topic Re: Home Broadband no network in Broadband

Home Broadband no network

Hewdogg — Sun, 24 Sep 2023 13:54:36 GMT

I have just got home with my new 5G Home Broadband hub. Excited and expecting to plug it in and have excellent broadband on within minutes. Low and behold I have plugged the router in (located where I get 400mb on Three mobile) I get absolutely no connection, I have a red network light on the hub and 2 whit lights for power and WiFi. I have unplugged and restarted the hub 3 times each with no success. Any advice or help would be appreciated.

Re: Home Broadband no network

Avondale — Sun, 24 Sep 2023 20:33:46 GMT

@Hewdogg

That sounds incredibly disappointing. Have you inserted the SIM ?

If you have, a starting point might be to try the hub with the SIM out of the 'phone therein ; and to try the hub SIM in the 'phone. That will help to ascertain if it's a faulty SIM or a defective hub.

Please let us know the outcome.

Re: Home Broadband no network

Limera — Mon, 25 Sep 2023 12:50:30 GMT

Is there a chance that you've got it straight out of the box and tried to set it up before 3 have actually activated the SIM? Not that I would have gone and done anything like that... hours of attempted bug fixing... Haha!

I gave 3 a quick call and they bumped the SIM activation forward for me. Sorted.

I guess @Avondale 's test above, would help diagnose that. Good luck.

Re: Home Broadband no network

JonathanB — Mon, 25 Sep 2023 14:27:13 GMT

Hi @Hewdogg,

I think that @Limera is correct there, it sounds like the SIM isn't active, or perhaps isn't reading correctly. As @Avondale says, popping the SIM in another device if able will help narrow down a device or SIM issue.

Has it came online in the meantime, if not have you spoken to customer services?

Thanks,
Jonathan

Re: Home Broadband no network

itsmickle — Mon, 25 Sep 2023 17:42:19 GMT

Mine wasn't activated upon delivery either, quick call got it sorted but I had to track back through order emails to give the representative the required details

The packing slip had a blank space where the phone number of the SIM card should have been, also the IMSI/IMEI on the sheet didn't match my order email..