topic Re: I'm looking for help in Broadband & Landline

I'm looking for help

AngelikaGaszak — Fri, 04 Sep 2026 16:20:05 GMT

Hello everyone, I'm looking for help with WI-FI. I have a Hub 7 Pro modem at home that stopped working. EE replaced it with a new one, but I still have the problem. An engineer came to my house who didn't fix anything and said they don't know what happened, and I've been without internet access for 2 weeks now. I should also add that when I call EE, I'm constantly connected to someone else who can't do anything.

Re: I'm looking for help

JimM11 — Fri, 04 Sep 2026 17:05:32 GMT

@AngelikaGaszak As you have the EE Smart Hub 7 Pro hub, you also have an ONT for the full fibre connection.

Please say what the light is like on the EE Hub, and also the three lights for the ONT, those should be Power and PON solid green with the Lan flashing when the EE Hub sends data back/forth between each other.

When you say WiFi that is and will be treated as a wireless type issue only.....

If you have NOTHING at all you need to say Broadband Internet is down.

If you need you home tested, then from your Mobile phone as long as EE knows about it, text the following HELP to 66033, that gets EE moving to test your connection and if needed they will call you back on your mobile also.

Re: I'm looking for help

AngelikaGaszak — Fri, 04 Sep 2026 17:12:42 GMT

The lights on my modem are solid blue and not flashing. My devices can see
the Wi-Fi network, but they cannot connect to it at all and display a "No
internet access" message. EE sent an engineer out, but he said he had no
idea what the issue was. I don't know what else to do, and I'm still being
charged for a service I can't use. I have tried contacting customer support
multiple times, but they keep telling me to do the exact same
troubleshooting steps over and over, insisting that everything looks fine
on their end.

Re: I'm looking for help

bobpullen — Fri, 04 Sep 2026 17:23:45 GMT

@AngelikaGaszak - do you have a device that can be wired to one of the LAN ports on the EE hub? If so, does that work?

Otherwise, what are the lights doing on the Openreach box that is cabled to the WAN port of the EE hub?

Re: I'm looking for help

AngelikaGaszak — Fri, 04 Sep 2026 17:37:42 GMT

Nothing is working. I've tried everything, and the engineer did too.

Re: I'm looking for help

XRaySpeX — Fri, 04 Sep 2026 17:54:18 GMT

So, all the ONT's lights are out?

Re: I'm looking for help

JimM11 — Fri, 04 Sep 2026 19:15:13 GMT

@AngelikaGaszak If you do not know what an ONT is, then take a look at this other link, the most common ones are displayed.

Solved: Re: Smart hub 7 pro delivery. - The EE Community

Edit:- You said from earlier ""The lights on my modem are solid blue and not flashing. My devices can see
the Wi-Fi network, but they cannot connect to it at all and display a "No
internet access" message."" when you say modem do you mean the EE Pro hub has a solid Aqua light......

After this @bobpullen asked do you have 1 single connection that is cabled via Ethernet to the EE Hub, that is asked to rule out Wired/Wireless connection issue.... Solid blue as you say may be Aqua that say's hub is good, connected to the Internet and ALL off your wireless WiFi devices are restricted from going out.

Re: I'm looking for help

bobpullen — Fri, 04 Sep 2026 22:09:45 GMT

@AngelikaGaszak - there is (or should be) a cable plugged into the red socket on the back of your hub. That cable should be plugged into a second box affixed to the wall of your property. What are the lights on that second box doing?