new hub for wifi and phone installation probs

Brie

basically we can't figure it out. the instructions (from EE) are a bit random and talk about installing an app (presumably on one's phone even if it's not with EE) and needing a password which is on the latest bill (which can't be accessed because it says online that we are new to the service despite being with them for a few years). And that we might need an adaptor for our landline which we can get by texted a 5 digit number with the word adaptor (which presumably needs to be done from a EE mobile).

So here's the rub. the tiddly pamphlet that was included says that an engineer might be available to help but I assume that might take days, weeks, whatever given that we live in a retirement hotspot and there's likely to be people with even less clues than us. I'm happy to contact them and say we need an engineer. But I don't want to be without wifi while I wait. I don't care about the landline - we have reached a point where it's usefulness has mostly evaporated (less relatives I need to ring overseas was the main point in having it) .

So can we survive with our old hub in place and have wifi while we wait for an engineer to be available?

I knew that VOIP was en route but only found out that our area was being done a couple of weeks back so and only received the new hub a few days about so it's not like I could have planned much. I assumed it would be a simple unplug the old, plug in the new, job done but it appears not. They talk about having to reset all the devices in the house (not a lot really TV, 2 pcs, 2 mobiles). I assume that once the main land line is plugged in the satellite one (no wires) will work as well.

Neil_Jones

Sorry I've read this like three times now and I'm still none the wiser what the issue is.

Suppose might as well start with asking why have you had a new hub?

No1_Anorak

The route I would go down in your posting is to try a couple of things regarding the new router. Has the new device got a QR code on the back or does the paperwork with it have a QR code? Often scanning those will bring up more detailed instructions on installing. If that doesn't work, I would get the part number of the new router from the label on the device and do an online search of that part number something along the lines of 'how to install EE router xxxxxx' with the xxxxx being the part number of the router you have.

With regard to the second part of your concerns about resetting all the household devices, this will usually just involve putting in the password of the new router [once you have it set up] to all you existing devices as they will just be looking for your old router by default, so to get them to conect to the new router they need the password of that device.

Brie

https://forums.moneysavingexpert.com/discussion/comment/81891424#Comment_81891424

we were sent the new hub as we have a land line and that won't work as of today or tomorrow due to the change to VOIP (whatever that is). The only way to have a land line going forward is to plug it in to this new hub (somehow). what I don't know is whether the old hub will continue to work for wifi until we can manage to set things up.

@No1_Anorak I'll have another look at the instructions and look for the QR code and see what that does for me.

Newcad

I think there may be 2 things going on here at once, broadband/wifi and a VOIP phone, and so they are getting a bit confused.

I know that you say "EE" but a couple of questions may help clear things up a bit.

Before this change and new hub:-

Who was your landline phone with?

Who was your broadband/wifi with?

Brie

https://forums.moneysavingexpert.com/discussion/comment/81891505#Comment_81891505

EE has the contract for both the landline and broadband/wifi as well as my mobile. OH has his mobile elsewhere.

No1_Anorak

For info VOIP is Voice Over Internet Protocol, basically what is happening all over the country is that old type traditional copper phone lines are being replaced by VOIP in that household will no longer require a copper old type cable to their house for a phone line, you phone will be connected via the same cable that your broadband comes in on. This is being done as it is far cheaper for companies, in that they don't have to maintain/install old type phone lines/exchanges. The downside for consumers, is that in the event of losing your broadband connection or you having a power cut, you also lose your phone line.

Frozen_up_north

Your new router/modem, when plugged into power and connected to your broadband feed, will broadcast a new WiFi SSID. You can look under WiFi on your phone and connect to it. The password is likely printed on a label on your new router. Should be as simple as that. It will not be the same ID/password as your old one.

molerat

"Resetting the devices" is purely because the new router will have a different SSID (network name) and password so devices will not connect automatically. In the new router menu you can change those details to the existing, I am on maybe my 5th router using the same SSID details - takes 5 minutes to change the details rather than update all devices - and as a clue to how long that SSID has been in use, the network name begins Orange !

The landline adapter may be needed if the phone is not compatible with the router but most modern handsets should just plug and go - my daughter's handset must be at least 20 years old and just worked. If you have a DECT handset system then yes, just plug the base unit in to the router and the remote handsets will remain connected to that - if the base is close to the router you won't need to turn the mains off, just unplug from the BT socket and plug into the new router.

The old router should keep on working, nothing is changing apart from they are no longer sending the telephone signal separately over the phone line but encoding it within the internet signal. It should though be a simple case of plugging your new router in and away you go, the router will talk to EE when plugged in and set itself up, you just then need to connect your devices to it or change the details using the access details on the back of the router.

Brie

trying to figure out now how the phone will connect if the hub is in a cupboard but the phone isn't. And the phone has to sit in the base to charge. will there by power coming through the hub to do this?

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/comment/81892969#Comment_81892969

Your landline phone (can you post the make & model?) should have already been plugged into the mains, was the old hub in a cupboard (not always a good idea for WiFi coverage BTW). If so then you should have the phone cable in there which just plugs into the new hub. The correct socket should be clearly marked.

Edit: I would unplug the old router entirely, it seems to be confusing matters.