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Website says I have no products

EranB
Contributor
Contributor

‎03-12-2023 11:13 AM

I'm having connection issues. This happens periodically. A technician is Sent, fixes something outside and it's sorted for a while. It just happened again. This means my Nest camera is offline and I have no doorbell. I tried checking the service status, but the website tells me I have no product although I clearly do. What are my options? 

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5 REPLIES 5
XRaySpeX
Grand Master
Grand Master

‎03-12-2023 12:18 PM

Welcome to EE's Home Broadband Forum.

Did you add your BB product to your MyEE? It doesn't just appear.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

  • For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
  • For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
  • For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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EranB
Contributor
Contributor
In response to XRaySpeX

‎03-12-2023 01:14 PM

Thanks for the prompt response, @XRaySpeX .

The thing is my broadband IS showing in MyEE. It only says I don't have it when I try to run a test. Seems like a website bug.

To get everything working I had to reboot the router, so I'll come back here when it drops again.

However, even then, running a wired speedtest in 2023 (almost 2024!) is quite an ask. What device would I have that has an ethernet socket? I'd have to buy an adapter solely for the sake of the test.

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XRaySpeX
Grand Master
Grand Master
In response to EranB

‎03-12-2023 01:18 PM - edited ‎03-12-2023 01:20 PM

What test you trying to run on the EE website? Give its URL.

If you can't easily run a wired speedtest then just run it wireless.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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EranB
Contributor
Contributor
In response to XRaySpeX

‎03-12-2023 01:33 PM

I'm trying to run this one: Service status in your area (ee.co.uk)

But it immediately says "You don’t have any EE products".

Right now the wireless tests looks good. 29ms latency, 68.1 Mbps with bursts of 69.8 download, and 14.2 Mbps with 15.6 upload.

0 Helpful
XRaySpeX
Grand Master
Grand Master
In response to EranB

‎03-12-2023 01:38 PM

That link is for mobile service status only.

Please post the result link of the speedtest.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
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