Flashing Aqua Smart Hub 5G

[TheHedgeFairy]

I just got my router yesterday and I have already had some lengthy conversations with the customer service team, and will contact them again today, but I will run through the process as it may help others who encounter this issue. I am using an apple ipad and iphone  ( which may/may not effect things)

Once plugged in the green lights do their thing and then it moves to a flashing aqua. The light has never reached the solid aqua state. 

Customer services could “see” the router, I was first asked to reset the router using a paper clip in the hole at the back, and this did not resolve the issue. 

I was unable to plug in an ethernet cable as my devices do not have an ethernet port.

My devices could “see” the smart hub 5G but I could not connect to it as it was locked. and did not recognise the passwords that came with the router

When I tried to log into the router on Safari search engine, all I got was a list of websites that explained what 192.168.1.1 was but did not link to the router.

I was advised to swop the router chip with my EE mobile phone chip, but all the router did was the same as with its own chip - aqua flashing light never turning to solid aqua.

Customer services then advised me to try the router at a different location, where there may be a better mobile signal. So I drove to my friends house 6 miles away and not located in a valley (my property is in a valley)  but same result , persistent flashing aqua. 

Came home again and Spoke to customer services again and was informed that actually the router probably was working, just constantly seeking a stronger signal, so I tried it, and yes I can surf the internet and stream  programs although I still am unable to log into router and the aqua is still in flashing mode.

This morning device back ups and updates have done their bit overnight, light is still flashing aqua. still unable to log into router. 

I will try customer services again . . .   hope this path may be helpful to others as the EE suggestions may work for them. I will add any progess if they resolve the situation.

[dundonnell]

Hi @AlanCo75  & @TheHedgeFairy ,

It sounds like you have received a welcome Text Message which is part of the install and initial setup. You need to log in to the hub on 192.168.1.1  and then read (and / or delete) it.

@LleoL Only the Smart 5G Hub 7 Plus HH72C has ports (4 x SMA)  that allow an external Antenna. They are under a removable cover on the rear.  The Smart 5G Hub 7 Pro does not.

One last piece of advice, spend some time using your mobile phone to find the best location for the 5G Signal and locate the hub as close as possible to that spot

Nick  

[LleoL]

Thanks for your advice but I am afraid it is all too late! The nearest mast to me stopped working and EE said they did not have permission to go on the land to fix it. Then they told us it was being caused by birds nesting and blocking the signal. Then they said foliage on a nearby tree was blocking the signal. There was no other mast within range.
We had given up BT Broadband as it was unusable and both our mobiles were EE. Classic case of all our eggs in one basket. We had no effective means of communication, no TV, no email, no phone signal. I am a website designer so could no longer work from home. Had to go to the nearest cafe with wifi - 4 miles away.

After six weeks of no progress I gave up and did something I said I would never do.....hello Mr Musk. Six months at 100Mb and almost 100% uptime  - for £23 a month - then increased to £35. A no brainer really. EE agreed to let us go without cancellation fees. Then continued to charge us for three months.

All sorted now though.