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Bt 4g home hub keeps disconnecting - "No Sim"

DSandilands
Investigator
Investigator

‎14-05-2023 10:09 AM - edited ‎14-05-2023 10:53 AM

3 days ago (Friday 12th May) my BT 4G Home Hub (type HH70BT-2ABTGB3) 1st dropped the network. I initially thought that a DNS server wasn't working but after some time I resolved the issue by powering off and disconnecting the home hub, waiting 20 seconds, and reconnecting again. However after doing this a few times I found it was only occasionally successful. When I looked at the BT local status page (192.168.0.1) it told me there was no sim installed, which was untrue. I then removed and put back the sim (it's an EE sim btw) and after a few seconds all was well again. Unfortunately I have had to do this more than a half dozen times since then as the hub decides every now and again that there is no sim.

  Do sims go bad? I've never had this happen in my mobile phones. Has the Home Hub developed a fault? If so , who do I contact to replace it? Living in a rural area, with no access to fibre as yet, we are very dependent on the ability to go online for shopping and banking and , of course, the TV channels that are not transmitted through the air.  

Edit: I contacted EE tech support and they are sending me a new sim to see if it's the sim that's faulty. Failing that, the alternative is to take the BT Home Hub to an EE mobile shop and get it looked at there. If they find it's faulty , it will be replaced.

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2 REPLIES 2
Christopher_G
EE Community Support Team

‎14-05-2023 01:42 PM

Hi @DSandilands 

You did the right thing in speaking to our technical support team. It does sound like the SIM may be faulty. If the same thing happens with the replacement, at least we'll know that isn't the case. 

Thanks for coming back to let us know. Keep us posted on what happens with the replacement.

Chris

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DSandilands
Investigator
Investigator

‎27-05-2023 09:06 AM

My issue seems to have escalated. EE are telling me that because I've had the 4g Hub more than 28 days (I've had it about a year and a half) and passed the end of my contract I can either upgrade, which would increase my monthly payments by about £15 or go to a shop and buy a router. My understanding is that all electrical goods have a 2 year guarantee by law but when I mentioned this the phone connection was cut! That was last night; this morning, no matter what I do the router won't connect. I've decided to buy a TP LINK 4g router which should turn up later today. I can't continue to be without a reliable connection. Must say that tech support and the customer support have been very nice but when I was passed to the upgrade team, I felt stymied and pushed towards a new ,higher cost contract, rather than getting my present router fixed or replaced.

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