Smart router Aqua light flashing

[Jodie5793]

Hi, 

recently moved into my new home and ordered a smart router. Looking at the setup instructions I’ve found I don’t have a openreach modem but the house does have a BT master socket 5C. Plugged the red Ethernet cable into that and now the aqua light flashes. 

not really sure where to go and trying to find a modems online is a nightmare. Any ideas please?

[XRaySpeX]

No, you don't plug an Ethernet cable into a phone socket & it shouldn't fit well. Didn't you read the Getting Started Guide?

Which EE BB product do you have?

If you have Full Fibre (FTTP) you have a box on the wall, the ONT, which is the modem. You plug the Ethernet cable into that.

If you anything other than that, you use the thinner, usually black, DSL cable together with the dangly filter, both which came with the router.

[Jodie5793]

Thanks for the reply. We’ve gotten an EE smart router, the BT master socket has 2 connections one for a phone line another for internet so I thought it may work. 

there was no other connections left in the house, that’s why I plugged it into the Master Socket. Can I order an ONT and use that without any other issues?

[XRaySpeX]

Having an ONT is an entirely diff BB product.  If you don't have Full Fibre you don't get an ONT.

As I previously told you, you use the thinner, usually black, DSL cable & plug that straight into the Internet or DSL port of the phone socket.

[Jodie5793]

Right, that’s what I’ve done. Is it just a matter of patience? The router activated last night and following the instructions when connecting my phone mentions that it can take up to 24 hours. 

is that a possibility?

[XRaySpeX]

Will you please tell which EE BB product you bought. I'm just in the dark.

No, it's not a just a matter of patience. As long as you & EE have joined it up correctly it should be working now. So, just what is happening?

What lights are showing on the router?

What does it say after you log into the router:

• For a BrightBox: in the Internet section on the initial Status page or
• For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the (Broadband) IP address. This might tell us at which stage EE have got to.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[Jodie5793]

I’ve attached a photo of the router I’ve been sent, all the box says is smart router, nothing else.

A aqua light flashes which the booklet says is the broadband cable isn’t connected. The box has a QR code relating to full fibre so is it possibly a full fibre device, if so an I missing the modem required? 

all I received in the box was the router, power supply, and 2 Ethernet cables one with yellow ends one with red ends, No ONT. 

I’ve also attached a photo of the instructions from the booklet in the box which also mentions a modem? Is that what I'm missing? The previous home owners left nothing behind. 

as for a landline we haven’t bothered setting one up. 

[XRaySpeX]

Sorry, that's just a router, not a BB package. It will work with any BB connection providing you have bought a BB package from some ISP in the 1st place.

Have you somehow ordered a router w/out ordering a BB connection?

[XRaySpeX]

Post a pix of the phone socket.

Where, how & why did you buy this router?

[Jodie5793]

I see, that’s making a whole load of sense. I’ll have to catch my fiancée tomorrow as the router was ordered through her EE account and she’s currently at work. 

im guessing that there’s some more steps we’ve needed to take prior to ordering a router, and those missing pieces are what’s causing the issue. 

thanks you so much, apologies for being a little trying, I’ve been trying to get this to work for a few hours before I posted as I was totally lost.