topic Re: @Broadband down 37 days - brick wall? in Broadband & Landline

@Broadband down 37 days - brick wall?

stefkell2910 — Wed, 24 Aug 2022 14:51:06 GMT

Has anyone else experienced this.

My Broadband went down JULY 18th

Today AUGUST 24th it is still down.

EE, up until this point, have been unable to arrange for a broadband engineer to look at it. Long story, but basically, EE try to pass my fault to Openreach, the “fault”sticks, various teams have a meeting, cancel the “stuck ticket” and raise a new ticket - Which sticks The whole process repeats again and again —for 37days

Re: @Broadband down 37 days - brick wall?

XRaySpeX — Wed, 24 Aug 2022 14:55:52 GMT

Welcome to EE's Home Broadband Forum.

EE passes faults to OR as it is OP who actually investigates & fixes them.

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 down 37 days - brick wall?

stefkell2910 — Wed, 24 Aug 2022 15:09:08 GMT

Hi
Phone line is working fine.
Can log onto router ok but shows no broadband. Have reset everything as per earliest contact with EE support.
Has more or less been diagnosed as an issue at the exchange end. But EE have been unable to raise my fault with OR. They know it is an issue with the system - but have no alternative method of raising a fault with OR. Have tried OR direct, but my contract is with EE.

Sent from my iPhone

Re: @Broadband down 37 days - brick wall?

XRaySpeX — Wed, 24 Aug 2022 15:15:34 GMT

Let's see the full router status page. Altho' it might be too late if you've reset everything.

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: @Broadband down 37 days - brick wall?

stefkell2910 — Wed, 24 Aug 2022 15:24:08 GMT

Hi

I have checked everything that I can at my end.

This “ghost issue” with my fault/ticket to OR has been escalated “apparently” within EE and OR. Various teams, some with “executive” in their team title, have investigated and the only thing that “looks” to get done is “ let’s try another ticket”.
If a broadband engineer can be assigned to my fault I suspect it will be fixed pretty quickly.

Cheers

Sent from my iPhone

Re: @Broadband down 37 days - brick wall?

pip11 — Wed, 24 Aug 2022 18:35:00 GMT

Have you checked the link to BT Servise Status @XRaySpeX gave you?