topic Re: Broadband been down for past hour in Broadband & Landline

Broadband been down for past hour

Ravinderdosanjh — Tue, 24 Dec 2024 00:47:05 GMT

Xmas eve - in the middle of a family movie - the broadband goes and stays gone. No way of contacting EE - Disgraceful

Re: Broadband been down for past hour

Northerner — Tue, 24 Dec 2024 01:01:57 GMT

Hi @Ravinderdosanjh

Mobile or fixed line?

Tried restarting your router.

Thanks

Re: Broadband been down for past hour

Chris_B — Tue, 24 Dec 2024 07:32:28 GMT

@Ravinderdosanjh what you are expecting customer support to do at 12:45am ? You wouldn’t get an engineer if needed at that time.

Customer support are open 8am till 9pm .

Re: Broadband been down for past hour

XRaySpeX — Tue, 24 Dec 2024 10:47:52 GMT

If it is a neighbourhood issue, you could consult Check service in your area to see if any faults are being attended to in your local area.

Re: Broadband been down for past hour

MattieRamone — Wed, 25 Dec 2024 09:18:20 GMT

Broadband went off around 12:30 yesterday, mid food prep, it’s now still off they told me the issue would be resolved by 5:30 yesterday. It’s now Xmas day and we’ve no WiFi at all.

I’ve only been a customer for two weeks. Safe to say I’m cancelling.

Re: Broadband been down for past hour

Chris_B — Wed, 25 Dec 2024 10:37:08 GMT

@MattieRamone Have you tried just restarting the router?

Re: Broadband been down for past hour

MattieRamone — Wed, 25 Dec 2024 10:38:19 GMT

Yea, about twelve times since yesterday tea time. To no avail

Re: Broadband been down for past hour

Peter_W — Wed, 25 Dec 2024 14:09:19 GMT

Hi @MattieRamone, thanks for reaching out to us here on the Community.

I'm disappointed to hear that this hasn't managed to get things resolved for you.

If you send us a text with HELP to 66033, our automated fault service will run you through some further troubleshooting, check your line, and if needs be help you get an engineer appointment or call back from our team.

I'll keep everything crossed it's something you can get resolved today, and I'm confident we'll do all we can to get you back online.

Peter

Re: Broadband been down for past hour

MattieRamone — Wed, 25 Dec 2024 14:24:52 GMT

I’ve tried to text those numbers and called, and there’s still no
improvement at all, it’s been turned off and left and restarted and it’s
still flashing orange on the modem and saying no internet connection

Re: Broadband been down for past hour

Peter_W — Wed, 25 Dec 2024 14:45:42 GMT

I'm sorry that hasn't worked for you @MattieRamone.

If you reach out to our broadband team directly, they'll be able to help investigate things further for you.

We're open 9am to 4pm on Christmas Day and Boxing day, then return to normal hours on the 27th.

Peter