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]

@JimM11 I have followed your instructions and found that it went....

Static Green 30 seconds

Flashing green 30 Seconds

Flashing orange, more than 10 minutes

Before connecting the WAN back in place the SSID was visible. I have now connected the WAN and it went back to aqua within 30 seconds but is now not visible again 

[JimM11]

@Buptaboy Pull the wan out again, see if the ssid returns and light goes to orange, if it does use http://192.168.1.254 on you browser to see if you can get to the hub manager, if you cannot, same as before but do not connect the wan cable, in the flashing orange connect to the router manager as above.

In all of this have you ever tried to do a reset of the router? Reason why i ask is it looks like your hub is good, but as soon as it tries to connect to the ONT to get on the broadband which it looks like it does, because it turns aqua, that means router is now established and on the internet. 

But after this is established then do not understand why it freezes out the wireless SSID. 

Edit: on your ont the white box, when you connect the wan next time, see if the port light flashes for the ethernet data from router to the ont...

[Buptaboy]

When I went back the router from seeing your last reply I found the hub lights had returned to the 30 second cycle I had initially mentioned and not showing aqua anymore.

I have previously used the reset function on both the hub and the ONT as part of the self help guides I found online but I always get to the same point again with the green light 30 second pattern.

Port light flashed when connecting WAN then went static. Hub remained flashing orange for roughly 15 seconds then went aqua, caused port 1 to flash and go solid. Hub then went static green again for around 20 seconds before flashing around 16 times, causes port to flash then static, hub goes aqua for max 2 seconds and then goes green causing port light to go off, then recycles the same pattern. SSID disappears from connection list shortly after connecting the WAN

I followed as above and that's what I see when I log in to the hub. Not sure what the hybrid connect part is but I'm sure I read somewhere that's what the white light relates to and I'm guessing the fact it's highlighted orange suggests there's an issue with that particular part.

[JimM11]

@Buptaboy When you did the factory reset, held the button for 20 seconds until the light went green and then released the button, let the router reboot, that is the sequence.

If all else fails then it is looking like you have a faulty Smarthub+ router.

The only other test but i do not think it will work is to have EE test the router, with the fact your internet stops think your router is not functioning. Looking like EE CS need to look at it, text help to 66033 from your mobile registered to your account. Time is to short now so you need to do it tomorrow during opening hours.

Text EE for a call back

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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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[Mustrum]

@Buptaboy   from the links I posted earlier, it described the meaning of the LED's

LAN or PORT1-PORT4

• All lights on - Ethernet connection is normal between Openreach fibre modem and hub (Port 1 is where engineer will install).

  There may be a connection problem - check your hub.
• Any lights blinking - Data is being transmitted through the port.

  There may be a connection problem - check your hub.
• All lights off - Ethernet cable to hub is not inserted or broken.

  Check the cable connection at both ends. Try a new cable if needed.

  Have you checked the WAN cable or changed it?

  If that does not work, I think you will need to wait for the new router.

[JimM11]

@Buptaboy Hybrid connect is like a miniature sized hub unit that connects to the lan port of the EE Smarthub+ when the Internet goes off, the mobile 4g signal takes over to supply limited BB and indicated by the white light. As @Mustrum pointed out could be the wan cable, thats why i asked if you saw it flashing, but does not rule it out completely. Not sure if you ever managed to get the hub manager up, with the wan disconnected on http://192.168.1.254 i have never had a hub fail and if it was a failed FW upgrade, but do not know where you got that from, but it can happen, just never seen it.

Let us know if you can get to the manager with the wan disconnected.

Also post a picture of both the Router and the ONT if you can.

[JimM11]

@Buptaboy Click on status when screen opens capture it and post it up, will let us see what FW is on the unit. 

Also you have one device connected on an ethernet port what is it?

[Buptaboy]

@JimM11 Is this the screen you're looking for?

The device connected is my hive hub, forgot about that being connected.

Update... after powering down the hub for a few minutes and then powering back on with everything connected I get a connection that last for roughly 15 mins before it dies again

[JimM11]

@Buptaboy Your picture needs to be approved before it can be viewed, as soon as it is i will look, your router does not look that far off a working condition, if you could will you try disconnecting your hive ethernet and see if it makes a difference with it off, you still may have to reset it, and wait the 5 minute reboot. 

[Mustrum]

I have approved the image for you.

There is no connection to the ONT in your cupboard - did you check/change the WAN cable?

Even if you have to use a short ethernet cable and take the router to the cupboard - if you check the above screen again and the WAN link speed is still 0, you have a faulty router, if it shows 1000 you have a faulty cable.