topic TWO ROUTERS LATER AND STILL NO INTERNET in Broadband & Landline

TWO ROUTERS LATER AND STILL NO INTERNET

MORVOREN — Wed, 09 Jul 2025 11:18:27 GMT

Following 12-months excellent full fibre broadband service at our holiday home 4-weeks ago the internet went down with the router showing a green light. Two subsequent calls with the EE trouble shooting team led to a new router being sent, apparently there were a batch of faulty routers of which ours was on the list (despite it working perfectly for 12 months.) The new router was connected today but still exhibited the same issues (albeit after a brief period of a blue light) ie a solid green light.

Another call to the team - apparently there was no issue with the internet but they suggested that it could be a cable problem - I explained we had used all the new cables etc. I am now getting to my wits end as the team suggested yet another router!!!

Has anyone experienced a similar fault and has any suggestions as to the fix (we have tried all those in the EE guide) Furthermore at which point should I expect an engineer to visit to diagnose and solve the problem since the heating system, TV, and security system all rely on the internet connection!

Re: TWO ROUTERS LATER AND STILL NO INTERNET

Leanne_T — Wed, 09 Jul 2025 14:00:15 GMT

Hi @MORVOREN

Thanks for coming to the community.

Our Broadband tech guides would complete troubleshooting at our end to see what is needed to help get this resolved for you. If they have advised another router is needed please try this and see if this restores service.

If you continue to experience no internet, or would like to discuss the steps previously taken to get this resolved please get back in touch with our Broadband tech guides. If this is not resolved for you, you can open a complaint on the Make a Complaint page.

Leanne.

Re: TWO ROUTERS LATER AND STILL NO INTERNET

JimM11 — Wed, 09 Jul 2025 14:23:16 GMT

@MORVOREN Only on the 2nd, you have a few yet to go before they call it quits and send the Engineer. How is the Router connected in the home, is it to a OR Master phone socket, or are you on a Fibre connection!

Green light after a little connection is generally put down to the PSU adapter that supplies the Mains to 12V D.C. that the router needs. When they go faulty you get a connect but the PSU struggles to keep the modem section up and bang connection drops and it looks like you have a fault!

Hopefully you DID swap it ALL out with the replacement!

Re: TWO ROUTERS LATER AND STILL NO INTERNET

JimM11 — Wed, 09 Jul 2025 14:42:17 GMT

@MORVOREN Here is the link to the Faulty PSU, have a read but the symptoms are just slightly different.

No LAN light on Openreach Nokia ONT - The EE Community

Re: TWO ROUTERS LATER AND STILL NO INTERNET

MORVOREN — Wed, 09 Jul 2025 15:21:29 GMT

Very useful thank you for your post, I’ll check that my daughter has used the new power cable and not re-used the original.

Re: TWO ROUTERS LATER AND STILL NO INTERNET

MORVOREN — Wed, 09 Jul 2025 15:28:29 GMT

It’s a full fibre connection, to a white box on the inside wall which connects to the outside box.
Unfortunately it’s at our holiday house so I am remote, my daughter is staying and trying to act as 3rd party fixer!

Thanks for your reply.

Re: TWO ROUTERS LATER AND STILL NO INTERNET

bobpullen — Wed, 09 Jul 2025 19:20:34 GMT

@JimM11 wrote:
Green light after a little connection is generally put down to the PSU adapter that supplies the Mains to 12V D.C.

Exactly this. My money is on the power supply not being swapped out.

Re: TWO ROUTERS LATER AND STILL NO INTERNET

MORVOREN — Thu, 10 Jul 2025 10:50:29 GMT

Thanks - correct diagnosis. Transpires my daughter did not initially use the new power cable/plug when replacing the old router. Now swapped and still working since yesterday.

Re: TWO ROUTERS LATER AND STILL NO INTERNET

JimM11 — Fri, 11 Jul 2025 14:55:53 GMT

@MORVOREN Just seen you reply, good you are all up, may also be nothing wrong with the original EE Router, but just send it all back, DO put a note in it though Faulty PSU brick for sure, EE Router unknown, saves some other poor sod if the just spin it around and send it out again!

Re: TWO ROUTERS LATER AND STILL NO INTERNET

MORVOREN — Mon, 14 Jul 2025 13:09:29 GMT

Many thanks for your advice.
Regards
Keith
Sent from my iPhone

Re: TWO ROUTERS LATER AND STILL NO INTERNET

Lodgewoman — Wed, 30 Jul 2025 22:01:04 GMT

Did you get a resolution? Ours is doing the same, had the story of bad batch of power cables. New one did not resolve issue. Again we have had 8 months of ok service.

Re: TWO ROUTERS LATER AND STILL NO INTERNET

JimM11 — Thu, 31 Jul 2025 05:52:26 GMT

@Lodgewoman Replied on the other posting for you!

Re: TWO ROUTERS LATER AND STILL NO INTERNET

MORVOREN — Thu, 31 Jul 2025 09:14:59 GMT

Hi - in answer to your question, yes we resolved the issue by also replacing the transformer power cable (along with the router) with the new one sent by EE. It has solved the problem and since there has been no further drop-out. Therefore it's likely that there was no fault with the router, just the power source/cable. However, seems that you have tried to do the same to no avail. Apart from fitting new router, and all cables not sure what to suggest. Presumably you have asked EE to run test to check that fault is not outside the house?

Re: TWO ROUTERS LATER AND STILL NO INTERNET

JimM11 — Thu, 31 Jul 2025 09:25:00 GMT

@MORVOREN Thanks for replying, there was another PSU posting about a week after yours, and got the OP to just do a PSU swap as rush to get the Router back up quick as needed, so Amazon purchase while he waited on EE doing the replacement, PSU fixed it no issue's Router was fine and dandy. Trouble is now everyone and there granny thinks O just a faulty power supply, WRONG....👍👍