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Smarthub31b Issues - reboot or autocheck not working

Itsbrokeagain
Investigator
Investigator

‎25-03-2026 11:36 PM - edited ‎25-03-2026 11:39 PM

For past 8 hours my router has not connect to broadband. A RESET or switching off for a few mins, only connects for 5 to 7 mins. Autocheck does not work, led light blue, EE mobile coverage poor, having to use alternatife Smarty sim for wifi via phone. No actual support until 8am. Cannot access router via ethernet, but blue led on.

Most of neighbours on virgin so no ee wifi.

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5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

‎26-03-2026 02:28 AM

What's an autocheck?

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

What is the name of the EE BB plan are you on including its speed?

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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Itsbrokeagain
Investigator
Investigator

‎26-03-2026 08:07 AM

Autocheck?, EE carryout out automated remote check, external and router check, after following, on line instructions, last night.  No visit to house so must be in cabinet in next street.

Outcome Broadband test results There may be a problem with your broadband connection. An engineer will need to visit your home to take a look. Test date: 25 March 2026.

11pm Fault opened - We ran some tests to see if there was a problem. The results are in the 'broadband test'. An engineer will need to visit your home to take a look.

26/03/2026 7am - Engineer visit update. Our engineer has been to fix the problem and we're running some checks. Give your hub (router) a restart for it to pick up any changes. We'll close the fault when we're sure everything is working. If there's anything outstanding we'll let you know. Fault fixed.

After our engineer visited you, we ran some more tests and your connection is now working well. It can take up to 24 hours for your connection to return to Normal

 

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JimM11
Community Hero
Community Hero
In response to Itsbrokeagain

‎26-03-2026 08:43 AM

@Itsbrokeagain Is it all fixed, connected and working again?

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Itsbrokeagain
Investigator
Investigator
In response to JimM11

‎26-03-2026 08:58 AM - edited ‎26-03-2026 09:00 AM

Appears to be fixed now. As per my reply above. Looks like fixed at 7am, without visit to house, so must be cabinet issue, around in next street. 

Good job I had Smarty sim, to carryout online check, as EE mobile reception very poor, last night. I normally have to set EE mobile sim, to connect via WIFI Broadband. 

JimM11
Community Hero
Community Hero
In response to Itsbrokeagain

‎26-03-2026 09:08 AM

@Itsbrokeagain Had the same with the EE Mobile, as virtually zero signal at home so without wifi calling the mobile was of no use, sorted that by going back to O2.

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