topic Please help?! Re Broadband Down in Broadband & Landline

Please help?! Re Broadband Down

ShelleyAC — Mon, 28 Oct 2024 00:49:52 GMT

Hi Community, my wi-fi keeps dropping out, my daughter switched off the router for a few minutes and back on (earlier on) and it seemed to work again for a short time. She’s now in bed and I’ve got limited mobility so I can’t get to it to do it again. How can I check if it’s a router problem or an EE service problem outside customer service opening hours? I’m really struggling because I can’t get around easily and I’ve got all my lights in the house connected up through the Alexa and if I use the switches is messes up the Alexa connections with them! I’m an insomniac and I can’t even stick a film on Prime to watch! First world problems…. But….. it’s doing my head in!!!!
any help would be greatly appreciated 😊

Thanks, Shelley

Re: Please help?! Re Broadband Down

XRaySpeX — Mon, 28 Oct 2024 01:44:11 GMT

@ShelleyAC : Which EE BB plan are you on including its speed? What EE router do you have?

Re: Please help?! Re Broadband Down

Peter_W — Mon, 28 Oct 2024 12:20:28 GMT

Good afternoon @ShelleyAC.

Thanks for reaching out to us here on the Community!

When you're mentioning this dropping out, are you losing the connection between your devices and the Hub altogether, or will they stay connected but you can't get online?

It's worth heading over to our Broadband help page, as this gives you some details on how you can run some checks on your line from your end.

Once this is complete, depending on the outcome we can either help arrange an engineer appointment for you, or arrange for a member of our technical team to get in touch so we can investigate further.

Peter