Smart 5G Hub SIM not connecting

[andyharvey99]

I am looking at a problem for my elderly neighbour with a Smart 5G Hub for the local chapel. It is failing to connect to the network with the SIM provided by EE. The hub reports the SIM is OK but the mobile connection is unsuccessful. The hub works with the SIM from my mobile phone so it doesn't appear to be a hardware problem.

Customer services have told me twice there is an ongoing problem with EE's "servers" with a fault that they are investigating and it could be a week before it is fixed. She has had the  hub for 3 months now and has yet to get it working, so can't send it back.

Any tips for investigating or persuading customer services to investigate more thoroughly?

Thanks

[XRaySpeX]

Is it on contract or PAYG?

Try a full SIM swap. Does your mobile phone work with the router's SIM?

[andyharvey]

No the SIM did not work in my phone. It's on a business contract which they've had for 3 months with no service yet.

[Christopher_G]

Hi @andyharvey99 

Welcome to the community.

It's very kind of you to help your neighbour with this. If it's a business account, I can only recommend asking one of the authorised contacts to speak with our Business Technical Support team again. Hopefully, they can shed some light on what is happening and help get the SIM working fully.

Please keep us updated with how things go.
Chris

[andyharvey]

Latest is they're sending me a new pre-activated SIM. They still can't explain what the ongoing problem  with new SIMs in the 5G hub. 

[Christopher_G]

Fingers crossed the replacement SIM does the trick, @andyharvey99 

Let us know what happens please.

Chris

[XRaySpeX]

---

@andyharvey wrote:

They still can't explain what the ongoing problem  with new SIMs in the 5G hub. 

---

I thought you said in your OP that it was 3 months old.

[andyharvey]

It's a long story, it took her two months to even try the hub, before I got involved. I've now been told 3 times by CS that there is an ongoing problem that is stopping the SIM in the Hub from registering and there's no current date for a fix. Hence they are sending a new pre-activated SIM.

[andyharvey]

Latest is that the new pre-activated SIM works. 

Now I just have to try to get them put on to a cheaper tariff, they've been sold an unlimited data contract for 2 years, where they're only likely to have a few people in once a week and maybe once every few months they may want to stream a service to people who can't make it (it's for a chapel).  The connection is only connecting at about 1Mbps, so even if they were on a 10Mb per month contract if they used up all their data the  Stay Connected Data keeps connected at 0.5Mbs.

[Christopher_G]

Glad to hear it's working now, @andyharvey. Thanks for letting us know.

If an authorised person speaks with our Business Support team again, they'll be able to have a look which options are available with the price plan.

Chris