topic Re: Broadband issue in Broadband & Landline

Broadband issue

Badhatharry — Sun, 26 Jul 2026 12:26:10 GMT

Hi I’m currently keep getting and issue with my were I’m loseing my connection to the internet.the hub stays on a blue light but you cannot connect any device even by wi fi or Ethernet.

i did the basics unplugged hub and it works again only to do do the same thing 2 to 3 times a day.

So I’ve spoked to support two times now first time we swapped my hub for a new one but day later same issues.

came back from hoilday had full fibre installed so thought if issues with outside cables it would be fixed as new ones, but still getting issues.

rang support again they did some checks said line seams fine but I should give it a week after full fibre install for it to settle down.

Only fault I’ve managed get was a couple of times on the app coming back saying could be out of sync with Cabinet.

Will ring again in couple of days when I get chance but just wanted see if anyone else had same issue and maybe a fix.

Re: Broadband issue

Badhatharry — Sun, 26 Jul 2026 12:29:56 GMT

I’ve just posted about the similar issues and I can say yes to all you points as well as new hub and upgraded cables to full fibre mine does come back if you unplug it but then will do it again at some point.

Re: Broadband issue

XRaySpeX — Sun, 26 Jul 2026 12:38:15 GMT

What lights show on the ONT?

If the router has the Aqua light then your BB is up & running. Therefore any issue is within your property. Confirmed by similar before you had Full Fibre installed.

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

What are the devices you have which you are having trouble with?

Re: Broadband issue

JimM11 — Sun, 26 Jul 2026 12:44:14 GMT

@Badhatharry Then you should call EE CS when it's NOT working and let them check out what they see, do HELP to 66033 as the text and get it moving testing wise.

Re: Broadband issue

JimM11 — Sun, 26 Jul 2026 12:49:50 GMT

@Badhatharry Answered on another post, FF Full Fibre does NOT need a week to settle down it works or it does not....

What hub do you have and what type connection as you mention Full Fibre and NO point in keeping swapping hubs cables about, that is the EE way, 2nd set now either you have a fault or you are unlucky two out off two bad. All the hubs below say which is yours.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: Broadband issue

Badhatharry — Sun, 26 Jul 2026 12:51:34 GMT

Yes it stays on aqua when it goes wrong.

ont. Green on power and PON flashing green on LAN

got a smart hub SH31 B

on full fibre 900 standard

all device iPhone,pad,Xbox,ps 5 sky glass no mater how they connected wi fi or Ethernet(which I replaced or not even used).

tried different plug power sockets as well

Re: Broadband issue

XRaySpeX — Sun, 26 Jul 2026 12:55:40 GMT

@JimM11 wrote:
NO point in keeping swapping hubs cables about

The cables OP is referring to are not hub cables but the switch from copper incoming (ADSL or FTTC) to Fibre (FTTP).

Re: Broadband issue

Badhatharry — Sun, 26 Jul 2026 13:00:06 GMT

Got smart hub 6 plus

yes fibre to premise

Re: Broadband issue

XRaySpeX — Sun, 26 Jul 2026 13:03:51 GMT

If BB is working as indicated by ONT & Aqua light on router I can't see any reason why you can't get at least 1 device of yours well connected. So there may be some underlying cause we can't see.

Text HELP to 66033 to get EE to test the line & see what needs doing.

Re: Broadband issue

JimM11 — Sun, 26 Jul 2026 13:17:18 GMT

@Badhatharry Do the text HELP to 66033 when it is NOT working and have EE CS tell you why from the testing.

If you know how to pppoe direct on the ONT you can do that also and see where you get if it's EE Hub issue or getting blocked.

Re: Broadband issue

Badhatharry — Sun, 26 Jul 2026 13:09:09 GMT

Yeah even EE care thought it was strange when it works it’s great,but like today woke up this morning and couldn’t connect unplugged then works fine,will give them a call when able and see what’s next

Re: Broadband issue

Badhatharry — Sun, 26 Jul 2026 13:11:21 GMT

Yep that’s was when told to give my new full fibre connection time to settle,will ring bk when get chance and see what’s next,it’s more annoying than anything especially if your watching something .

Re: Broadband issue

JimM11 — Sun, 26 Jul 2026 13:19:35 GMT

@Badhatharry You are aware off the FW updates that have been causing havoc with EE systems and there Hubs at present?

Re: Broadband issue

Badhatharry — Sun, 26 Jul 2026 13:28:30 GMT

Yeah seen it after posted so maybe that’s the issue I’m getting as well, is it a issue with all models of routers as was looking at getting the smart hub 7 but don’t see point if it is?

Re: Broadband issue

JimM11 — Sun, 26 Jul 2026 13:44:03 GMT

@Badhatharry Would not get any off them at the moment until later, only one that seems to be good is anything that is older ie starting with the BT Smarthub2 currently. That's not to say what your problem is but you have Aqua connection but zero data flow to the Internet and that can be EE/OR/ your own home Equipment. Let EE send you a third hub just incase.

Blue you mention but it's Aqua as far as EE is concerned with the Hub version.

EE Smart Hub 6 Plus lights | Broadband Help