topic Re: Please help been over 12 hours no Broadband in Broadband & Landline

Please help been over 12 hours no Broadband

SAMMY2024 — Tue, 10 Sep 2024 11:55:38 GMT

@ee

Done all necessary tests even checked all cable connections tried different ethernets and we are still out!! No wifi no ethernet connections nothing. I've tried resets and still no difference. My area says broadband all good so I think it's either router or what it's plugged into 😭

Re: Please help been over 12 hours no Broadband

XRaySpeX — Tue, 10 Sep 2024 12:03:47 GMT

@SAMMY2024 : What does the router's Home > Status page say?

Re: Please help been over 12 hours no Broadband

SAMMY2024 — Tue, 10 Sep 2024 12:11:04 GMT

There's no wifi to connect to?

Re: Please help been over 12 hours no Broadband

XRaySpeX — Tue, 10 Sep 2024 12:14:07 GMT

You mean there's no BB to connect to. There's still WiFi to the router. You may always access the Hub Manger even when BB is down.

Re: Please help been over 12 hours no Broadband

JimM11 — Tue, 10 Sep 2024 12:17:09 GMT

@SAMMY2024 What router do you have? if you have nothing ethernet/wireless, on multiple devices showing then router faulty, you cannot even get to the web manager page? on http://192.168.1.254 correct!

Re: Please help been over 12 hours no Broadband

XRaySpeX — Tue, 10 Sep 2024 12:20:18 GMT

Not correct, @JimM11 ! You may always access any router's Hub Manger even when BB is down from any connected device..

Re: Please help been over 12 hours no Broadband

SAMMY2024 — Tue, 10 Sep 2024 12:23:29 GMT

Yes can't connect to it on any of my other Internet connections.

Re: Please help been over 12 hours no Broadband

JimM11 — Tue, 10 Sep 2024 12:25:02 GMT

@XRaySpeX I may have worded the reply poorly, as OP stated he could not get any connection by any device, so my reply was a question, but if he has a faulty router, then he may not get to it, but then again if device is bad but question multiple devices.

Re: Please help been over 12 hours no Broadband

SAMMY2024 — Tue, 10 Sep 2024 12:27:02 GMT

That's correct can't get onto the router by any devices or connections

Re: Please help been over 12 hours no Broadband

JimM11 — Tue, 10 Sep 2024 12:30:05 GMT

@SAMMY2024 So as not to cause any further confusion on my behalf will leave XRaySpeX to go forward with you as he may halve something specific, you should mention the router you have when you reply, will be helpful.

Re: Please help been over 12 hours no Broadband

SAMMY2024 — Tue, 10 Sep 2024 12:32:54 GMT

Ah you don't see the Ee smart hub?

Re: Please help been over 12 hours no Broadband

JimM11 — Tue, 10 Sep 2024 12:35:04 GMT

@SAMMY2024 Pictures take time to clear, i don't see it, you will as its your post, and XRaySpeX may do so with his level!

Re: Please help been over 12 hours no Broadband

XRaySpeX — Tue, 10 Sep 2024 12:42:13 GMT

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

Re: Please help been over 12 hours no Broadband

Mustrum — Tue, 10 Sep 2024 12:48:56 GMT

@SAMMY2024 The Openreach ONT on the wall is not showing the LAN LED, meaning there is no connection to the router,

It appears your router is faulty, so worth trying another if you have one, or ring Customer Services for a replacement.

Re: Please help been over 12 hours no Broadband

XRaySpeX — Tue, 10 Sep 2024 12:59:58 GMT

Faulty routers are rare. Look at how EE sends out routers like wildfire to users when they say something's not working & by the nth replacement none of them has made no diff to the thing that's not working. However sometimes routers get their knickers in a twist & a reboot will get it back to normal.

I'll repeat that you may always access any router's Hub Manger even when BB is down from any connected device. The device will report "No Internet, Secured". I have a SH+ with no BB beside me just now showing just that where I'm looking at its Hub Mgr. I'm connected to the router which is all you need while the next step of BB to the network is not wanted for this purpose.

Re: Please help been over 12 hours no Broadband

SAMMY2024 — Tue, 10 Sep 2024 13:02:17 GMT

Thanks all I got through to them they say it's a fault on router. Also sorry I'm new to community.

Re: Please help been over 12 hours no Broadband

Mustrum — Tue, 10 Sep 2024 13:09:39 GMT

No worries @SAMMY2024 glad it's on the way to getting sorted.

Re: Please help been over 12 hours no Broadband

XRaySpeX — Tue, 10 Sep 2024 13:17:45 GMT

I'll believe it when I see it!

Could just be the WAN cable as the ONT's LAN LED is off.

Re: Please help been over 12 hours no Broadband

SAMMY2024 — Tue, 10 Sep 2024 13:21:48 GMT

Inside the ONT? I have 2 of their cables and my own and none worked so hopefully it is just the hub and not waiting for engineers to come out lol thankyou for helping I can sleep now 🤣

Re: Please help been over 12 hours no Broadband

XRaySpeX — Tue, 10 Sep 2024 16:46:49 GMT

No, the cable between the LAN port of the ONT & the WAN port of the router.