topic Re: Trouble Connecting Smart Hub Plus Without ONT Modem in Broadband & Landline

Trouble Connecting Smart Hub Plus Without ONT Modem

bbsbba — Thu, 27 Mar 2025 11:12:39 GMT

Hi,

I recently joined the plan and received the Smart Hub Plus. I’m trying to set it up using this guide: https://community.ee.co.uk/t5/Broadband-Landline/Need-Help-with-Your-Home-Broadband-Speed-or-Connection/td-p/547909, but I can’t connect the red line to the socket as shown. My home, rented since last month, doesn’t have an ONT modem. Could you please advise on how to proceed?

Thanks!

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

Mustrum — Thu, 27 Mar 2025 11:28:16 GMT

@bbsbba does it have an Openreach Master Phone socket? Are you able to plug the router into it?

What service did you order?

Have you followed the setup guide? https://ee.co.uk/help/broadband/getting-started/set-up-guide

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

XRaySpeX — Thu, 27 Mar 2025 11:27:01 GMT

You connect the Grey BB port of the router to the BT phone socket on the wall, using a DSL adapter if it only has 1 socket. You should be following Set up Smart Hub Plus on Part Fibre or copper broadband

That article of mine that you quote is not about the initial setting-up of the router but troubleshooting an existing set-up.

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

bbsbba — Thu, 27 Mar 2025 11:31:54 GMT

The socket photo shows no router plugged in. I ordered EE Full Fibre 150.

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

Mustrum — Thu, 27 Mar 2025 11:35:58 GMT

@bbsbba then you will need to contact EE customer services and let the know the ONT is missing so a new one can be installed.

You may also want to speak to yur landlord as if it has been removed by the previous tennant a charge may be due.

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

XRaySpeX — Thu, 27 Mar 2025 11:52:53 GMT

If the ONT is missing then your Full Fibre hasn't yet been installed. When is your 'go live' date?

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

bbsbba — Thu, 27 Mar 2025 11:54:01 GMT

Thanks for the advice! I’ll contact EE customer service to report the missing ONT and request a replacement.

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

bbsbba — Thu, 27 Mar 2025 12:30:45 GMT

Thanks for the reply. My Full Fibre go-live date is next Tuesday. I called EE customer service, and they said to wait until the activation date, then they’ll book an engineer to come to my home and fix it—though I’m not entirely sure about that.

Re: Trouble Connecting Smart Hub Plus Without ONT Modem

XRaySpeX — Thu, 27 Mar 2025 12:38:14 GMT

Then the installation won't be completed until next Tues. incl. provision of the ONT. You'll just have until then. There's nowt you can do just yet.