topic Re: Re: How to report broadband fault online in Broadband & Landline

Re: How to report broadband fault online

Jude-Norcliffe — Tue, 16 Aug 2022 20:37:28 GMT

Storms today have knocked out broadband out too, yellow flashing lights, can't report it as the office is now closed so I guess there is little I can do. This is the third fault in two months, I'm getting alot annoyed by it. It's just not good enough.

Re: Re: How to report broadband fault online

XRaySpeX — Tue, 16 Aug 2022 20:47:44 GMT

@Jude-Norcliffe : Text HELP followed by your landline number to 60071 during business hours & EE will investigate & test your BB.

Storms are gonna affect all ISPs.

Re: Re: How to report broadband fault online

Jude-Norcliffe — Tue, 16 Aug 2022 21:23:01 GMT

We don't have a landline just broadband.

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Re: Re: How to report broadband fault online

XRaySpeX — Tue, 16 Aug 2022 22:02:25 GMT

Then you've no choice but call CS in the A.M.

EE's help reporting method hasn't kept up with its products.

Re: Re: How to report broadband fault online

Mustrum — Tue, 16 Aug 2022 22:02:44 GMT

@Jude-Norcliffe you can just text HELP to 60071 and you should get a call back.

See the Contact Page for more info.

https://ee.co.uk/contact-ee/technical-support/broadband-landline

Broadband - text EE for a call back

Text HELP to 60071 (charge may apply at your standard rate)

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 mins to book a slot.
If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.

Monday to Friday 8am - 9pm

Saturday and Sunday 8am - 8pm

Re: Re: How to report broadband fault online

XRaySpeX — Tue, 16 Aug 2022 22:12:43 GMT

@Mustrum : Beats me how EE are gonna know whose BB to test. You'll almost certainly be texting from a mobile, not necessarily on EE, not associated with the BB line at issue.

What EE need is a HELP followed by ALID or BBEU or UPRN to 60071.

Re: Re: How to report broadband fault online

Mustrum — Tue, 16 Aug 2022 22:18:36 GMT

@XRaySpeX the chances of customers knowing or where to find their ALID or BBEU or UPRN seem slim, unless they phone CS.

Guess they had to do something for those without a landline, so it is just a call back service.

Re: Re: How to report broadband fault online

XRaySpeX — Tue, 16 Aug 2022 22:26:07 GMT

@Mustrum : Exactly, they ask CS for them when they give up their landline.

Just a call back service? That's not what they are promising in your post.

EE has certainly not thought thro' its provision of no-call help for BB.