topic Re: No power supply to router in Broadband & Landline

No power supply to router

Karlos18 — Tue, 26 Aug 2025 14:36:00 GMT

On Thursday 21 August my router suddenly switched off by itself and have been without wifi since.
I called EE on Friday and went through all the trouble shooting steps and was advised there was an issue with the power supply and that I would get a new one by tomorrow Saturday 23 August. Still no new power supply, I called EE again on Sunday and told them the same story this time they said the router and power supply are the problem and would send me a new router and plug. Today on Tuesday get an email that it will be dispatched and won't arrive till Thursday.
I hope this solves the issue and no idea where the first plug has ended up, if it was sent at all. Will be at least 1 week with no wifi. Can I get any compensation for this for at least a week without internet and might not even resolve the issue?

Re: No power supply to router

Karlos18 — Tue, 26 Aug 2025 14:39:07 GMT

I have the exact same problem and still waiting for delivery of a new power adapter and router. Have been with EE for over 10 years and this is really disappointing

Re: No power supply to router

Karlos18 — Tue, 26 Aug 2025 14:42:49 GMT

Still waiting for both new power adapter and wifi hub. Almost a week now without any wifi

Re: No power supply to router

Karlos18 — Tue, 26 Aug 2025 14:44:30 GMT

I am also having the same issues, no power at all to my router and have been waiting 4 days for a new and then called again and said they would send me a new plug and router which has not arrived yet either.

Re: No power supply to router

XRaySpeX — Tue, 26 Aug 2025 17:16:00 GMT

You should be able to get Automatic Compensation for the time after 2 days your BB is down once you've reported it to EE. You should auto receive this compo once the issue is fixed.

Re: No power supply to router

Peter_W — Tue, 26 Aug 2025 17:52:19 GMT

Good afternoon @Karlos18.

Welcome to the Community!

I'm confident our team will be getting your new Hub out to you as soon as they can, but if you haven't already I'd definitely recommend giving them a call.

They'll be able to confirm the status of your order and clue you in on what's happening.

Peter

Re: No power supply to router

javaserverpages — Thu, 16 Oct 2025 08:17:22 GMT

Still waiting for mine for 5 days, no wifi, Really disappointed it's taking so long, multiple phone calls and promises made and now it's affecting my work, not happy, Matt

Re: No power supply to router

Peter_W — Thu, 16 Oct 2025 12:21:12 GMT

Hi @javaserverpages, I've had a check and replacements are definitely being sent at the moment, so I'm disappointed to hear about your delay.

I'm confident you should see something soon, but please keep us posted on how things go, as I totally understand how vital this is if you're working from home.

Peter