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Smart hub broadband cable

Kingky
Investigator
Investigator

‎27-10-2021 02:10 AM

Set up my WiFi router yesterday at about 11am on EE home app and it said the broadband should be activated by midnight. Its past midnight and the broadband is still not active. When checking the status it said "cable not connected" but all cables are connected correctly. What else could this mean?

Screenshot_20211027-020032_CaptivePortalLogin.jpg

 

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11 REPLIES 11
XRaySpeX
EE Community Star
EE Community Star

‎27-10-2021 02:59 AM - edited ‎27-10-2021 03:49 AM

That's what the Home app says. What does the router itself say its Status is? 

 

Which EE Fibre package have you bought?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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XRaySpeX
EE Community Star
EE Community Star
In response to XRaySpeX

‎27-10-2021 04:48 AM

What light is showing? 

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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Kingky
Investigator
Investigator
In response to XRaySpeX

‎27-10-2021 08:39 AM

Its flashing aqua I tried the test socket method too and that didn't work either 

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Kingky
Investigator
Investigator
In response to Kingky

‎27-10-2021 08:41 AM

The broadband is the standard fibre

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XRaySpeX
EE Community Star
EE Community Star
In response to Kingky

‎27-10-2021 08:51 AM

Flashing Aqua means there is no BB detected on the line. A missing or disconnected DSL cable would obviously have the same effect.

 

How come you have the Smart Router rather than the Smart Hub for standard Fibre?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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Kingky
Investigator
Investigator
In response to XRaySpeX

‎27-10-2021 09:23 AM

My apologies meant smart hub and everything is properly connected so I'm unsure why it's not working. Already received the message from EE saying my broadband is active now so I should be able to use it since it's been 24 hours since I received that message. Don't know why it's not working

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XRaySpeX
EE Community Star
EE Community Star
In response to Kingky

‎27-10-2021 09:32 AM

Your image says it's a Smart Router, not the Smart Hub.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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mikeliuk
Ace Contributor
Ace Contributor
In response to Kingky

‎27-10-2021 09:39 AM

Hi @Kingky ,

 

Hope it's ok I do a quick sanity check. Are you absolutely certain the right cable has been connected according to the provided references such as below? The screenshot provided isn't quite what I would expect if the cable is present.

 

https://ee.co.uk/help/help-new/phones-and-devices/ee/smart-hub#getting-started/set-up-guide

 

https://ee.co.uk/help/help-new/phones-and-devices/ee/smart-hub#getting-started/setting-up-your-hub

 

LightsWhat's happening?What to do
Flashing aqua lightThe Hub is working but the broadband cable isn’t connectedCheck the broadband cable (black with grey ends) is plugged in correctly and you’re using a filter, if needed

https://ee.co.uk/help/help-new/phones-and-devices/ee/smart-hub#getting-started/setting-up-your-hub

 

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Kingky
Investigator
Investigator
In response to mikeliuk

‎27-10-2021 09:44 AM

20211027_094150.jpg

20211027_094250.jpg

Both are in right place and in correctly