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Router not switching on

bwrighteyd
Explorer

‎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
6 REPLIES 6
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
0 Helpful
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.

0 Helpful
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. 

0 Helpful
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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