25-08-2018 10:25 AM
Could someone confirm what the latest firmware revision is for the 4GEE Router (HH70VB)?
Mine is showing HH70_E1_02.00_19
I have an email from EE back in June claiming a later version is available. I have never been able to download this update. Unit has been power cycled, reset, full master reset, danced around etc...
25-08-2018 12:52 PM - edited 25-08-2018 12:53 PM
What happens when you check for updates?:
25-08-2018 01:23 PM
I get a message telling me my software is up to date. Hence the question about what the current released firmware version is?
25-08-2018 02:24 PM
There is a later software update, @Peter_O.
We're aware of a small number of customers that have had problems receiving it and are working to get that resolved as soon as possible.
If you're experiencing problems with your service, I recommend getting in touch with technical support team.
25-08-2018 04:35 PM
Thanks, but I think this discussion is now somewhat circular in nature. I have had three conversations with technical support. They can't even confirm firmware versions. The advice I received yesterday/confirmed today, suggested I take my router back to a local EE shop for replacement/repair.
25-08-2018 06:05 PM
That's unlikely to change anything. Hardware on sale in shops is usually behind the curve & the 1st thing they do upon power up is try & update themselves. It'll then be in the same position as your current device.
25-08-2018 11:39 PM
Well, that may be correct. However, this is the next step in the problem resolution approach. If/when it proves to be pointless, I can escalate further.
26-08-2018 10:47 AM
Good Morning @Leanne_T
Many thanks for the advice, however, I have now had three conversations with your technical support team. Their advice is to take it back to an EE shop and request a replacement under warranty.
In none of my three conversations, nor via the community, has anyone yet been able to confirm the actual version of firmware I should be running?
Keeping router firmware up to date is the absolute minimum effort that should be expected in terms of cybersecurity. Given that many users will not actively persue these updates it is worrying that there are likely to be a number of these devices out there running on old firmware. For the most part, most people will be blissfully unaware of this issue.
26-08-2018 11:37 AM
27-08-2018 04:52 PM
Well. That was all a complete waste of time and appalling customer service.
Visited the local EE store who refused point blank to supply a spare unit. Their "excuse" was that their stock is entirely separate to the online stock from which my unit was supplied.
No amount of cajoling or persuasion that whatever EE's internal process issues that this was just poor customer service would change their mind. I had, in their words, been incorrectly advised by the onlibe/phone customer service and must take the matter up with them
To say I am unimpressed would be an understatement. If anyone has contacts at EE who can pick this one up from a customer perspective, I'd appreciate an introduction.
28-08-2018 10:37 PM
Many thanks for the offline assistance and introduction. A replacement router should be arriving tomorrow. Let's see if this helps or it's a more widespread issue with firmare updates. Will post once installed/updated.
29-08-2018 07:44 PM
Good Evening @Christopher_G
Rwplacement router arrived, installed, same issue ;-(
The new router is on the same firmware version as my previous device - HH70_E1_02.00_19. Clicking on update results in a message telling me that my software is up to date.
Any thoughts what I should do with my spare 4GEE outer? 😉
30-08-2018 08:09 AM
We're aware of a small number of customers that have had problems receiving the latest software version and are working to get that resolved as soon as possible.
Other than not being on the latest software, is there a problem with the device? Are you able to connect to the internet and use it normally?
30-08-2018 06:23 PM
I too am in exactly this same position having received yet another email to inform me to update.
Current version is HH70_E1_02.00_19 and my email says to update to version 14.2 !?
Reboot - no joy, Reset - no joy.
I am awaiting a call back having spoken to a 2nd line engineer who is seeking further advice and should be confirming the actual latest firmware version.
30-08-2018 06:27 PM
100% of these routers that I am aware of (that's four in total) cannot be upgraded with the latest firmware. 100% doesn't seem like a "small number" to me. That said, of the four I am aware of three of them were supplied within a few weeks of each other. I guess that makes it possible that there's a production batch with the issue?
Keeping router firmware up to date is pretty much the minumum that should be expected. It would be good therefore if EE would publish data showing the real scale of the issue. I guess that would be somewhere between your "small number" and my "100% failure rate"?