topic New customer hating it already in Broadband & Landline

New customer hating it already

ellie1313 — Mon, 08 Sep 2025 19:36:32 GMT

Today we were meant to switch to EE. The hub is flashing orange and has been since we set it up. Our landline has been switched off by our previous provider. So now we have no Internet and no landline. My mobile signal is appalling at home. EE say everything is done but our hub is not connected. Yes it is. I've tried ringing but because of the signal issues they can't hear me. What can I do? I can't ring them. This is driving me mad. I hate EE already and we haven't even been connected yet

Re: New customer hating it already

JimM11 — Mon, 08 Sep 2025 19:45:08 GMT

@ellie1313 Like every ISP, they have until 11.59pm this evening to turn the tap on! So as long as you have connected the Ee Router up correctly all you can do is wait. Link below about setting up a new Router.

https://ee.co.uk/help/broadband/getting-started
https://ee.co.uk/help/broadband/manage-use/manage-your-ee-hub

Re: New customer hating it already

ellie1313 — Mon, 08 Sep 2025 19:49:35 GMT

Thanks. I've done all that. I've had a message from them saying all done but the hub is not connected which it is. I've tried reconnecting it, turning it off and on again and reset. There is no way to reply and say it is connected.

Re: New customer hating it already

JimM11 — Mon, 08 Sep 2025 19:57:55 GMT

@ellie1313 If it is flashing orange then it is NOT connected! You may wish to say what EE Router you have, and the type off connection that the Router is using!

Re: New customer hating it already

ellie1313 — Mon, 08 Sep 2025 20:03:13 GMT

I know it's not connected to broadband. But EE are saying the smart hub plus is not set up, which it is. I'm on part fibre

Re: New customer hating it already

JimM11 — Mon, 08 Sep 2025 20:19:34 GMT

@ellie1313 There is nothing for you to setup, you plug the EE Router from it's DSL connection into the OR Master Phone socket, that's it, if not working then put the old ISP's hub back on and see if it connects or is completely gone!

And who are you switching from as the old ISP!

Edit:- If you happened to be connected on an extension socket previous and are now fully digital, then Master socket only, all extensions cease to work!

Re: New customer hating it already

XRaySpeX — Mon, 08 Sep 2025 20:17:27 GMT

@ellie1313 : Is the router connected by the BB cable (RJ11 plugs) either directly to a filtered phone socket or to a dangly DSL microfilter in the phone socket?

Re: New customer hating it already

ellie1313 — Tue, 09 Sep 2025 09:45:49 GMT

It is connected to a filtered socket. We have tried taking the front off to make it unfiltered , plugged in a filter. Still nothing.

Re: New customer hating it already

ellie1313 — Tue, 09 Sep 2025 09:47:45 GMT

We were with Plusnet who have now pulled their service. We are part fibre so no sockets have changed. They are sending an engineer out tomorrow now. We have literally tried everything

Re: New customer hating it already

Peter_W — Tue, 09 Sep 2025 10:15:25 GMT

Thanks for giving all of those steps a try for us, @ellie1313.

Please keep us posted on how things go with your engineer appointment tomorrow, then if needs be we can help look into your options from there.

Peter

Re: New customer hating it already

ellie1313 — Mon, 22 Sep 2025 19:27:47 GMT

Just to update the situation. 2 weeks on and we still have no landline. The broadband eventually got sorted a week last Friday but not the landline. After numerous phone calls to EE and appointments with Open Reach, during one particularly robust phone call last Friday, it turns out we don't have enough mbps to run broadband and digital landline. Consequently we are leaving EE because they missold us a product they couldn't fulfil. Luckily we have fibre to our gate so we are going on that. The whole episode has been horrendous and I wouldn't wish it on my worst enemy. Thank to those of you who tried to help and goodbye. Ellie

Re: New customer hating it already

JimM11 — Mon, 22 Sep 2025 20:39:17 GMT

@ellie1313 Your Fibre at the gate, its not with OR supplied so an altnet possibly? Sometimes fttc fails, but you must have a very poor line to not support BB with a DV line attached!

Re: New customer hating it already

XRaySpeX — Mon, 22 Sep 2025 21:43:30 GMT

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.