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Router not switching on

bwrighteyd
Investigator
Investigator

‎12-12-2025 07:03 PM

 

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Hi community! 

I have tried to speak to customer services and get told I need an engineer but I don't think I do. 

Earlier today my electric went so stopped power to the hub, it came back on and flashed a lot but then wouldn't switch on at all so I am assuming that this is more of an electrical fault than an inter etc fault as its doesnt turn on at all now. Am I right or no? 

 

Would I be best taking the router to the EE store to look at tomorow? Thank you in advance x

0 Helpful
10 REPLIES 10
XRaySpeX
EE Community Star
EE Community Star

‎12-12-2025 07:22 PM

Sounds like it's had it! Call CS for a replacement.

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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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chrisjp1
Established Contributor
Established Contributor

‎12-12-2025 07:55 PM

When your electricity went off  and then back on, there was probably a power surge which fried your Hub.

Probably worth taking it to an EE store for a possible replacement, but not sure they can do this because they seem biased towards mobile phones.

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chrisjp1
Established Contributor
Established Contributor
In response to chrisjp1

‎12-12-2025 07:57 PM

Oh..and since it was probably a power surge, EE might say the Hub was rendered inoperative through no fault of theirs - that is it's your fault!

But be aware that a quick search online will show up EE Hubs for sale for £20 or less.

0 Helpful
Matt_124
EE Community Star
EE Community Star
In response to chrisjp1

‎12-12-2025 09:02 PM

EE Retail stores do not stock these Hubs locally.

The correct procedure is to contact EE Customer Services who will dispatch a replacement.

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chrisjp1
Established Contributor
Established Contributor
In response to Matt_124

‎12-12-2025 09:25 PM

But they'll probably insist on sending out an "engineer" to confirm the Hub won't turn on before agreeing to send a replacement. 

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JimM11
Community Hero
Community Hero

‎12-12-2025 09:48 PM

@bwrighteyd When you first switch it on do you get some light indication on it before it fails connection and then turns itself off say after a couple off minutes booting up? OR just nothing at all now!

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XRaySpeX
EE Community Star
EE Community Star
In response to chrisjp1

‎12-12-2025 10:20 PM

@chrisjp1 : EE'll always send out a replacement on the off-chance rather than do any proper investigation.

Why pay £20 when EE'll will replace a loaned 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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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
bwrighteyd
Investigator
Investigator

‎13-12-2025 08:27 AM

Thank you all! I have tried customer services but I just get the bot chat that doesn't let me explain the issue, I can't actually speak to a person. I thought the chances are it had fried it. I've tried using the wifi extender with the cable to the hub and that works fine. I will try going in store today as all we're closed last night and hope they can help. If they cant replace there and then will see if they can order something for me. x

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JimM11
Community Hero
Community Hero
In response to bwrighteyd

‎13-12-2025 09:54 AM

@bwrighteyd See the reply from @Matt_124 , you are wasting your time but it's your choice!

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