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EE Smart Hub does not light up

sebsebseb
Contributor
Contributor

‎21-01-2025 09:27 AM

Hi I received my EE Hub and today is the connection date. I unplug my old broadband providers router and plug in the EE Smart Hub as per instructions but nothing lights up. No lights on the front of the broadband modem. I try another plug socket, press the power button on, nothing, off then on, nothing. 
is my cable or broadband modem even working?

 

thanks. 

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10 REPLIES 10
JimM11
Brilliant Contributor
Brilliant Contributor

‎21-01-2025 10:54 AM

@sebsebseb Is it a replacement model that you have for an existing EE Smart Hub, with no lights on it, then either faulty PSU or a faulty router if you know your power sockets are good. Post a picture up.

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WillKirk
Skilled Contributor
Skilled Contributor

‎21-01-2025 11:44 AM

Also, have you used the power supply that came with it? The newer models require 12v still but more umph on the Amps. Older adapters will give 1.5amp and newer routers need 2.5amps

sebsebseb
Contributor
Contributor

‎21-01-2025 12:22 PM

Hi both, yes it’s a new smart plus EE router. Power supply that came with it is plugged in. I wouldn’t risk using anything else. Here’s the photo with it switched on and plugged in. Anything else i need to do besides pressing the on button on the back on and off makes no difference. 

274282dc-8bf6-4a8d-8e31-21c7164501fb.jpeg

 

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to sebsebseb

‎21-01-2025 01:02 PM - edited ‎21-01-2025 01:28 PM

@sebsebseb Pictures take some time to be cleared, plugged in to the power, the power adapter cable plugged into the router, switch on the back of the router pushed on, and it stay's in then EE router fires up light on the unit goes on and off it goes to join the network. Not getting that then call EE CS and get replacement sorted, link below for the customer number.

If your old ISP is BT that router will work on the EE service. Anyone else post back, possible that the router if it can be changed for user name. password may be able to use as third party temp.

If it is just the EE symbol led that is not working, router takes five minutes to boot, if working in any way, you may be able to see the router ssid as printed on the card back of the router, on device looking for wi-fi, just in case its only a faulty LED.

Contact Us | Help & Support | EE 

JimM11
Brilliant Contributor
Brilliant Contributor
In response to JimM11

‎21-01-2025 04:07 PM

@sebsebseb Right hand square block on the right of the socket, mine looks similar, only difference cable out to the router is right in the centre of the block, not over to the right like yours, is there a label with a part number on it, if so post the detail.

They should be 12V D.C. output and +ve is centre pin if any detail on the block or label of the PSU.

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XRaySpeX
EE Community Star
EE Community Star

‎21-01-2025 05:28 PM - edited ‎21-01-2025 05:29 PM

@sebsebseb wrote:

No lights on the front of the broadband modem. 

Do you mean the ONT modem box fixed to an inner wall by the OR eng. on installation? Which EE BB plan are you on including its speed? 

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 SoGEA > 2025 EE 150 Meg FTTP
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sebsebseb
Contributor
Contributor

‎21-01-2025 10:55 PM - edited ‎21-01-2025 10:56 PM

Thanks for spending time offering suggestions. Turns out EE has a batch of Smart Plus modems which the power connectors are faulty. I found this out speaking to customer support. They were so generous to suggest they would send me a new modem and power supply ‘free of charge’ and no cost to me. Today my new  connection to EE FAILED HARD. the heating hasn’t been on as we use Google Nest. I’ve been at work but partner was at home ill and not tech savvy to turn on mobile hotspot and share mobiles internet to the nest thermostat.  I really hope they refund the cost of the days we are without broadband. What a bag of s.

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to sebsebseb

‎21-01-2025 11:06 PM - edited ‎21-01-2025 11:07 PM

@sebsebseb Thanks for replying and letting the forum know about the PSU batch issue fault. At least you are getting one sent to swap out, and as for free would have liked to seen anything different, compensation good luck with that one, but do watch the billing, they will go with the activation date and i think you said that was today, ideally they should adjust that to when you get online which maybe tomorrow or day after. it's a fight but dig your heals in and it will be frustrating trust me...

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sebsebseb
Contributor
Contributor

‎22-01-2025 08:52 AM

I had today off work so looked into it. It turns out that the plug was a 12v plug that came with the modem. I looked closer and realised I had not slid in the 3 pin UK socket into the power plug unit correctly. it was slightly off. Easy mistake to make at 6am when rushing to get to work the previou day I imagine. I fess up and made a mistake.

Wish I had noticed sooner.

I will contact EE now to let them know the broadband is working and cancel engineer and delivery/return replacement modem.

internet speeds currently 58.75Mbps download and 18.68 Mbps upload on Speedtest by Ookla.

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