Can the 5GEE hub mobile router (HH20C) work with another providers sim?

[EadredEats]

I live in a rural area and the EE mast signal fails regularly ( at the last count, 30 days out of the last 8 months).  I'd like to be able to switch to a different provider's SIM - O2 or Vodafone.  Although this worked when I tried with my phone sim from O2 back in August, it now doesn't 😞 

Q. How can I ensure my Smart 5G EE router successfully works with an O2 SIM, to cover the days when EE service fails?

What have I tried?

I purchased a new O2 data sim, and tried that in a phone - which registers and can search the web successfully.  However, when I switch the SIM in the 5gEE router, it cannot connect.   

I have changed APN settings (by creating a new profile in the web page of the router) to that preferred by O2.  I've tried an APN for mobile.o2.co.uk and payandgo.o2.co.uk.   

Diagnostics:

If I switch the network configuration of the router from auto to manual, I can see that the SIM is successfully recognised, and that the O2 and Vodafone networks are available and not restricted.   If I try to connect (using the connect button on the status/internet page), it fails after 15-20 secs.  The failure response message is 'Failed' (from browser dev tools, watching the network calls to the router)

APN and MMS settings ?

I note that O2's APN settings require MMS proxy and ports, and that this differs from EE's.  However MMS values aren't possible to set from the EE router admin page.   Q: Are these set in firmware, and do they matter for different providers?

Unlocked?

Finally EE inform me that the 5gEE router device is unlocked.  If I check the IMEI on EE's website, this is indeed the case.  I note that the EE page reports it as 'EE Smart 5G Hub 3 (HH70C)' , whereas it is actually HH20C.  I assume this is irrevant

Tech details:

5GEE Smart 5G hub V 01.11 model HH20C
Serial number 41ECJ000754

Cell ID 31024258

[XRaySpeX]

Re: APN and MMS settings : As a mobile router can't do MMS any APN settings for it aren't relevant.

[EadredEats]

Thanks @XRaySpeX , that answers my question on APN and MMS settings.   

Any thoughts on why the O2 SIM won't connect in the Smart 5GEE router, when it works successfully in a phone?  

[XRaySpeX]

My immediate thought is that it is locked to EE.

[EadredEats]

After two extensive calls with EE tech support ( which as an aside were incredibly helpful, and a good advert for EE ), it seems that the smart 5gee hub can no longer work with non-EE sims.   There was a firmware update which seems to have killed this functionality, since I had it working in August/September 2024.   

My current firmware is Smart_5G_Hub_V01.11 , which I think prevents other non-EE sims working.  

For my problem above, it's a shame because I can't rely on EE alone.  If anyone knows how to rollback firmware, please post here.  It looks to me as if the firmware update process is automatic, there's no manual way to provide it according to the manual.

I guess this closes the problem as not solvable :-(. 

[Peter_W]

Good afternoon @EadredEats, thanks for coming back to let us know about your experience when querying this with our team. 

I can't say for sure if it's possible to roll back the firmware, but with mobiles we haven't sold these locked since 2021, and as far as I'm aware it's the same for mobile routers too. 

Please don't share this in public, but have you had a chance to check the IMEI for your device over on our unlocking pages, or has this been checked with our unlocking team?

Peter

[EadredEats]

Thanks for responding @Peter_W .  Yes, rolling back the firmware is a good idea.  The IMEI is unlocked, according to your pages, I already checked. 

I think the device is unlocked, because with a non-EE sim in the router, it does indicate that O2 and Vodafone (my nearest alternative masts) are available and EE 'forbidden'.  This is the reverse situation if I use an EE sim.   My guess is the latest firmware makes some EE-specific assumption about the comms exchange with the mast.

Do you know if it's possible to get hold of a previous firmware version, and any idea how I can manually downgrade it?

[Peter_W]

Thanks @EadredEats.

Have you tried a factory reset on your Hub using the pinhole button on the back? 

Just be aware that this will return all settings to their defaults, including any passwords.

You can also reset it by connecting to the Hub manager on http://192.168.1.1/, and log in with the admin password that should have been included with the connection key.

Peter

[EadredEats]

Yes, I did a factory reset.  As you state, it reset all the router settings and password.  However it didn't downgrade the firmware.  Or if it did, it updated it automatically to the latest fairly soon after startup.  I can't really tell, the system logs on the router are useless, they only ever log user access and start-up times.  Sigh.

[XRaySpeX]

That's right! Factory Reset doesn't touch the f/ware; just the user's settings.