topic Re: Broadband not working in Broadband & Landline

Broadband not working

Taracorkery — Sat, 06 Aug 2022 21:04:20 GMT

Broadband been down all day nothing registered online for outages in Derry and sent help to the mobile service and got this reply but still not working 10 hours later

Hi, it's the EE Diagnostics bot here.
Our diagnostic testing has found that your broadband service is being affected by a network problem in your area. Network issues are usually resolved in 4 hours.
Thank you for your patience whilst the problem is fixed

Re: Broadband not working

Schockwave — Sat, 06 Aug 2022 21:16:07 GMT

Hello @Taracorkery ,

Welcome to the community,

You will have to ring customer service to see how far they have got with resolving your problem, you can do this tomorrow morning onwards, as they are closed now. You will need to speak to the broadband team.

Re: Broadband not working

XRaySpeX — Sat, 06 Aug 2022 21:19:31 GMT

Welcome to EE's Home Broadband Forum.

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.

Have you just joined EE BB or were you already with EE BB?

What lights are showing on the router?

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.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

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

Re: Broadband not working

Taracorkery — Sat, 06 Aug 2022 21:46:07 GMT

Ok thanks will give them a call tomorrow