topic Ee guide follow up in Broadband & Landline

Ee guide follow up

Paulby — Tue, 08 Jul 2025 16:40:12 GMT

Yesterday my broadband stopped working I got passed the bots and spoke to an EE guide. He diagnosed the problem as needing a new power plug apparently there is a problem with a batch of routers after a firmware update. The power plug has not arrived. The Ee guide gave me his email but is not responding I've tried to get to speak to someone but I can't get passed the bots who want to send an engineer. Any advice on how I can make contact?

Re: Ee guide follow up

XRaySpeX — Tue, 08 Jul 2025 17:01:57 GMT

Try calling CS on the Freephone no. (opt 2) in my sig.

Re: Ee guide follow up

Paulby — Tue, 08 Jul 2025 17:07:16 GMT

Thanks I've tried that but you still have to get passed the bots which is impossible once they decide to send an engineer

Re: Ee guide follow up

Matt_124 — Tue, 08 Jul 2025 17:29:50 GMT

It'll likely be sitting as an order on your account, try going through to a team for orders or billing and they should either be able to tell you or transfer you to a person who can.

Re: Ee guide follow up

JimM11 — Tue, 08 Jul 2025 19:05:20 GMT

@Paulby Why don't you say what is happening with your router what you see and what it is doing! There is a specific power plug connection issue and it shows on the router in a very specific way and can be diagnosed by what you see operation wise!

Re: Ee guide follow up

Paulby — Tue, 08 Jul 2025 19:13:50 GMT

The ee guide diagnosed this power plug issue The plug has not turned up so I am trying to chase that up but on trying to contact ee the bot says that I need an engineer visit and won't allow me to go any further

The router alternates between flashing orange and flashing green with no WiFi. If you unplug the router for a while it will boot up and connect but WiFi drops again after 10 to 20 minutes and back to the flashing lights