topic Re: Full fibre broadband stopped working whilst watching youtube in Broadband & Landline

Full fibre broadband stopped working whilst watching youtube

TedDeen — Thu, 07 Aug 2025 03:08:27 GMT

Hi,

I was watching YouTube and at 2am the Internet dropped out. I checked the router and the blue light was flashing orange. I reset the router, checked all the cable and went into the router settings to restart the router but nothing worked i notified EE through the app at 2:21am. I checked the status at 4am and there was an update stating the expected time for a fix was 7pm on 12th August thats next week, is it really going to take 5 days to fix?

Re: Full fibre broadband stopped working whilst watching youtube

Leanne_T — Thu, 07 Aug 2025 10:57:25 GMT

Hi @TedDeen

Thanks for coming to the community.

Have you received any further updates since you reported the home broadband not working? If you have had no further update and the router is still flashing orange, please get in touch and one of broadband tech guides can get the connection looked into and let you know what is needed to get this up and running.

Thanks 🙂

Leanne.

Re: Full fibre broadband stopped working whilst watching youtube

TedDeen — Thu, 07 Aug 2025 23:01:51 GMT

Hi,

I called tech support at 8am, they did some checks and booked an engineer for Friday at 1pm to 6pm. She said due to a contract or rule with openreach EE has to try and fix the issue within 2 days.

It's still not working so hopefully the engineer can get it working as Gandalf is missing her Cat TV youtube.

Thank you

Re: Full fibre broadband stopped working whilst watching youtube

Rodolfo123 — Fri, 08 Aug 2025 00:45:07 GMT

EE Broadband is a disgrace

Re: Full fibre broadband stopped working whilst watching youtube

Rodolfo123 — Fri, 08 Aug 2025 00:50:37 GMT

15 days ago I was without Broadband for three days

Re: Full fibre broadband stopped working whilst watching youtube

Rodolfo123 — Fri, 08 Aug 2025 00:52:18 GMT

I have had EE Broadband for almost two years. I pay almost £50 every month and that's more days that I don't have a signal than the days that I have it.

Re: Full fibre broadband stopped working whilst watching youtube

TedDeen — Fri, 08 Aug 2025 00:59:22 GMT

I wish I never transferred to EE I'm locked to a 2 year contract but I can say with complete certainty that I will cancel my contract with EE the moment I can without paying an early termination fee.

Everyday the Internet drops at least 4 or 5 times.

I pay for gigabit fibre but sometimes the speed crawls to ADSL speeds like 512kb, requiring a full unplug and reboot.

Re: Full fibre broadband stopped working whilst watching youtube

Rach_H — Fri, 08 Aug 2025 09:51:23 GMT

Hi @TedDeen,

Welcome to the Community!

I'm so sorry to hear about the trouble you're having with your connection, as this isn't what we'd expect to hear. Have you spoken with our team about this, so they can work to get this rectified?

Rach

Re: Full fibre broadband stopped working whilst watching youtube

TedDeen — Fri, 08 Aug 2025 12:14:49 GMT

Hi,

As stated above I called tech support hopefully someone should be here in the next 5 hours.

Even if its fixed, I have lost all trust in EE as a company so I will be leaving after the contract ends.

Re: Full fibre broadband stopped working whilst watching youtube

Rach_H — Fri, 08 Aug 2025 12:25:19 GMT

My mistake @TedDeen.

Hopefully the engineer will be able to get things back on track for you today.

Rach

Re: Full fibre broadband stopped working whilst watching youtube

JimM11 — Fri, 08 Aug 2025 12:35:08 GMT

@Rodolfo123 At least you have had the consistent over both and Two years would have been dealing with it a lot sooner!

Re: Full fibre broadband stopped working whilst watching youtube

TedDeen — Fri, 08 Aug 2025 14:18:44 GMT

what is going on? How can you have updated the repair at 4pm 8/8/25 when it is 3:16pm on 8/8/25.

Is EE just lying?

Re: Full fibre broadband stopped working whilst watching youtube

Rach_H — Fri, 08 Aug 2025 16:41:49 GMT

It is possible that the engineer was estimating the time the repair would be complete, or how long it would take for your service to be restored @TedDeen. Are you still having issues now?

Rach

Re: Full fibre broadband stopped working whilst watching youtube

Mustrum — Fri, 08 Aug 2025 16:48:54 GMT

@TedDeen is your broadband working now?

Re: Full fibre broadband stopped working whilst watching youtube

TedDeen — Fri, 08 Aug 2025 16:57:30 GMT

It started working around 20 minutes ago but kept going off. It's been on for about 5 minutes without interruption for now.

However I'm only getting about 120mb when testing it. I pay for 1 gigabit (700mb guaranteed) this is usual with EE I rarely get the full 1gb or even 700mb it hovers around 120mb. This is the main reason I will be leaving EE ASAP and also why I would never recommend EE to anyone.

Re: Full fibre broadband stopped working whilst watching youtube

Mustrum — Fri, 08 Aug 2025 17:05:25 GMT

@TedDeen it sounds like your problem has not been fixed or there is another fault that needs fixing.

You need to get back in touch with Customer Services and report the continued problems.

I can understand your desire to leave EE, but all suppliers need you to let them know if you have problems.

Re: Full fibre broadband stopped working whilst watching youtube

TedDeen — Fri, 08 Aug 2025 17:13:22 GMT

I have finished a call with them. Same usual unplug restart try again nonsense.

The run around they do is annoying but it's a great tactic, annoy a customer that is basically locked into an account as I really can't do anything but complain and hang up and they are still guaranteed money for 2 years.

Fixed contracts are legalised theft.

Re: Full fibre broadband stopped working whilst watching youtube

Mustrum — Fri, 08 Aug 2025 17:18:12 GMT

@TedDeen if they are not fixing a problem within a month they are obliged to let you leave without termination charges.

Hence why it is worth keepin a simple log, and it does no harm to remind them when you call/

Just saying.

Re: Full fibre broadband stopped working whilst watching youtube

Ali_A — Sat, 09 Aug 2025 10:30:36 GMT

@TedDeen

Are the speeds you're achieving through WiFi or while connected via Ethernet cable?

Ali

Re: Full fibre broadband stopped working whilst watching youtube

TedDeen — Sun, 10 Aug 2025 00:13:42 GMT

I originally assumed it was my WiFi even though I have WiFi 6 and 7 devices. So I brought an ethernet cable and connected it to a 10 gigabit LAN port on my PC and I still got the same speeds.

I used to have 500mb BT broadband and that would sometimes get over 500mb on WiFi or LAN.

When I used my Samsung S23 at my sisters who has Virgin Media Broadband I get a solid 700mb the maximum the S23 supports.

This isn't a connection issue it's an EE issue. 120mb is enough most of the time but I not paying for 120mb I'm paying for 1gb.