub broadband cable

XRaySpeX — Wed, 27 Oct 2021 07:51:23 GMT

Flashing Aqua means there is no BB detected on the line. A missing or disconnected DSL cable would obviously have the same effect.

How come you have the Smart Router rather than the Smart Hub for standard Fibre?

Re: Smart hub broadband cable

Kingky — Wed, 27 Oct 2021 08:23:54 GMT

My apologies meant smart hub and everything is properly connected so I'm unsure why it's not working. Already received the message from EE saying my broadband is active now so I should be able to use it since it's been 24 hours since I received that message. Don't know why it's not working

Re: Smart hub broadband cable

XRaySpeX — Wed, 27 Oct 2021 08:32:37 GMT

Your image says it's a Smart Router, not the Smart Hub.

Re: Smart hub broadband cable

mikeliuk — Wed, 27 Oct 2021 08:39:03 GMT

Hi @Kingky ,

Hope it's ok I do a quick sanity check. Are you absolutely certain the right cable has been connected according to the provided references such as below? The screenshot provided isn't quite what I would expect if the cable is present.

https://ee.co.uk/help/help-new/phones-and-devices/ee/smart-hub#getting-started/set-up-guide

https://ee.co.uk/help/help-new/phones-and-devices/ee/smart-hub#getting-started/setting-up-your-hub

Lights	What's happening?	What to do
Flashing aqua light	The Hub is working but the broadband cable isn’t connected	Check the broadband cable (black with grey ends) is plugged in correctly and you’re using a filter, if needed

https://ee.co.uk/help/help-new/phones-and-devices/ee/smart-hub#getting-started/setting-up-your-hub

Re: Smart hub broadband cable

Kingky — Wed, 27 Oct 2021 08:44:29 GMT

Both are in right place and in correctly

Re: Smart hub broadband cable

XRaySpeX — Wed, 27 Oct 2021 08:45:31 GMT

@mikeliuk : That is not strictly true! Any lack of BB signal on line results in Flashing Aqua.

Re: Smart hub broadband cable

mikeliuk — Wed, 27 Oct 2021 09:34:49 GMT

Hi @Kingky ,

Have you taken a phoneline service and own a wired phone or might borrow a wired phone just to sanity check the line is live or functioning in some minimal way?

I'm assuming you've already unplugged and replugged and switched cable ends around just to ensure the connections mate properly.

The possible problems include

the line,
filter,
cable, and
DSL port.

Each one should be eliminated as the root cause. Did you previously have wired internet at home so should know the line is known-good? Do you have old hardware such as an old filter and DSL router that could be tried to eliminate certain of the above list?