topic Re: No broadband after activation in Broadband & Landline

No broadband after activation

golirra — Sun, 08 Jan 2023 10:59:18 GMT

12 hours after activation deadline landline works but no broadband just flashing blue light on EE smart router, it's Sunday so the helpdesk is closed, any suggestions?

Re: No broadband after activation

XRaySpeX — Sun, 08 Jan 2023 11:01:32 GMT

Welcome to EE's Home Broadband Forum.

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.

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

Re: No broadband after activation

golirra — Sun, 08 Jan 2023 11:51:12 GMT

Re: No broadband after activation

XRaySpeX — Sun, 08 Jan 2023 11:53:49 GMT

OK, no sign of any life there.

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: No broadband after activation

Mustrum — Sun, 08 Jan 2023 12:18:36 GMT

@golirra the helpdesk should be open today, perhaps you tried before they were open.

There are a few ways to contact them:

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

Re: No broadband after activation

golirra — Sun, 08 Jan 2023 12:31:52 GMT

I tried the helpline it's not open on Sunday

Re: No broadband after activation

Mustrum — Sun, 08 Jan 2023 13:00:08 GMT

@golirra I don't know what number you have been trying, but I just got through to an agent by dialling 0800 079 8586 option 3 then option 1. You will be sent a text, or you can wait and be put through straight away.

Give it a go and let us know how you get on.

Re: No broadband after activation

golirra — Sun, 08 Jan 2023 13:06:52 GMT

I just dialled this number, option 3 and it says the office is closed on
Sunday

Re: No broadband after activation

XRaySpeX — Sun, 08 Jan 2023 13:10:57 GMT

I just called that no. as a test & rang off before they answered. They even phoned me back to check everything's OK. Shows they are there today.

Re: No broadband after activation

golirra — Sun, 08 Jan 2023 13:33:52 GMT

Well i am getting the same message if I call from my landline or mobile

Re: No broadband after activation

Leanne_T — Sun, 08 Jan 2023 15:23:31 GMT

Hi @golirra

Do you get the text to help when you call from your mobile?

What happens if you call 150 from your mobile if this is EE, and select option 3 for home broadband?

Leanne.

Re: No broadband after activation

golirra — Mon, 09 Jan 2023 13:56:00 GMT

I eventually got through using my son's mobile but no more information on what the fault is. My broadband was fine with my previous provider right up until the swap over so I can't see why it is a physical problem. Openreach are going to look into before Thursday apparently but I am not holding out much hope. No internet since the 30th December.

Re: No broadband after activation

James_B — Mon, 09 Jan 2023 14:23:14 GMT

Thanks for the update @golirra

I hope the issue is fixed soon.

James

Re: No broadband after activation

golirra — Thu, 12 Jan 2023 14:26:05 GMT

Openreach can out and fixed the issue on Tuesday. The issue was in the cabinet, apparently the landline was connected but for some reason the broadband hadn't been. I'm happy that ee did as much as they could and their customer service were professional and polite despite my impatience. On the positive side it's the fastest speed I've had on my ADSL line so far (Plusnet, Shell).

Re: No broadband after activation

Mustrum — Thu, 12 Jan 2023 14:31:26 GMT

@golirra glad you got it sorted, and thanks for letting us know.