topic Re: We've got no internet and it's too late at night to report the problem in Broadband & Landline

We've got no internet and it's too late at night to report the problem

Clegy_ — Fri, 22 Jul 2022 00:35:17 GMT

1st world problem, I know.

It's late at night, I'm in the middle of downloading and streaming on my TV and the internet has stopped. There's NO helpline or online chat available until the morning. It;s not helpful when I'm a nightshift worker

The light on the router has gone orange. We've tried turning the router on + off and pressed the reset button(short press and long press). It's still not working. We have heard a click a few times, usually once about 30 seconds after turning the router back on, then the router light changes 10 seconds later from solid green to, firstly flashing a turquoise colour before changing to a solid orange.

Thanks for any advice.

Re: We've got no internet and it's too late at night to report the problem

XRaySpeX — Fri, 22 Jul 2022 01:07:27 GMT

Welcome to EE's Home Broadband Forum.

What does it say after you log into the router:

For a BrightBox: in the Internet section on the initial Status page or
For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

Re: We've got no internet and it's too late at night to report the problem

XRaySpeX — Fri, 22 Jul 2022 01:24:22 GMT

BB issues are rarely localised but specific to your own line.

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

Re: We've got no internet and it's too late at night to report the problem

Clegy_ — Fri, 22 Jul 2022 01:39:13 GMT

Thanks for chipping-in.

It's now working again.

No notion as to what changed. We just left it and it came-through 5 minutes ago.

Re: We've got no internet and it's too late at night to report the problem

XRaySpeX — Fri, 22 Jul 2022 01:44:33 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.

These things occasionally happen, particularly overnight or weekends. It could be that an OR eng has accidentally disturbed your line while working at exchange or cab. It's usually back by mid-morning at the latest w/out EE even being aware of it.

You could text HELP followed by your landline number to 60071 but it won't be actioned until the morning.