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Faulty hub

Jessb6
Investigator
Investigator

‎15-01-2025 08:51 PM

Hi,

I am having real problem with my hub. It only takes someone to slightly move the hub and it resets, sometimes it takes 3 or 4 times of turning everything off and on again before it connects with broadband. What options do I have for my faulty box?

Thanks

0 Helpful
6 REPLIES 6
JimM11
Brilliant Contributor
Brilliant Contributor

‎15-01-2025 08:55 PM - edited ‎15-01-2025 08:56 PM

@Jessb6 What hub is it? label on it will have the model! Post a picture if you do not want to disturb it.

Chris_B
EE Community Star
EE Community Star

‎15-01-2025 09:06 PM

@Jessb6  Have you double checked the power cable to the hub to make sure it’s plugged all the way in.  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Jessb6
Investigator
Investigator
In response to JimM11

‎15-01-2025 09:08 PM

It is a Smart Hub SH31B. F5394-CP EE

I was nervous even to pick it up in case it turned off again!

Sent from my iPhone
0 Helpful
Jessb6
Investigator
Investigator
In response to Chris_B

‎15-01-2025 09:10 PM

Thanks, I have done. It is definitely in fully. 

0 Helpful
JimM11
Brilliant Contributor
Brilliant Contributor
In response to Jessb6

‎15-01-2025 09:12 PM

@Jessb6 Delicate small plug for that router, also you do not have it plugged into a cheap extension cord, those sockets can sometimes be really bad with poor connections on the mains side, and as @Chris_B said it's pushed home firmly.

Is it a new EE Smarthub+ or have you had it for a little while.

Mustrum
EE Community Star
EE Community Star
In response to Jessb6

‎15-01-2025 09:50 PM

@Jessb6   Lines are closed now, but it sounds like you need to give customer services a call and ask for a new router. 

Some options:

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.
  1. We’ll run tests on your connection to find out what’s going on.
  2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
  3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.
 

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Call us

 

Our lines are currently closed.

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