topic FAULTY ROUTER CABLE 😡 in Broadband & Landline

FAULTY ROUTER CABLE 😡

C4RLY — Sat, 27 Sep 2025 14:29:15 GMT

So, from 3am this morning my router was playing up. Without any warning whatsoever from yourselves, I find out my router has had a software update and destroyed the power supply. The lights are still on, but nobody home. Not enough power from the unit to give a signal. Consequently I'm without Internet and TV until a new cable arrives. I'm so angry I've put in a formal complaint. WHY when you were aware there was a fault with them was I not sent a replacement? Why have I had to wait until I'm without service. 8 months I've been with EE and I wish I hadn't bothered after this. I've now got to wait many days for a replacement. In future don't use cheap rubbish which fail! I've now paid for 1 from Amazon to arrive tomorrow as I know EE won't send it quickly! I also think it's a disgrace that EE shops don't supply extra power cables and routers in this day and age for this type of screw up!

Re: FAULTY ROUTER CABLE 😡

JimM11 — Sat, 27 Sep 2025 14:20:42 GMT

@C4RLY Getting a software update has nothing to do with a failed PSU!

Re: FAULTY ROUTER CABLE 😡

C4RLY — Sat, 27 Sep 2025 14:26:01 GMT

That's what EE are saying aren't you? You tell them that then, as that's what they told me in technical team!

Re: FAULTY ROUTER CABLE 😡

JimM11 — Sat, 27 Sep 2025 14:38:10 GMT

@C4RLY Posting on the Forum then you are not talking to EE Direct, just customers like your self. See the links about failed PSU and the symptoms that the EE Smarthub+ routers display when the PSU is faulty. A software update if that is what has happened as some are going on just now does occur in the early hours.

Example linked below!

Hub not connecting. - The EE Community

Re: FAULTY ROUTER CABLE 😡

C4RLY — Sat, 27 Sep 2025 14:38:05 GMT

I'm making people aware. There's a recall and that's what they stated has happened 😊

Re: FAULTY ROUTER CABLE 😡

JimM11 — Sat, 27 Sep 2025 14:39:39 GMT

@C4RLY The PSU failing has been going on for months now!

Re: FAULTY ROUTER CABLE 😡

C4RLY — Sat, 27 Sep 2025 14:41:32 GMT

It's extremely annoying! They should have replaced everybody's as soon as they knew. Besides this they should supply them to EE shops so people can get same day replacement. Absolute joke, I'm paying for my own from the amazon so I get one tomorrow!

Re: FAULTY ROUTER CABLE 😡

JimM11 — Sat, 27 Sep 2025 14:45:44 GMT

@C4RLY Been going on 6months now, the link above has the one from amazon should you need to check!

Re: FAULTY ROUTER CABLE 😡

C4RLY — Sat, 27 Sep 2025 18:28:58 GMT

I've faced this problem today! I'm so angry with EE I've put in a formal complaint. Firstly, when they knew of this issue why wasn't everyone's replaced. Secondly, if they're aware and haven't sent everyone a replacement, why haven't the EE shops had supplies so people can get a same day replacement when it happens. I'm now left without Internet over a weekend and no Internet channels, plus everything else it's screws up that connects to WiFi. 8 months I've been with them, and given some tat of a plug which doesn't boot your router! Suprised it hasn't blown up!

Re: FAULTY ROUTER CABLE 😡

Christopher_G — Sun, 28 Sep 2025 08:28:51 GMT

Hi @C4RLY

I'm sorry to hear that you didn't get a replacement power supply. You've done the right thing in opening a complaint, so that it can be looked into further.

Please keep us posted with what happens. Hopefully, the complaint handler can help find a resolution for you.

Chris

Re: FAULTY ROUTER CABLE 😡

C4RLY — Sun, 28 Sep 2025 09:49:08 GMT

Thank you. I'm so angry about it. Having no Internet for 24hrs in this day and age is extremely frustrating. I'm so annoyed at the fact that I wasn't sent a replacement when they knew about it. Instead I've been left without service and several days wait for a replacement. I've had to pay for one from amazon to get today. Beside this, EE knew there were issues, they should have supplied the EE shops with them so people can get same day replacement whe they're faced with this issue! It's disgraceful! They've gone down in my estimations.

Re: FAULTY ROUTER CABLE 😡

JimM11 — Mon, 29 Sep 2025 08:23:02 GMT

@C4RLY Hopefully now you are all up and working fine back on the Internet, there is not much that can be done for the loss of a couple day's with a none functional EE Router it does not matter as no connection!

Re: FAULTY ROUTER CABLE 😡

C4RLY — Mon, 29 Sep 2025 08:28:35 GMT

Oh it does. Not letting it drop!

Re: FAULTY ROUTER CABLE 😡

Nathhaz — Mon, 29 Sep 2025 19:24:53 GMT

Did getting a new cable fix this issue, I'm currently having the same problem and they only just told me there going replace the cable and box, a recall should mean the moment they knew about it they should tell the public not wait till they stack up to do anything. 100% wrong way to go about it. Saving them selves money but no help for the consumers

Re: FAULTY ROUTER CABLE 😡

Chris_B — Mon, 29 Sep 2025 19:35:14 GMT

@Nathhaz EE have been sending out replacements even to those who haven't yet had an issue, Not all boxes/cables have this issue

Im still happy using the original 14+ months now,

Re: FAULTY ROUTER CABLE 😡

C4RLY — Mon, 29 Sep 2025 19:36:55 GMT

I feel your pain! Extremely frustrating. The cable I got from amazon worked! But I'm waiting on a whole new router. They sent a cable Saturday, which I missed delivery today. Then I rang yesterday (Sunday) and went mad at them as initially I thought the new cable from amazon wasn't working and the router was knackered, so they have sent me a new router. Turns out the cable from amazon does work and I'm up and running, but I also have a new router coming tomorrow. I'll be changing the whole lot to be safe. It's disgusting how EE have handled this whole screw up!

Re: FAULTY ROUTER CABLE 😡

C4RLY — Mon, 29 Sep 2025 19:40:02 GMT

That's the annoying thing!! I've lost service and had no clue there were dodgy ones out there. Other customers receive new kit without having a problem 🤦🏻‍♀️. I put it in formal complaint! Such a balls up!!

Re: FAULTY ROUTER CABLE 😡

C4RLY — Mon, 29 Sep 2025 22:01:45 GMT

This is the cable I bought from Amazon next day delivery to get back online and it worked. Now waiting on a whole new router, still changing it regardless it's now working.

https://amzn.eu/d/b8tCIRF

Re: FAULTY ROUTER CABLE 😡

JimM11 — Wed, 01 Oct 2025 07:36:51 GMT

@C4RLY Would be advisable for you to change it now as you have asked for the replacement, allow the system to keep your old ssid/password for easy setup or just NO and do all your devices again to the new EE Router. If you do keep the old be sure to keep the ssid/password written down and in a safe place as you will need those details!

Re: FAULTY ROUTER CABLE 😡

C4RLY — Wed, 01 Oct 2025 17:49:30 GMT

Hiya, still waiting on my router 🤦🏻‍♀️. Hopefully today! I will be setting up whole new kit. I will change network name and password I always do. I just re connect my devices once up and running. Thank you