topic Re: 1 Phone, 1 tablet, 1 broadband and virtually no service. in Broadband & Landline

1 Phone, 1 tablet, 1 broadband and virtually no service.

S4mt3ch — Thu, 23 Oct 2025 16:17:07 GMT

@ee I have 1 phone 1 tablet and a broadband connection with EE. Reported problem on the 21st and explained in full technical detail what was happening, I am an IT engineer but instead of listening to my detailed explanation I was ignored and told that I had a power fault by Customer service and they would send me a new power plug.

I then had a video chat with tech support the next morning as well as lodging a complaint due to knowing power was not the issue considering I could log into my router and see the log files for connection issues.

The person on the video chat could see the log files via my camera as well as me showing them what was happening and then booked an engineer to come out today.

Today the new power plug for turned up, for the wrong router. Not even compatible with my router and the engineer confirmed everything I tried to tell the first two people but could not fix the issue as it’s not at my house.

Another engineer has been arranged for the 27th to fix the issue and I have to take another day off work in order to be at my house in case he/she needs access, this is costing me hundreds of pounds taking time off work not to mention a total waist of time when I showed exactly what was happening 2 days ago now I have to take more time off work and wait even more days to get a service back I’m sure you will charge me full price for.

And before anyone tells me to tether my phone or tablet. That is pointless as the signal is so bad right now I’m getting 0.29Mb tethered, so I’m paying for 3 connections right now NONE of them are usable but still expected to pay in full and lose money taking time off.

How exactly is this

a service?

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

Northerner — Thu, 23 Oct 2025 16:36:57 GMT

Hi @S4mt3ch

As you have made a complaint there is not much more to say especially as an engineer is due to visit.

You can speak to EE CS about a refund for the lack of service.

Thanks

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

XRaySpeX — Thu, 23 Oct 2025 16:37:56 GMT

Which EE router do you have? The faulty PSU is for the SH+. Even tho' faulty you can still get into the router but with some delay.

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

S4mt3ch — Thu, 23 Oct 2025 16:53:09 GMT

I don’t have a EE router I have a BT smart hub 2 from when I migrated so the EE power brick they sent isn’t even compatible. There is no delay in accessing my router from my computer I can see the hub manager with no issues and I have done a factory reset on it before you ask me to try that.

the smart hub flashes purple indicating that it can not see a dsl line and I have it plugged directly into the master socket without a filter before you ask.

it flashed orange for a little yesterday morning but then went back to purple so it saw the dsl line for a bit then died again without connecting.

in the log it states that it can not connect to the SAAF and has attempted 4 times, there is no dsl connection or PPP messages only my computer requesting an up address from the dhcp.

EDIT: typos

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

XRaySpeX — Thu, 23 Oct 2025 17:38:23 GMT

@S4mt3ch wrote:
There is no delay in accessing my router from my computer

There wouldn't be on a BT SH2! I said the delay would be for an EE SH+ with a faulty PSU.

If you are not connecting to the phone socket without a filter (I never asked!) you must have a filtered phone socket, a OR 5C Mk 4 for instance.

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

JimM11 — Thu, 23 Oct 2025 17:20:41 GMT

@S4mt3ch What type off master socket do you have, and for sure the BT Smarthub2 PSU is way different barrel connection size, but Master Filter socket's have went bad in the past, some do have removable face plate to get direct on the line and using a ADSL filter on the test socket connection, if the Router springs into life then the OR Master socket has failed. At the end off the day a line fault can be anywhere and that does take an Engineer to come sort that one out! Do have some pictures of the OR Type 5c on the Forum so can find and link if you need!

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

S4mt3ch — Thu, 23 Oct 2025 17:46:47 GMT

old style master socket so no test connection behind the faceplate and the router did go orange seeing the line yesterday so I am fairly sure the problem is outside or at the exchange.

engineer that came out today took one look at my setup and the log file and elevated it to open reach to check the exchange.

most likely fallout from the recent AWS screwup.

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

JimM11 — Thu, 23 Oct 2025 17:52:51 GMT

@S4mt3ch No problem will take a look at the posted image once it get's approved for viewing!👍

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

S4mt3ch — Thu, 23 Oct 2025 17:58:45 GMT

Just looked up the des number and it says it’s a NTE5a master socket if that helps?

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

XRaySpeX — Thu, 23 Oct 2025 18:02:20 GMT

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

That's an older style filtered socket {NTE5 A (ADSL) type}. I would've thought it would've had a test socket behind the lower faceplate.

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

JimM11 — Thu, 23 Oct 2025 18:08:21 GMT

@S4mt3ch As @XRaySpeX has pointed out pretty sure there is a test socket on the lower plate, but you would need a ADSL filter to test due to the cable hopefully it is not the socket that is bad, surprised the Engineer did not pop a new one on for you anyway as a first test! They obsoleted that socket at least 10 years ago!

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

S4mt3ch — Thu, 23 Oct 2025 18:16:59 GMT

Yea I know it’s ancient 😛

hmm EE video tech told me it didn’t have a test socket

i dont have a filter so can’t test behind the faceplate and the engineer didn’t even try.

i have used a known working cable in the socket even tried an old rj11 cable I had but no luck.

im still betting it’s a problem at the exchange as the internet went down the same time as about 300 others in my area according to down detector.

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

JimM11 — Thu, 23 Oct 2025 18:18:50 GMT

@S4mt3ch When the Engineer did not even attempt to test, then you can be sure he new the reason and went onto the next job, cannot see AWS though only wobble i got was the Ring doorbell and Camera's all went offline, that was it Fibre was up and held steady!

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

S4mt3ch — Thu, 23 Oct 2025 18:20:45 GMT

Where I am it’s still reporting issues with EE so if it’s not the AWS thing I wonder what it could be if so many others in my area are effected?

Re: 1 Phone, 1 tablet, 1 broadband and virtually no service.

JimM11 — Thu, 23 Oct 2025 18:26:10 GMT

@S4mt3ch Area wide fault's can be anything and good chance it is Exchange specific, the only thing would be if other ISP's are reporting the same area to pin it down to what! All you can do is keep the eye on it and expect it to burst back into life!