5G Outdoor hub / Y5-210MU connection Issue

[TAH]

I recently got the 5g broadband outdoor hub. Initial installation and set up was pretty fast and easy.
Today at lunchtime my internet stopped and i also couldn't connect to the eero device. I tried a couple of restarts but no joy.

The 5g GreenPacket Y5-210MU just has a blue light on and no 4g/5g lights. and the signal indicator just says "on" instead of displaying a number between 0-100.
The eero device pulses white for a while, then turns red.

I'm able to connect to the Y5 via ethernet and checking the settings via admin profile everything appears fine in terms of settings, but no signal.
I tried switching the APN from 3internet to three.co.uk but same outcome.

The Y5 doesn't appear to be receiving signal at all.
I was also able to access my text messages via that admin page previously, but now it displays an empty inbox.

I've taken the sim card out and put in a mobile device and it gets both 4/5g signal and i started getting push notifications and could browse the internet.
I've put it back into to the Y5 hub and it appears dead..

Anyone got any idea whats happening or how to fix this?

Thanks in advance.

[PeteG]

Hello there, TAH. 

Oh, that doesn't sound great. Since you've already done the steps of testing the SIM in another device and confirmed it was working, it would seem to point to the Y5 as being the problem. It doesn't sound like the hardware is completely offline since you were able to get into the admin page, so it might be worth trying to perform a complete factory reset of the Y5 to see if that helps, and you might want to take the eero devices offline just to get them out of the equation while trying to sort this. 

If that doesn't work, you could be looking at some kind of hardware failure, and the device might need to be replaced. If that's the case, I'd recommend reaching out to the Broadband Support Team to get them to investigate. 

Pete.