5G Home Broadband not working

[Anonymous]

Signed up for the 5G home broadband yesterday lunchtime via the website and the router (NR5103E) was delivered this morning at 10am. Plugged it in but can't get online. The blue signal bars flashes which looking at the guide means 'No or invalid sim card is inserted' and there's also a red globe which indicates internet is unavailable.

Spoke to someone on live chat who said it's normally plug and play and asked me to call specialist team but after 25 minutes with no answer I gave up. Actually have made 3 calls and been waiting in total roughly 1.5 hours.

Can anyone help please? Restarted the router so many times already 

[Dazzar]

Have you actually put the sim in it does not come pre fitted 

[PeteG]

Hello.

I'm disappointed to hear that you're having issues getting connected so early in your Three journey. 

Could you take the SIM card out of the router, check it was inserted the right way, and check it for any signs of physical damage? Pop it back in if it looks OK and see if it works then. 

If it's still not working, take the SIM out and pop it into a phone to see if it works on the phone. If it connects to the network via a working phone, it's likely a router issue. If it isn't working on a phone, it's likely a faulty or damaged SIM.

Pete.