topic Re: Broadband Problems in Broadband & Landline

Broadband Problems

GLOWE12 — Tue, 05 Nov 2024 19:07:53 GMT

Having problems with my broadband connection.

Can't get any help as the text it sends me, it fails to reply everytime I try to send the FAULT reply.

How do I get in touch with EE, as this is not working. No option to speak to someone directly.

Re: Broadband Problems

XRaySpeX — Tue, 05 Nov 2024 19:15:12 GMT

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

What issues are you having with your BB?

Re: Broadband Problems

JimM11 — Tue, 05 Nov 2024 19:34:55 GMT

@GLOWE12 What are you trying to send via the text message?

Re: Broadband Problems

GLOWE12 — Tue, 05 Nov 2024 19:39:23 GMT

Full Fibre 500, they sent me a new router about a month ago, been fine but that last week only get speeds of around 90 and less. Tried restarting the router numerous times and the grey fibre box on the wall.

Re: Broadband Problems

GLOWE12 — Tue, 05 Nov 2024 19:38:01 GMT

They sent me a text after calling and trying to reply with the word FAULT. just keeps failing to send it.

Re: Broadband Problems

JimM11 — Tue, 05 Nov 2024 19:51:33 GMT

@GLOWE12 And are you sending it to 66033?

Re: Broadband Problems

GLOWE12 — Wed, 06 Nov 2024 09:43:23 GMT

Hi Jim.

Yes, I replied to the text from ee from the 66033 number and also tried sending it direct to the 66033 number and both failed.

can send texts normally so doesn't appear to be an issue sending text messages

Re: Broadband Problems

JimM11 — Wed, 06 Nov 2024 10:02:26 GMT

@GLOWE12 Just had a quick look through my 66033 text's back to EE but have never found one that say's FAULT as a reply, words have been so far HELP, GET and GUIDE, REFRESH and that is all that i see!

Re: Broadband Problems

GLOWE12 — Wed, 06 Nov 2024 11:05:19 GMT

@JimM11 This was the body of the text I received from them after going through the options on the phone call.

Hi, it's the EE Faults team.

If you are having Broadband issues then reply FAULT.
If you are having issues with your Phone service, reply PHONE.

We will then run some tests to see how your service is performing, this should only take a few minutes and we will text you right back to explain what happens next.

Calls may be recorded for training and monitoring purposes.

Re: Broadband Problems

JimM11 — Wed, 06 Nov 2024 17:53:43 GMT

@GLOWE12 It could be, not disputing it in any way, but always done it as on the new EE myself, HELP to 66033, let them do there thing, sometimes get advisory texts back or a phone call, just like you say. Will copy the link below.

Re: Broadband Problems

Billrocks1 — Sat, 01 Mar 2025 22:12:12 GMT

Fault

Re: Broadband Problems

Mustrum — Sun, 02 Mar 2025 10:17:22 GMT

@Billrocks1 You need to follow the earlier guidance, or on the details in this link https://ee.co.uk/help/contact-ee/technical-support/broadband-landline