topic Re: No internet connection in Broadband & Landline

No internet connection

Marcus1854 — Sun, 27 Nov 2022 16:50:24 GMT

Hello, I’ve now been without internet for three weeks. I ran out of contract in September and my router is very, very old. It conked out one day and did all the usual: restarted and rebooted etc but this time it didn’t work. Oddly Wi-Fi was connected but not internet. Ethernet connection. Was gone. So after 2 days contacted EE. They checked and said it was an external fault so Openreach came out. Guy couldn’t find anything wrong, changed the sockets etc and left with Wi-Fi now not working.

My old router packed in so I took out an EE Bright router I’d never used to connect. It got into Wi-Fi no problem but couldn’t set it up properly due to no internet connection.

Btw Sky box said router was connected but still FAIL re: on demand.

Contacted EE again who again sent out an Openreach engineer (they didn’t show on the first appointment) and again this time the guy said he had it working yet he couldn’t connect me to the internet. He then said I’ll phone you from the exchange just to check, He never did.

So I bought a brand new router (as I know both of mine were old) now have the same problem in that I can’t get it set up due to no internet connection.

I phone EE and they said they would call me. That was last Tuesday.

My phone line is working and EE can test the line so I don’t know what is wrong.

live reinstalled windows and many other drastic measures now but I am completely lost.

I have decided to move to Sky Broadband for ultra fast fibre. But that is three weeks away.

I am frustrated that EE cannot seem to fix my problem. Anyone ever been in such a predicament?

Re: No internet connection

XRaySpeX — Sun, 27 Nov 2022 16:58:02 GMT

Welcome to EE's Home Broadband Forum.

Which EE BB package are you on? Which router did you buy?

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 original 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: No internet connection

Marcus1854 — Sun, 27 Nov 2022 17:40:11 GMT

Hi, thanks for replying so quickly. Here’s the answers to your questions as best as I can do so:

Which EE BB package are you on?

Im now on a rolling EE contract for broadband.

Which router did you buy?

I have EE Brightbox 1 Router and

TP-Link VDSL/ADSL Modem Router TD-W9970

What lights are showing on the router?

ALL lights are green on both routers. They connect to Wi-Fi but I can’t set them up because I don’t have an internet connection.

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.

The EE Brightbox page on the net doesn’t get past the first page (the one that says “if nothing happens in 5 minutes restart” or words to that effect)

for my TP-Link I’ve tried to connect it via my iPad and I get through to the final bit but it says “Sorry no internet connection”.

I checked my login details with EE. They said they were correct.

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

ASDL

Does the landline phone work?
YES

Do you get a dial tone?

YES

Does it announce your correct no. when you dial 1470 17070?

YES

Openreach have twice been out saying there is no fault yet EE check my connection every time I phone up and say the line is working etc.

Re: No internet connection

XRaySpeX — Sun, 27 Nov 2022 22:32:20 GMT

If all lights are green on your routers you have a full BB connection all the way down to a full internet connection.

I need to see the full router stats from 1 or other of your routers.

Re: No internet connection

Marcus1854 — Mon, 28 Nov 2022 07:48:15 GMT

Thank you now how do I do that?

Re: No internet connection

XRaySpeX — Mon, 28 Nov 2022 11:08:01 GMT

Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

Re: No internet connection

Marcus1854 — Mon, 28 Nov 2022 11:38:15 GMT

Thanks for your help I will do so when I get home tonight and will post what I find.

Really appreciate your advice. Thanks again and I will post later.

Sent from my iPhone

Re: No internet connection

Marcus1854 — Mon, 28 Nov 2022 21:22:55 GMT

Hi once again thanks for your help so far. I have got to the admin homepage and I have followed your instructions.

Here’s what I have:

Hope this info is okay. Once again thanks for taking the time to reply.

Re: No internet connection

Marcus1854 — Mon, 28 Nov 2022 21:28:29 GMT

Re: No internet connection

Marcus1854 — Mon, 28 Nov 2022 21:31:30 GMT

I have noticed on one of the images above I have no IP address. So perhaps that is it? If so how do I fix it? But sorry, I will leave the analysis to you.

I included the other image of the Ethernet as it is connecting but as you can see no internet.

Only other thing is that the username isn’t what I think it is nor what EE told me when I phoned up. But again I shall leave it in your good hands. Thanks.

Re: No internet connection

XRaySpeX — Mon, 28 Nov 2022 23:38:03 GMT

Thanks. What does it say after you log into the BrightBox on the Internet section on the initial Status page? Obscure your names & any digits in the BB Username but post the 1st 2 parts of the (Broadband) IP address.

On the DSL Status page (your 2nd image) what does it say above "Date Rate Info"? It should be headed:

ADSL Status

This page shows information about your ADSL connection. If you are using Ethernet Broadband then this page is not applicable.

Status

This is the bit I'm after.

The BB Username you see is the default before it has connected to EE's server. Have you tried entering your actual BB Username & pwd there?

While the Ethernet connection does show "No Internet", I notice the WiFi connection shows it is fully connected.

Re: No internet connection

Marcus1854 — Tue, 29 Nov 2022 08:26:15 GMT

No probs I’ll do it tonight when I get home from work.

Again thanks.

Re: No internet connection

Marcus1854 — Tue, 29 Nov 2022 19:10:12 GMT

Hi here are the images below:

so I changed the username and password and I have now been connected! BUT loading webpages is extremely slow (to the point of being unworkable) and when I checked my Sky box it did say it was connected now to both the router and on demand but when I click on Catch up there’s nothing there.

oddly enough my PC still tells me there’s no internet?

So thank you for helping me get reconnected but there is still something majorly wrong. Hope you can advise on how to restore a fully functioning connection?

Re: No internet connection

Mustrum — Tue, 29 Nov 2022 19:33:25 GMT

@Marcus1854 what speeds are you expecting?

If you enter your phone number in the BTW DSL checker, post the results hiding your phone number that will show what is available.

https://www.broadbandchecker.btwholesale.com/#/ADSL

It looks like you line is running quite slowly and may need to be reset by EE, I am surprised they said your line was ok when you had no internet!

Re: No internet connection

Marcus1854 — Tue, 29 Nov 2022 19:49:41 GMT

Hi Thanks for your reply.

here are my stats. I usually get around 10 mps and for years that’s been absolutely fine for my needs. Since I ran out of contract in September I have encountered more and more problems until Nov 6 when it just cut off for good.

I have been a bit fed up with how things have progressed so I have ordered FTTP with Sky. Sorry to be leaving EE. I was originally Freeserve then Wanadoo then Orange then EE. So I’ve been with the “same” folk for 23 years.

But I think I am owed my internet to be working before I leave. And of course I will ask for compensation. Just extremely disappointed.

I am however thankful to folk on this EE community forum for their help. Though I still do not have a functioning internet.

Re: No internet connection

Mustrum — Tue, 29 Nov 2022 20:02:56 GMT

@Marcus1854 I can understand your frustration.

So, as you say, your speeds should be better than they are, therefore it is worth getting back to EE to reset your speeds. No doubt the troubles as you describe then, will have reduced the speed to try and get a reliable connection. They may well come back by themselves if the fault has indeed been cleared, but it should be quicker getting them to reset the line.

Compensation should be automatic but given that they were saying the line was OK it would be worth ensuring they know the dates you have been without service.

Re: No internet connection

XRaySpeX — Tue, 29 Nov 2022 21:34:18 GMT

You should really be getting 11 - 12 Meg sync.

On the Advanced Settings > BB Settings page (your 2nd image above) change the DSL Mode from Auto to "G.992.5 (ADSL2+)", reconnect & post the full router stats again as they are now.

Re: No internet connection

Marcus1854 — Wed, 30 Nov 2022 17:07:34 GMT

Re: No internet connection

XRaySpeX — Wed, 30 Nov 2022 18:48:53 GMT

Please edit & repost your 1st image obscuring the IP Addy & BB Username or it will be rejected by the Mods.

Re: No internet connection

XRaySpeX — Wed, 30 Nov 2022 18:54:39 GMT

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?