topic Re: Lost fibre broadband in Broadband & Landline

Lost fibre broadband

Notroubleclubbr — Tue, 22 Oct 2024 17:58:13 GMT

I have been a customer of BT for 5 yrs with no problems at all. Come renewal time about 6 months ago i was told BT were merging with EE and if i wanted to stay where i was then i would need to change to EE.

i was sent a new ee hub and all was well for a few months.
However i have had issues since, firstly an issue with the router so a new one was sent and all ok.

Now 14 days ago i lost fibre broadband. I was on holiday abroad so spent an age online where ee diagnosed a serial mismatch on the ONT. They sent an openreach engineer (my keyholder had to go to my house and wait for engineer) that replaced the ONT and the lead but still couldnt get a connection so diagnosed the only issue it could be was the router and that i would need to contact ee for a new one.

ee sent me out another router and once i was back from holiday a few days ago i replaced the router for the new one.

ONT showing power and PON light is steady green. LAN light flashing like it is transmitting. Originally the router was showing the usual aqua colour but i still couldnt get broadband. I rebooted everything, the router stayed green and flashed occassionally but no LAN light on the ONT even though power and pon was lit steady.

after speaking with ee again, swapping cables between ont and router and rebooting numerous times i am now stuck with an orange flashing router light (which is faint) and the ONT showing power and pon lights steady and LAN light back flashing intermittently again like it is sending data.

i can connect to the router via the hub page but shows no data received and no broadband connection.

EE have booked another open reach engineer but as the last one found no faults (apparently he updated the serial number when changing the ONT) i feel they are just going to blame EE again anyway. The ONT is showing the correct lights.

i am not sure how to setup a direct PPOE connection from ONT to laptop to test it is not the router. I have asked ee to send yet another router to prove the new one is also not faulty but they are refused until the engineer has come out. I am even contemplating buying a £100 third party router to prove the router is not at fault ( i cannot believe i have 2 faulty routers).

so what next? I can guarantee openreach will say their end is ok as the ONT is showing ok. I have asked to escalate and lodge a complaint but i am just given reference numbers and i keep going round and round between EE and OR.

any ideas what i can do?

Re: Lost fibre broadband

Notroubleclubbr — Tue, 22 Oct 2024 18:25:20 GMT

Also tried windows pppoe connection direct to my laptop but get error 651 (used username and no password and BT as password and same result).

Re: Lost fibre broadband

XRaySpeX — Tue, 22 Oct 2024 18:51:21 GMT

Another case of :

> "My BB is not working".

> "Must be the router. NM, we'll send you a replacement".

When will peeps realise that routers rarely fail. There are much weaker links in a BB connection. Also shows what cheap routers EE supply that they can throw them at any issue willy-nilly.

Re: Lost fibre broadband

Mr_Incredible — Tue, 22 Oct 2024 20:32:28 GMT

The PPOE credentials are:

Username bthomehub@btbroadband.com and Password BT (or perhaps leave blank if that doesn't work)

Not sure if that is what you meant by username and password.

Re: Lost fibre broadband

Mustrum — Tue, 22 Oct 2024 21:43:11 GMT

Not sure you can do much else at this stage - seems the computer says call out Openreach, then send aa router if the lights are on.

It needs a bit more in depth diagnosis. It is as unusual for an ONT to loose its serial number as it is for a roter to go faulty - but it can happen.

It needs someone to work out what the issue is - including the path from your ONT to the authentication server, and possibly that path to be rebuilt. Are you able to ask for the issue to be escalated next time you call?

Re: Lost fibre broadband

Matt_124 — Tue, 22 Oct 2024 21:59:18 GMT

Thought this was a very rare issue as well @Mustrum, until it happened to me last month.

On BT Full Fibre, all working perfectly until I randomly got an email saying I needed to book an engineer visit and instantly my broadband completely stopped working but the ONT looked fine. Called BT to be told that my ONT S/N had been changed (haven't contacted anyone about my broadband since installing 18 months ago) and they would have to send an Openreach engineer out to sort it.

A few issues with Engineer bookings not getting confirmed so was out for about a week and a half. Fast forward to finally having a booking confirmed, got the same guy who originally installed it 18 months ago and only took 5 minutes for him to fix the S/N on the system and he was really surprised it couldn't have been fixed remotely.

Re: Lost fibre broadband

Notroubleclubbr — Wed, 23 Oct 2024 06:20:00 GMT

Ont was replaced on or first visit for a nokia one. Apparently one of my ethernet cables was faulty too (this im not sure of - nothing has been moved or changed) and apparently he checked everything else and narrowed it down to the router. My keyholder said he was on site for over an hour.

i just feel this is going to go round and round with OR blaming EE and EE blaming OR. I have it under contract until nov 25- i would have cancelled by now and got someone more competent in.

Re: Lost fibre broadband

Notroubleclubbr — Wed, 23 Oct 2024 06:21:35 GMT

My wife is studying at university , i work from home half the week and my daughter is going gcse. Tv is via internet along with my car charger so everything relies on the broadband.

we are currently tethering via our mobiles but these are now reaching the limit.

no offer from ee for any other solution

Re: Lost fibre broadband

Matt_124 — Wed, 23 Oct 2024 07:14:43 GMT

If your mobiles are on EE Pay Monthly under the same account holder as the Broadband they should be able to boost these to Unlimited Data.

Re: Lost fibre broadband

Notroubleclubbr — Wed, 23 Oct 2024 13:31:25 GMT

No they are not - i was reluctant to go with ee in the first place so dont want anything else to do with them.

thought i would swap the old router back on it does the same thing as the new one.

i suspect it is the authentication server at fault here and i am guessing this is something OR dont deal with? How do i get ee to sort this as it seems its a software issue ee end which could be easily sorted if i can talk to the right person?

Re: Lost fibre broadband

Leanne_T — Thu, 24 Oct 2024 08:17:57 GMT

Morning @Notroubleclubbr

I am really sorry this has happened when moving to EE.

To get this looked into, you can find contact details in our Contact Us To Request Technical Support for Broadband and Landline page. The team will have access to the account history to see what has been completed and what the next steps are to get this sorted for you.

Let us know how you get on.

Leanne.

Re: Lost fibre broadband

Notroubleclubbr — Thu, 24 Oct 2024 09:13:11 GMT

This is the sort of response i expect from EE.

No one taking ownership of the problem and just referring me to links and avenues i have already been down.

Re: Lost fibre broadband

Mustrum — Thu, 24 Oct 2024 09:35:45 GMT

@Notroubleclubbr this is not customer services, no one has account access on here, or even knows who you are.

So if you already expect the type of response, why have you come here?

Re: Lost fibre broadband

Notroubleclubbr — Thu, 24 Oct 2024 09:50:37 GMT

I was directed here by EE. By the sound of it yet more unhelpful responses from them then.

I have been without BB for two weeks now so getting a bit desperate for help considering this affects my security, work, daughters school work and wifes work and university. Luckily our kind neighbours have let us use their bb for now but as the whole house runs on the internet and i pay a large amount for a service i am not getting id expect something more helpful than ee.

i assumed this forum would be more helpful and did not realise it was not actually part of ee itself.

Re: Lost fibre broadband

Leanne_T — Thu, 24 Oct 2024 12:00:09 GMT

Hi @Notroubleclubbr

I am sorry we have no account access on the community.

If the engineer has visited again and this has not been resolved, please get back in touch and the team will help you further. If you have an open complaint and discussing everything with one of the team please let them know this is not resolved.

Leanne.

Re: Lost fibre broadband

Notroubleclubbr — Thu, 24 Oct 2024 19:18:01 GMT

Thankfully OR engineer has sorted the problem.

He had to perform a “circuit rebuild” whatever that means - however no matter we are back!

Now where is that compensation…..

Re: Lost fibre broadband

XRaySpeX — Thu, 24 Oct 2024 19:29:48 GMT

See Automatic Compensation