topic Re: Solid Aqua Light - No internet connection in Broadband & Landline

Solid Aqua Light - No internet connection

markTan7 — Thu, 26 Jan 2023 10:36:49 GMT

We have had a solid Aqua light and no internet connection for 9 days now. EE have constantly checked line and said nothing is wrong. BT Openreach engineer came out, All find at exchange and 500Mbps signal going into the house. Just not coming through Router. All resets and restarts etc have been done. Router has even been replaced. EE have checked the account and there are no issues there or 'walled garden' problems. Yet we still have no internet access across multiple devices, Hardline or WIFI. BT Openreach doesn't seem to have a solution and EE support just go around in circles. Anyone on here had similar and have any ideas on a resolution please? So frustrating. It was working fine, then 9 days ago when we woke up, nothing.

Re: Solid Aqua Light - No internet connection

XRaySpeX — Thu, 26 Jan 2023 10:54:27 GMT

Welcome to EE's Home Broadband Forum.

Solid Aqua means you have a proper BB connection.

Have you just joined EE BB or were you already with EE BB?

What does it say after you log into the router:

For a BrightBox: in the Internet section on the initial Status page or
For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the (Broadband) IP address. This might tell us at which stage EE have got to.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

Re: Solid Aqua Light - No internet connection

markTan7 — Thu, 26 Jan 2023 11:24:45 GMT

Been with EE since June last year. No issues till 9 days ago when we just had no internet anymore. Is this what you asked for (see attached)? We don't have a landline. Engineer tested line and 500Mbps coming in by router. New router didn't solve issue. No issues from BT Openreach perspective and EE cant figure it out. Engineer thought possible 'walled garden' issue but EE say account all matches and all is fine.

Re: Solid Aqua Light - No internet connection

yerbestonfarm — Fri, 12 Sep 2025 12:07:41 GMT

Hi,

I’ve got exactly the same problem, light stays on but internet drops off. had multiple engineer visits, new routers & modems but still doing it.
did you get yours sorted in the end?

if so what was the issue?

thanks

Re: Solid Aqua Light - No internet connection

XRaySpeX — Fri, 12 Sep 2025 12:15:27 GMT

@yerbestonfarm : What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?