30-07-2025 09:19 PM
So we had a power cut overnight. Powered everything off then back on again. Initially, the smart hub router worked fine, however, I couldn’t get the 2 booster boxes to connect. Later today, the smart hub keeps loosing connection. EE have said the power supply will be damaged and I’ll need a new one. How is that so when it has power and is working as I’m typing this message.
30-07-2025 09:24 PM - edited 30-07-2025 09:33 PM
@Jnsykes The symptoms for the failed PSU is the Router stays up about 5-10 mins drops off and reconnects, if you have like that then let the Forum know, last post was about 3 weeks ago will find the post and link!
TWO ROUTERS LATER AND STILL NO INTERNET - The EE Community
Hub not connecting. - The EE Community
This one also if you want to read and go get a psu or wait for EE to send!
30-07-2025 09:29 PM
Yeah the connection has dropped after about 5 minutes
30-07-2025 10:56 PM
Our router was dropping too and not connecting to booster. First time help desk could not find a problem and made me feel very inadequate. Happened again at weekend and had a solid green light with intermittent connection. Was told the power plug was faulty as there was a known issue with a batch of them. New cable arrived today. Green light off but still keeps dropping service. Waiting to call tomorrow to complain again!
31-07-2025 06:51 AM - edited 31-07-2025 06:56 AM
@Lodgewoman The PSU fault is a very specific condition, it shows itself as in two methods, the router boots goes into operation then about 5 minutes later it drops out back to green and tries to go back online, sometimes it will do a green/flash white back to green again. At this point the PSU does not have enough power to hold the modem stage in operation and is more common with the SH31B version that has the modem to the fttc copper connection.
By the sound off the fault you have the connection is just dropping off and that can be for other reason's, so best to day what you have Router wise and how it is connected either FTTP for full fibre or FTTC for the partial fibre/copper cable connected to an OR Openreach Master Phone socket!
It also has been established now that it is only the PSU that goes bad and the Router remains in a healthy working condition, but that may not always be the case!
31-07-2025 08:01 AM
Hi I don’t know which connection we have. When installed left connection box off wall, so think engineer needs to return to install properly.
Also if green light issue resolved why still dropping off?
31-07-2025 09:38 AM - edited 31-07-2025 09:42 AM
@Lodgewoman Does the cable from the EE router go to a OR Master phone socket! This link below will give you an idea.