topic Re: Broadband down in Broadband & Landline

Broadband down

Dad66 — Thu, 01 Oct 2026 07:28:15 GMT

Installed 14th of September. No connection to this day. Multiple restarts, Hub replacement + engineer visit. Result? No broadband. According to EE everything is fine. No its not. Wifi connection with exclamation mark, multiple DNS errors. Extremely low packets sent and received, upload 0. Also being charged for a full month without any compensation.

The most interesting thing is, just before engineer visit connection came back, barely but came back. For him to say it is connected? He left and we got cut off again. Do you play around with this EE?

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 08:23:41 GMT

@Dad66 Replied on your other post before i seen this so you can just ignore that i will go back and delete it, your EE Hub which one do you have and to start with what is the led light status currently? Two hubs something going on with your connection wither it be FF Full Fibre or Copper master OR socket.

Did you have a working connection before as you say Installed 14th so what was involved just new, home move, got Full Fibre installation, or do you just wish EE to keep going at it for you?

Re: Broadband down

Dad66 — Thu, 01 Oct 2026 08:27:13 GMT

This is the latest smart hub pro 7 with a full fibre 1.6gb. Lights on ONT are usually solid (from left to right) solid, solid, blank, blinking. Hub is aqua and still no connection at all. Cables connected properly there is nothing loose. Last week and a half PON was constantly blinking and hub was blinking orange or solid aqua. Nothing makes sense with these lights to be honest. No broadband at all if they are on or off. There was a problem connecting from day one with first engineer installation visit.

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 08:48:36 GMT

@Dad66 So a 1.6Gb/s FF, did the ONT get swapped or is it still the same one? Lights are Power/Pon Both solid green, LOS should be out, and the Lan flashing with data back forth, and a solid Aqua light on that Pro Hub. Is this all correct? There are a few different ONT's with various led positions so need to know what instead off just the left/right as you have done. Take a quick look at the link below some ONT's i have posted up earlier.

Solved: Re: Smart hub 7 pro delivery. - The EE Community

ONT has to get provisioned correctly by OR, once done then PON goes steady Green, you never ever want to see the LOS anything but blank/not lit.....

Re: Broadband down

Dad66 — Thu, 01 Oct 2026 09:12:26 GMT

So, this is our first time with openreach. They installed first ever ONT in this flat. It looks like the first one from the link or at least very similar. It has different model number which is SDX601q. Can confirm LAN is flashing, PON is solid or flashing at random and power is on. LOS is always off. Aqua on the hub most of the time with long periods of blinking orange simultaneously with blinking PON on ONT.

Its this one:

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 09:24:41 GMT

@Dad66 The Adtran version is on the OR sin sheet but new and not fully there yet so i need to go look, DO think it is a 2.5Gb/s version although they have it currently marked up as a 1Gb/s so think OR has it wrong sheet wise......

I would do the starter for ten, switch them both off, leave 5 mins, after that time and this is important, ONT powered only, get it up to Power/Pon Solid, then leave another 5 mins.... After that and you are happy start the EE Pro hub up watching the ONT carefully as it all happens no blips on that ONT Power/Pon MUST stay solid....

Your posted picture needs to be approved for general viewing, so currently cannot be seen and not waiting for it to happen just so you are aware.... Jim

Re: Broadband down

Dad66 — Thu, 01 Oct 2026 09:35:38 GMT

Och ok. So if this will take ages to approve I will just add a number on a ONT sticker "ADTN248107D6"

Lights : Power, PON, LOS, LAN

I will try these steps once I am back home but did multiple resets with ee guides with no positive result.

If that doesn't help then I dont know. Cancellation I suppose.

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 09:51:25 GMT

@Dad66 No problem we can pick it all up later.... Pon should never ever be flashing, that is just not good....

Just trying to work out who is best for you, currently looking like OR need to sort it out first there side.

Picture cleared and you do have the correct ONT at least for your speed to be at the 1.8Gb/s that OR provide to get the 1.6Gb/s package to work. Also see that your Lan light is NOT lit, is the EE Pro hub off or not connected to the Pro wan connection?

Re: Broadband down

Dad66 — Thu, 01 Oct 2026 10:08:20 GMT

Exactly, but its flashing quite often. This is older photo for an engineer. Todays morning PON was flashing, hub was flashing and my PC and mobile phones showed like "connected" without connection. We had Hub connected all the time to the WAN port with red cable. Engineer said during last visit that this red cable provoded cat5.e is not good enough so he said I must plug in my own cat6+ which I had two. One going from my PC to the hub and now from the hub to the ONT as well. That didnt changed anything. Wifi doesnt work and PC through ethernet cat6+ doesnt.

So far we tried many resets, restarts, different cables and hub replacement. This is crazy

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 10:26:16 GMT

@Dad66 The Engineer knows nothing about Cat5e/6e cabling trust me, a short link patch cable like you have is well capable off doing so, BUT and this is a BUT, Cat 6 does appear to be better on the 2.5Gb/s Ethernet connections, that may just be down to the quality off the cable.

So do not be surprised the cable issue fixed NOTHING, the PON should never be flashing, did the OR Engineer see that also? With your next visit if that is ever going to happen find out the Fibre light level it is very important for a good Fibre connection and if poor Pon will yo-yo back and forth. You mention a Flat, is this as far as you are aware a MDU install, Multi Dwelling Unit?

Just keep the Cat 6 cable on the ONT/Pro Hub that will satisfy all the request's for those that ask....

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 10:21:56 GMT

@Dad66 We need to get to the steady Pon, the Hub on Aqua and then go from this point onwards, there is a lot going on and the WiFi ! mark, not interested on that one yet as you have an Ethernet port to test first with on your PC/Laptop....

Re: Broadband down

Dad66 — Thu, 01 Oct 2026 10:35:23 GMT

As far as I know there is a small cabinet with all the meters and OR box is installed here, ground floor. Then the cable runs to the first floor straight to tiny box just above my flat door. Then through the hole to my flat. Apparently we are the only flat with this EE fibre in the area. Thats all I know

Around 5pm I will do these steps you mentioned earlier and see what happens. And yes, wifi icon on smartphones show ! as well. Yesterday I couldnt even connect my phone to this wifi with a message "couldnt obtain ip address" and PC is always about DNS errors

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 10:47:21 GMT

@Dad66 Typical MDU install so you may have multiple splice points as well. This is all apart from a 1.6Gb/s package just the heads up. On a OR connection was done Oct 2024 out the bat and to date not ONE fibre connection issue....

So you also have the picture the fact you say multiple hubs, always issues going to be sticking with the ONT/Fibre/OR provisioning/EE speed profile.... Once that is all out the way EE text as HELP to 66033 and then sending you the HomeView+ pdf report so it is established they are testing the correct connection.

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 11:59:07 GMT

@Dad66 When you get some time have a read at the link below, not saying this is your issue but all the steps have to be sorted out.

Solved: Flashing PON light - BT Community

Re: Broadband down

Dad66 — Thu, 01 Oct 2026 13:50:46 GMT

I will definitely have a look at this too first and then previous steps. Thanks !

Re: Broadband down

Profile closed — Thu, 01 Oct 2026 16:49:28 GMT

Where the Ethernet is plugged in what color is the actual socket ? yellow ? or Orange ?

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 16:59:55 GMT

@Profile closed Will be orange, the BT Sin has been updated to reflect the correct information now with a 2.5Gb/s port and as shown in the posted picture when cleared for viewing.

Adtran 2.5Gb/s version high speed.

Re: Broadband down

Profile closed — Thu, 01 Oct 2026 17:05:17 GMT

Yeah i only asked as reading here it seems there are two types one with a yellow socket thats 1GB & the orange which is 2.5GB , its a bit misleading as Both have 2.5Gb written on the Ethernet port but infarct one (the Yellow) is gimped by only a 1Gb throughput , i was wondering why EE would try to supply possibly 1.6Gb to a property with only a 1GB socket , made me check mine & i indeed have the Orange variant at 2.5Gb at the moment 1.6Gb isn't available in my area but at leased when it is i wont need an engineer visit

https://www.ispreview.co.uk/index.php/2022/09/pictured-openreachs-future-2-5gbps-ont-for-fttp-broadband.html

Re: Broadband down

JimM11 — Thu, 01 Oct 2026 17:23:00 GMT

@Profile closed Have a look at your Advanced Wireless status, would think you should see it syncing at 2.5Gb/s because you have a Pro Hub and a capable ONT. Profile is set by EE to your FF900. Pm'd you the sin link, 506B is the one.

Edit:- really looks like you have the Zyxel model installed.

This really answer's a lot and why you Pro/Mesh is all working so great, 2.5Gb/s makes a huge difference in response.

Re: Broadband down

Profile closed — Thu, 01 Oct 2026 17:14:25 GMT

Yeah WAN link 2.5 Gbps , i just got to wait until 1.6 Gbps is in my area , i mean TBH i dont really need it 1gb is more than enough for me but if the upgrade isnt to much more costly ill probably upgrade.