topic Re: Outdoor hub won't connect during setup in Broadband

Outdoor hub won't connect during setup

Antieero — Fri, 04 Oct 2024 20:00:27 GMT

Trying to install outdoor hub upgrade, I followed the instructions but the eero app fails the setup process. The app finds the eero modem, then attempts to connect to the hub but fails and abandons the process telling me to check all the connections which I have been doing continuously. I've tried about 10 times now, but it fails at the same stage every time. I also tried hard resetting the eero which changed nothing.

Any advice would be appreciated

Re: Outdoor hub won't connect during setup

3mo1001 — Sat, 05 Oct 2024 22:27:35 GMT

Same issue will cancel my contract tomorrow as on had it 30 hours

Re: Outdoor hub won't connect during setup

PeteG — Mon, 07 Oct 2024 18:08:32 GMT

Hi, Antieero.

That's not so great. The set up is normally pretty reliable. To confirm, are you trying to do the set up with your hub and eero devices inside and together? If not, I'd recommend doing that to ensure there is no barriers to the set up process.

If that doesn't work, it's probably a good idea to reach out to the Home Broadband Team so that they can go through their own checks and try to get that resolved for you.

Pete.

Re: Outdoor hub won't connect during setup

Opal — Wed, 09 Oct 2024 22:18:32 GMT

Hi. I have been having a similar problem with the outdoor hub just not doing anything. I have received a replacement today and the same thing happened. I thought I had nothing to lose so I took the sim card out of my existing three broadband router, installed in the outdoor hub and hey presto it worked. I upgraded so my number on the sim remained the same but the sim card they provided in the first device just didn't work. I have it set up now with no further problems.