topic Re: Broadband is down and EE support line is closed in Broadband & Landline

Broadband is down and EE support line is closed

Itaghai — Wed, 09 Nov 2022 23:18:54 GMT

So, my broadband went down over 20 minutes ago (22:55 according to router logs), I have tried to contact EE but all the contacts I found were already closed for the day.

Is there any other contacts besides the 150 and texting 60071?

Re: Broadband is down and EE support line is closed

XRaySpeX — Wed, 09 Nov 2022 23:23:34 GMT

Welcome to EE's Home Broadband Forum.

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 (Broadband) IP address. This might 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 is down and EE support line is closed

Itaghai — Wed, 09 Nov 2022 23:30:46 GMT

Hello @XRaySpeX ,

The issue isn't with the router or anything on my side, it's either some cable outside or some service that went down.

The lights are just the usual, everything is green except the broadband is red.

All the usual testing has been done and there is nothing else I can do to track the issue.
I got the basic knowledge of the network as I'm from IT.

We also had one interaction before in this post: https://community.ee.co.uk/t5/Broadband-Landline/EE-Broadband-unstable/m-p/1143553
So you can see I'm not a complete newbie regarding basic internet components.

Re: Broadband is down and EE support line is closed

XRaySpeX — Wed, 09 Nov 2022 23:35:08 GMT

I never said it was but info from the router & landline might help to narrow down what is the issue outside.

Re: Broadband is down and EE support line is closed

Itaghai — Wed, 09 Nov 2022 23:42:44 GMT

I just didn't want to be switching between my phone hotspot and the router wi-fi over and over.

The router doesn't have any useful data in my opinion but there it goes:

The logs are cleared because I had restarted the router, so when I called EE I could just say I had already restarted the router.

Re: Broadband is down and EE support line is closed

XRaySpeX — Wed, 09 Nov 2022 23:46:47 GMT

What about the landline?

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 is down and EE support line is closed

Itaghai — Wed, 09 Nov 2022 23:51:33 GMT

The BT Service Status says there are no issues in the area, however, it just went down 1 hour ago.

I can't test the landline because I don't have a phone anymore.