topic Re: Loss of Broadband/WiFi in Broadband & Landline

Loss of Broadband/WiFi

21-GJ — Thu, 22 Jan 2026 15:58:55 GMT

Today Thursday 22nd January is day 12 that we have had no Broadband/WiFi service. My fault reference is still open as per digital voice on last phone call this morning. I phoned Sunday and was advise someone would come back to me - as you can guess - nothing has happened. I phoned this morning and the lady said she'd find out the current situation with supplier. After 30minutes of waiting the call was cut off, not by me. No one has contacted me since.

We are lost without our WiFi Internet connection and I am furious with the lack of help.

I noted I can complain via webform with a response time of 7 days, ha!

Any suggestions, please. Now desperate

Thankyou

Re: Loss of Broadband/WiFi

JimM11 — Thu, 22 Jan 2026 16:14:32 GMT

@21-GJ Only EE CS can tell you and that is only if they can find the information out, have you an area fault etc, some can take months to sort out, has you local area got information that you can find out possibly to the reason why!

If you have an EE mobile and it is known to them number wise then GUIDE to 66033 as a text message sit back and they call you back!

Re: Loss of Broadband/WiFi

XRaySpeX — Thu, 22 Jan 2026 17:03:40 GMT

What lights show on the router?

If it is a neighbourhood issue, you could consult Check service in your area to see if any faults are being attended to in your local area.

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)?

What does BT Wholesale Broadband Availability Checker estimate for your landline 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.

Re: Loss of Broadband/WiFi

Christopher_G — Fri, 23 Jan 2026 16:12:20 GMT

Hi @21-GJ

Welcome to the community.

I'm disappointed to read of your experience so far. If you could reply with the information that @XRaySpeX asked for, he may be able to offer you some advice.

I've also sent you a private message to try and get you some help with this too. Please take a look and get back to me.

Thanks

Chris

Re: Loss of Broadband/WiFi

Tsegaye — Sun, 24 May 2026 18:21:45 GMT

I am ee customer more two years. My wifi is not working nearly one week. They sent engineer but didn't fix it. EE increased their price in April which is higher than the service they are providing. I am happy to swich to another company soon!!!

Re: Loss of Broadband/WiFi

JimM11 — Sun, 24 May 2026 18:24:58 GMT

@Tsegaye That is all your choice to do, if your contract has come to the end off the 24 Months then you should be penalty Free.

Re: Loss of Broadband/WiFi

Chris_S — Tue, 26 May 2026 07:24:32 GMT

Hi @Tsegaye

I'm sorry to hear that you still don't have access to your WIFI after a week.

Did the engineer state what the next steps would be for getting the issue resolved?

If you'd like to discuss the issue with one of our technical guides, you can give us a call.

Chris S