topic Re: Faulty hub in Broadband & Landline

Faulty hub

Jessb6 — Wed, 15 Jan 2025 20:51:27 GMT

Hi,

I am having real problem with my hub. It only takes someone to slightly move the hub and it resets, sometimes it takes 3 or 4 times of turning everything off and on again before it connects with broadband. What options do I have for my faulty box?

Thanks

Re: Faulty hub

JimM11 — Wed, 15 Jan 2025 20:56:14 GMT

@Jessb6 What hub is it? label on it will have the model! Post a picture if you do not want to disturb it.

Re: Faulty hub

Chris_B — Wed, 15 Jan 2025 21:06:04 GMT

@Jessb6 Have you double checked the power cable to the hub to make sure it’s plugged all the way in.

Re: Faulty hub

Jessb6 — Wed, 15 Jan 2025 21:08:20 GMT

It is a Smart Hub SH31B. F5394-CP EE

I was nervous even to pick it up in case it turned off again!

Sent from my iPhone

Re: Faulty hub

Jessb6 — Wed, 15 Jan 2025 21:10:45 GMT

Thanks, I have done. It is definitely in fully.

Re: Faulty hub

JimM11 — Wed, 15 Jan 2025 21:12:29 GMT

@Jessb6 Delicate small plug for that router, also you do not have it plugged into a cheap extension cord, those sockets can sometimes be really bad with poor connections on the mains side, and as @Chris_B said it's pushed home firmly.

Is it a new EE Smarthub+ or have you had it for a little while.

Re: Faulty hub

Mustrum — Wed, 15 Jan 2025 21:50:15 GMT

@Jessb6 Lines are closed now, but it sounds like you need to give customer services a call and ask for a new router.

Some options:

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:
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Saturday and Sunday, 8am to 8pm

Call us

Our lines are currently closed.

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