topic Re: Broadband Connection Issue in Broadband & Landline

Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 10:58:53 GMT

My modem just arrived but I can't connect to the internet. The orange light flashes on the modem. I try to update via the mobile app, it shows 3 steps to update but gets stuck on step 1.

Re: Broadband Connection Issue

XRaySpeX — Thu, 28 Nov 2024 10:59:48 GMT

Which EE BB plan are you on including its speed? What EE router do you have (read its label)?

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 11:06:33 GMT

My plan is Full Fibre 150 ,

Re: Broadband Connection Issue

Timbo45 — Thu, 28 Nov 2024 12:52:59 GMT

Have you had an Openreach engineer round to connect your full fibre yet?

They will run an optical cable into your home and connect it to a small white box about 7cm square (ONT) and then connect your hub to it. Until then you'll not have any internet.

You obviously get the Smarthub before the installation date.

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 12:59:02 GMT

That's correct, I got the Smarthub before the date which specified for the connection.

I'm a new tenancy but there is a box just in the house just you mentioned and it seems working. So, I directly connected the black cable with red ending between the white box and the smart hub.

Re: Broadband Connection Issue

Peter_W — Thu, 28 Nov 2024 13:02:03 GMT

Hey there @Deniz33!
Welcome to the EE Community, and thanks for reaching out to us about this too 😊

Have you already been using Full Fibre with another provider, or are you still awaiting an engineer to switch this over?

Peter

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 13:21:20 GMT

Most probably , there was a box by SKY but I have no idea what the previous tenant was using.

EE didn't inform me that an engineer was coming or not.

Re: Broadband Connection Issue

Peter_W — Thu, 28 Nov 2024 14:11:16 GMT

Cheers, I think I must have sent my previous reply just before your most recent one appeared in our system @Deniz33.

With the White Box on your wall (This is called an ONT), is this plugged in with three lights showing?

Peter

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 14:18:28 GMT

Hi again, correct with three green lights as below,

Re: Broadband Connection Issue

Mustrum — Thu, 28 Nov 2024 14:25:24 GMT

@Deniz33 wrote:

That's correct, I got the Smarthub before the date which specified for the connection.

@Deniz33 when is your specified date? You can expect your service to go live any time up to midnight on this date?

It will not be live before the specified date.

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 14:28:24 GMT

The specified date was yesterday (Nov 27) and still no connection.

Re: Broadband Connection Issue

Mustrum — Thu, 28 Nov 2024 14:36:14 GMT

@Deniz33 Have you spoken with customer services?

Have you turned off the router and ONT for a couple of minutes and tried again?

Re: Broadband Connection Issue

Mustrum — Thu, 28 Nov 2024 14:44:05 GMT

@Deniz33 looking again at your ONT I see it is an early 4 port one.

I see you are plugged into Port 1, but have you tried the other ports?

It could be that the previous tennant was on port 1, but that as a new provision they have built your service on another port.

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 14:52:13 GMT

Just tried all of them but no change.

Re: Broadband Connection Issue

Mustrum — Thu, 28 Nov 2024 14:57:13 GMT

@Deniz33 you need to leave time for the connection to establish, it used to say go away and make a cup of tea, I don't beleive you have allowed sufficient time for a connection to be made.

Re: Broadband Connection Issue

Peter_W — Thu, 28 Nov 2024 14:59:39 GMT

Thanks @Deniz33, like @Mustrum mentioned it's good once everything is hooked up to give it a bit of time to activate.

Make sure that on the Hub itself your cable is plugged into the WAN port and not one of the standard Ethernet ports.

This should be colour coded as red to single it out 😊

Peter

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 15:04:59 GMT

I don't think it's related to the ports. Could this be related to the update on the mobile app? I couldn't get it to update even though left my phone on for over an hour.

Re: Broadband Connection Issue

Peter_W — Thu, 28 Nov 2024 15:49:17 GMT

It's definitely worth checking these ports @Deniz33, only the WAN port will support your broadband connection, so any of the Yellow ones won't work.

Which app are you trying to update, the EE app?

This won't be required for activating your connection.

Peter

Re: Broadband Connection Issue

Mustrum — Thu, 28 Nov 2024 15:51:19 GMT

@Deniz33 the mobile app should not stop the router connecting, it is more for using the extra features, control and access.

To be sure, find the pin hole in the back of the router, use a suitable object and hold until the lights change - then try each port on the ONT again, but give it at least 5 mins on each, or stop if port 2 works.

If you are not willing to try the advice why come on here asking for help?

Re: Broadband Connection Issue

Deniz33 — Thu, 28 Nov 2024 15:57:17 GMT

I didn't say I wouldn't try 🙂

I'm talking about this, but I guess it's not a must to make it ready to use as you said.