topic Re: Homehub nightmare! in Archived Posts

Homehub nightmare!

lebarbu — Wed, 10 Jun 2020 11:32:23 GMT

I ordered a Homehub device with 200GB(paid monthly) on Sunday.It arrived on Monday.I had planned to connect all my devices ---2 tablets and a Samsung mobile ) to the same wifi router.So far, I have been able to connect a tablet for a short while, but my mobile has been cut off. I can't make calls or surf the net on it. All my other apps seem to have died. There's no WhatsApp, and when I try to ring out to one of my stored contacts, I get a message saying "Not connected to network".

I spent a considerable amount of time on livechat yesterday, but the agent vanished halfway through solving my problems.I logged out after 45 minutes of silence.Shocking!

Re: Homehub nightmare!

Katie_B — Wed, 10 Jun 2020 11:40:17 GMT

Good Afternoon @lebarbu.

Welcome to the EE Community.

I am sorry to hear this was not resolved yesterday.

What was advised by our online chat team?

What phone are you using?

Speak soon,

Katie 🙂

Re: Homehub nightmare!

XRaySpeX — Wed, 10 Jun 2020 23:53:32 GMT

You can't make calls over WiFi to a mobile router. You need to be connected to the mobile network to make calls. The router is only for providing data & texts for your devices but it should work for those. Have you checked EE network status checker for any problems there & logged yours?

Re: Homehub nightmare!

lebarbu — Thu, 11 Jun 2020 13:16:58 GMT

Hi.

The livechat guy didn't advise anything, as he seems to have vanished midway into our chat. I use a Samsung A3 which has served me well for many months.

I have filled in a form elsewhere on this site, so I am looking forward to a response within 48 hours.

Thanks for your concern.

Re: Homehub nightmare!

lebarbu — Thu, 11 Jun 2020 13:21:35 GMT

I have heckled with the status checker which claims there is no problem in my area. I have also filled out a form to the company.

Thanks.

Re: Homehub nightmare!

lebarbu — Thu, 11 Jun 2020 13:24:12 GMT

Typo alert:"I have checked..."

Re: Homehub nightmare!

Leanne_T — Thu, 11 Jun 2020 14:11:53 GMT

Hi @lebarbu

Thanks for coming back to us.

Can you make calls, send texts and connect to data when you are not connected to the WiFi device?

Have you tried restarting the router and connecting again?

Thanks 🙂

Leanne.

Re: Homehub nightmare!

wardi — Thu, 11 Jun 2020 15:27:10 GMT

lebarbu.. one possibility. If you received a new sim card for your router it could be the case that activating the new sim has accidentally deactivated your phone sim (this happened to me recently when I bought a 4G router). At the time I called EE about it and they put everything right pretty quickly.

If you go into your router settings, under 'Device' it will list the phone number allocated to the router - it should be different to your mobile number.

Re: Homehub nightmare!

lebarbu — Tue, 16 Jun 2020 10:05:35 GMT

Thanks for your help.

I appreciate it greatly.

Re: Homehub nightmare!

lebarbu — Tue, 16 Jun 2020 11:41:32 GMT

I have tried all the above tactics, to no avail.

Re: Homehub nightmare!

James_B — Tue, 16 Jun 2020 12:31:07 GMT

Hi @lebarbu,

It sounds like there are two issues that need to be addressed. Your phone and your 4GEE home router.

Is your phone pay as you go or pay monthly? Can you make calls or send texts when not connected to WiFi?

What happens when you try to connect a device to your home router via WiFi?

Thanks

James

Re: Homehub nightmare!

lebarbu — Tue, 16 Jun 2020 13:45:26 GMT

Hi.

I think I know what the problem is now. I found out from Yeshin, a superb chap on Livechat, that I inserted the wrong simcard (that of my mobile) in the slot of my router. In other words, I have foolishly swapped the sim cards over! My only remaining problem is to take the router into a branch in order for them to help me prise out the simcard. It was easy to slot in, but I am having a problem in withdrawing it.

Re: Homehub nightmare!

James_B — Tue, 16 Jun 2020 13:48:44 GMT

Hi @lebarbu,

I'm glad to hear you have got to the bottom of it.

Thanks for keeping us updated. 🙂

James

Re: Homehub nightmare!

wardi — Tue, 16 Jun 2020 14:56:22 GMT

lebarbu.. if you want to have a go removing the sim from the router yourself I did it this way.. find a fairly small flat blade screwdriver or similar that loosely fits the sim slot. Very gently and slowly push the sim inwards with the end of the screwdriver until you feel the end stop. Then let go and the sim should pop out. Hope that works for you.