Smart Hub update?

[Buptaboy]

I've had my broadband service with EE for just under 1 year and on Saturday 12/10 it just randomly stopped working while I was out of the house. When I returned home and went to investigate I found the hub was showing a static green light that flashed white after 23 seconds then went off 7 seconds later before restarting the same light cycle (30 second cycle).

After following all the self help guides online and through EE app I contacted them over the phone and the call was ended with them sending me a replacement hub. That arrived today and initially worked (for 15 mins) before doing the exact same thing the old hub was doing. On contacting them again and going through the same process they have now decided to send an engineer out next Monday, 7 days later! In the meantime I am left with no services in my home where virtually everything (entertainment and utility) relies on wifi connection 🤬

Has anyone else experienced this issue or something similar? From what I have researched I believe the hub has some form of firmware update being sent through and it appears to not be accepting the update, possibly a coding issue? 

Any help greatly appreciated!

[Buptaboy]

@Mustrum I took the image with the WAN disconnected. I will try and capture it again in the window of connection I get shortly

[Buptaboy]

@Mustrum @JimM11 Connected and running, for now

[Mustrum]

@JimM11  ok let us know if it lasts this time.

[JimM11]

@Buptaboy So you know, this is the current version of FW for the EE Smarthub+ it was updated around the 18th Aug, yours will probably update sometime if we can keep it up.

Firmware version: r1.35.0-R-1138091-PROD-83002

[Lauren277]

Mine is doing the exact same thing, and I’ve had mine for about 12 months too. 

Did the engineer manage to fix the issue?

Thanks, Lauren.

[JimM11]

@Lauren277 You are better to direct the question at @Buptaboy , he now also get's the notification if not stopped in his settings. Have you followed any of the previous steps advised?

[Farlsborough]

Hi, did you get a resolution to this? Same for me. A reboot gave me ~10 minutes of connection on a couple of times but then faulted again. Brand new hub arrived today - exactly the same. 10 minutes of connection, then solid green light with occasional white flash. So frustrating.

[Lauren277]

Hi, an engineer came out and checked everything, but it was the router that was defective, possibly damaged by a power surge. He ordered me a new one. Problem solved 🙂

[Farlsborough]

Glad you got sorted! Our engineer has just been and problem even weirder: the power source! I have no idea how a power source can work well enough to make the lights turn on but not enough to function properly. But we turned on the new router, still faulting. Replaced power source, turned on no problem. He said they’ve had an email from management about this cropping up a few times in the last few weeks.