Outdoor hub won't connect during setup

[Antieero]

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 

[Opal]

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.

[PeteG]

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. 

[3mo1001]

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