This topic

Question about Smart Hub / EE Functionality

JeronimoDave31 — Sat, 24 Jan 2026 16:35:01 GMT

Hi folks

A question from someone who is totally devoid of any tech sense.

In short, we have just had our full fiber optic installation and are coming across slow speeds still. We were advised that it could take up to 24 hours for the switch to take place but I think our EE router might be interfering with process; as when I go to disconnect it or turn it off the light for the main Smart Hub/Router goes orange instead of purple.

Some solutions I have tried include:

1) Factory resets for either router

2) Making sure the EE router is unplugged and disconnected from the electrics

3) Make sure everything is plugged in properly and even a replug of the LAN cable plugged into the newly installed OpenReach panel. Nothing else has been touched.

My partner remembers that on our last call, a person explained that because of our low copper cable connection, that the EE router would synergise/operate beside the main router.

Is there any way the EE router can be 'unpaired' or something to that effect? Could we be missing something?

Many thanks

Re: Question about Smart Hub / EE Functionality

WSH — Sat, 24 Jan 2026 17:00:44 GMT

Very unclear the setup you are running here. What you’ve said seems to imply you have two connections. Full fibre with BT and an old copper connection with EE. I’m sure that’s not the case but you need to clarify how you are set up before anyone can answer your question.

One point though, DO NOT disconnect the fibre cable to the ONT (Optical Network Terminal) on the wall. The mating faces on that fibre cable are very sensitive to dust and scratches. Without the right cleaning kit when you reassemble it, that in itself could be what’s screwing up your speeds.

Re: Question about Smart Hub / EE Functionality

licquorice — Sat, 24 Jan 2026 17:03:08 GMT

Do you have a BT router (Smart hub)? If so why are you even using an EE hub as well.

The BT smart hub port 4 needs to connect to the Openreach ONT (optical modem).

Re: Question about Smart Hub / EE Functionality

JeronimoDave31 — Sat, 24 Jan 2026 17:35:36 GMT

Hi WSH, Licquorice

Apologies if I have not been clearer, it's been a long and hectic day.

So, originally before we had the full fiber optic installation, we were on a copper / cabinet system. I don't know any details beyond that, but our connection was sitting at 1mbps (and a bit under) which meant that we had to ask for an EE 4G router to supplement because of our poor broadband connection. I say smart hub, because that's what our router looks like on a quick google. I have checked both routers and ours is a Smart Hub 2 + Smart Hybrid Connect HC10A

As of being hooked up to the fiber optic, our router is directly connected to the Open reach socket by way of what looks like a LAN cable - that is the only cable I have touched and even then, just from the end of the router and not touching any hardware or wires on the socket area. Our HC10A also remains connected - but I am still getting slow speeds and I am concerned that the HC10A is interfering with our Smart Hub's ability to use the fiber optic line.

When I turn the HC10A off, the Smart Hub router goes from purple to orange and does not re-connect and I cannot figure any reason why it would do this. The engineer suggested that I could do either or in terms of using it.

Thank you kindly for your time and for your help.

Re: Question about Smart Hub / EE Functionality

gg30340 — Sat, 24 Jan 2026 18:07:30 GMT

You should only be fitting either the BT Hub or the EE Hub not both.

See links

BT Smart Hub 2 | BT Help

Set up Smart Hub 6 Plus on Full Fibre | Broadband Help | EE

Re: Question about Smart Hub / EE Functionality

JeronimoDave31 — Sat, 24 Jan 2026 18:13:53 GMT

Hi GG, many thanks for the links! I've had a read through both and I can see connectivity guides for both but I am still stuck on the problem of why our Smart Hub 2 holds at orange despite disconnecting the EE hub.

Surely if we fit one, we should be able to do so without the other?

Re: Question about Smart Hub / EE Functionality

gg30340 — Sat, 24 Jan 2026 18:15:48 GMT

Only use one. Disconnect the "old" router and fit only the new one.

Re: Question about Smart Hub / EE Functionality

WSH — Sat, 24 Jan 2026 18:17:02 GMT

As I said, you need to clarify exactly what you are trying to do.

Re: Question about Smart Hub / EE Functionality

licquorice — Sat, 24 Jan 2026 18:17:25 GMT

If the hub is orange, your service hasn't been activated.

Re: Question about Smart Hub / EE Functionality

WSH — Sat, 24 Jan 2026 18:17:53 GMT

OK, though occurs that you are running a full fibre connection to BT via a newly installed ONT and a BT Smart Hub 2 (SH2). You are then trying to use an EE router attached to this to improve wireless speeds.

Am I correct?
Is it the wireless speed that is the problem or the incoming full fibre speed? (If you are measuring the speed via Wi-Fi it will be a Wi-Fi speed not the fibre connection).

Re: Question about Smart Hub / EE Functionality

JeronimoDave31 — Sat, 24 Jan 2026 19:47:21 GMT

Hi WSH,

When the engineer came, I asked if we could switch to turning off the EE router that supported our copper cable broadband now that we have fiber optic. He said it was up to us - so to answer your request for clarification, I am attempting to suss out why I cannot use my upgraded connection without the EE router.

The problem is with the incoming speed and that we're measuring at 5 mbps where I believe a fiber optic connection would be higher (this is with both the hub and the router on) and when I attempt to turn off the EE router, there is no connection at all. I read on the hub light guide for my model that a stable orange means a broadband connection but no internet.

I think Licquorice has potentially hit the nail on the head though. We were told it would take 24 hours for the service to activate and I presume that is for a working day unless it is just a set window/period. It would also make sense as to why we are getting orange but no connection.

Because I have done a factory reset of the router and tried a complete disconnect of the EE router with no results. Everything else remains untouched since the engineer arrived.

Re: Question about Smart Hub / EE Functionality

JeronimoDave31 — Sat, 24 Jan 2026 19:48:38 GMT

Thank you Licquorice, I think this is it.

We have a 24 hour window until activation, but then I am so confused on why we are getting faster internet if the service has not kicked in?

Re: Question about Smart Hub / EE Functionality

WSH — Sat, 24 Jan 2026 20:10:25 GMT

Yes, Licquorice is right.

Just be aware, though, that you can't have two routers in the same network, as they will clash.

Presumably the copper will go off at the same time the fibre comes on, so taking the EE router out of the picture, as it were. If you are still having problems though I would remove the EE router as having things connected to both at the same time might cause issues.