topic Re: Broadband not connected in Archived Posts

Broadband not connected

venoxon — Wed, 12 May 2021 00:12:21 GMT

Hi!

Need some help with a problem. Owner of Smart Hub. Today broadband suddenly got off, wasn't anything weird because it happened often in hours like 2-3AM but always it was back after 10 minutes. Not today. Tried to restarting router trough the hub, powering it off, factory resetting, unplugging broadband and nothing. Flashing in aqua color, in hub saying that broadband isn't connected. There's a tab in Broadband -> Internet where's the "Connect" button. After touching it and proccesing "Connecting" strangely "Disconnected" is popping.

Re: Broadband not connected

XRaySpeX — Wed, 12 May 2021 00:19:03 GMT

Welcome to EE's Home Broadband Forum.

Have you just joined EE BB or were you already with EE BB?

What does it say after you log into the router:

For a BrightBox: in the Internet section on the initial Status page or
For a Smart Hub: on the Advanced Settings / Broadband / Internet page?

Obscure your names & any numbers in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

Re: Broadband not connected

venoxon — Wed, 12 May 2021 00:32:07 GMT

I'm with EE for more than year. Can't check phone landline unfortunately.

Connection status:

Not Connected

Downstream:

Not available

Upstream:

Not available

Connection information

Connection time:

No Service

Data usage:

Not available

Broadband username: readytoconnect@fs

Password: hidden

TCP/IP information

Broadband IP address:

Not Available

Default gateway:

Not Available

DNS Type: Auto

Primary DNS:

Not Available

Secondary DNS:

Not Available

Re: Broadband not connected

XRaySpeX — Wed, 12 May 2021 02:15:27 GMT

Why can't you check the landline? A landline handset is one of the most useful diagnostic tools for investigating faults such as yours.

Re: Broadband not connected

venoxon — Wed, 12 May 2021 02:30:01 GMT

Well, don't have any.

Re: Broadband not connected

XRaySpeX — Wed, 12 May 2021 03:24:50 GMT

You have no BB at all. You may or may not have voice.

These things occasionally happen, particularly overnight. It could be that an OR eng has accidentally disturbed your line while working at exchange or cab, It should be back by mid-morning at the latest w/out EE even being aware of it.

Re: Broadband not connected

venoxon — Wed, 12 May 2021 03:54:01 GMT

Oh, thank you for explaining! Didn't even know that this can happen without their knowledge.

Re: Broadband not connected

XRaySpeX — Wed, 12 May 2021 04:07:44 GMT

EE don't run the BB network; OR does.

Re: Broadband not connected

venoxon — Wed, 12 May 2021 04:14:41 GMT

Just one more question, sorry. Should I call to EE at the morning or just wait and see what happens?

Re: Broadband not connected

XRaySpeX — Wed, 12 May 2021 04:22:59 GMT

I always wait & see. EE will have to call OR to see what's what by which time OR will have noticed it & fixed it.

Re: Broadband not connected

pip11 — Wed, 12 May 2021 19:34:40 GMT

Which exchange are you connected to? I can check with the Openreach site to see if there is a cab problem in your area and the estimated fix date.

Re: Broadband not connected

venoxon — Wed, 12 May 2021 21:26:20 GMT

BT43 6NN, looking normal on every status map. Bought new ADSL cable in case previous was faulty but that didn't change anything. Gonna call them tomorrow.

Re: Broadband not connected

Mustrum — Wed, 12 May 2021 21:40:34 GMT

It is a shame you did not also find a phone, it would have helped determine the issue.

But yes, if it is still not working, best to give CS a call.