New EE smarthub not connecting to websites

IsolatedGran — Tue, 21 Jul 2026 14:05:49 GMT

Moved from Plusnet to EE to get a digital landline which I need. New Smarthub SH35a installed last week Monday. Connected to Internet by engineer. No internet next day engineer came back, said faulty router, ordered new one. New one arrived and installed by engineer on Sat. Said everything working as WhatsApp, YouTube, Facebook all working and could call up Google search page. After he left I realised that I can't get any further than the search page, websites that I then click on come up as "unreachable" on all my devices and laptop. Only an issue with websites, including ironically, ee website. My daughter came to help and has tried all the suggestions on here including Web protect, parental controls, DNS setting to 8.8.8.8 etc. No help. Contacted EE technical yesterday and after 45 mins on phone with them rebooting router, numerous turnings off and on, they have raised it as a faulty and I have to wait 2 days before I can ring back to try to get another engineer out. Lady suggested it was a known fault in the last month that they need to resolve at their end. I have lost confidence that they can resolve it and at 93 years old I need the Internet for food shopping, TV programmes etc. Any helpful advice would be welcome. Thank you in advance.

Re: New EE smarthub not connecting to websites

Peter_W — Tue, 21 Jul 2026 17:20:44 GMT

Welcome to the Community, @IsolatedGran

I'm keen to make sure we're doing all we can to support you with this, so I'm going to pop you over a private message so we can take some more details.

Peter

topic New EE smarthub not connecting to websites in Broadband & Landline

New EE smarthub not connecting to websites

Re: New EE smarthub not connecting to websites