topic Re: Change of broadband package now no WiFi, why? in Broadband & Landline

Change of broadband package now no WiFi, why?

Katrina2023 — Fri, 13 Jan 2023 21:09:38 GMT

Changed onto new broadband package yesterday and router arriving tomorrow but it’s been switched over so now have no WiFi connection why can it not still run on old router? Why do they switch before new router arrives if it means no WiFi connection for 48 hours?

Re: Change of broadband package now no WiFi, why?

Kirigaya_Kazuto — Fri, 13 Jan 2023 21:11:21 GMT

Did you move from copper to fibre line?

Re: Change of broadband package now no WiFi, why?

Katrina2023 — Fri, 13 Jan 2023 21:18:02 GMT

No still fibre but faster speed. Just wondered if I need to wait for router tomorrow. I’ve left it too late to speak to anyone in office. I’ve got 4g so and think they are back open tomorrow

Re: Change of broadband package now no WiFi, why?

Mustrum — Fri, 13 Jan 2023 21:24:30 GMT

Have you moved from VDSL to G Fast? Below 80Mbps to above that speed?

If so you will need the new white smart router rather than the black smart hub. the migration of services.

Normally if you needed a new router it would arrive before

Re: Change of broadband package now no WiFi, why?

Katrina2023 — Fri, 13 Jan 2023 21:39:56 GMT

Mmm we were on normal speed before and with new package it’s faster speed so yes probably correct that need the router that’s arriving tomorrow but seems odd that they have already done the switch and left us without WiFi till then.

thanks for your reply

Re: Change of broadband package now no WiFi, why?

Northerner — Fri, 13 Jan 2023 21:48:04 GMT

Hi @Katrina2023

You understand that the internet is your WiFi. WiFi is just a wireless connection to your internet via your router. If your internet is dead/changed you won't have WiFi but wirelessly you are still connected to your old router.

When you connect your new router you'll need to reconnect all your devices again.

Thanks

Re: Change of broadband package now no WiFi, why?

Mustrum — Fri, 13 Jan 2023 21:53:42 GMT

Or change SSID and password of the new router to match those on the old router.

Re: Change of broadband package now no WiFi, why?

Katrina2023 — Fri, 13 Jan 2023 22:03:29 GMT

Thank you

So as we currently still have old router should I try and reconnect everything using that one for now ?

Re: Change of broadband package now no WiFi, why?

Mustrum — Fri, 13 Jan 2023 22:07:47 GMT

@Katrina2023 could you give us a bit more detail?

What router do you have now?

What package are you on now, and what are you upgrading to?

Have EE sent a message to say your service has changed today?

Re: Change of broadband package now no WiFi, why?

Katrina2023 — Fri, 13 Jan 2023 22:36:25 GMT

Switched over onto fibre plus broadband and landline and I’ve had confirmation that it’s gone through and that the new router will arrive tomorrow but did not realise I would be without WiFi today / it would stop working and stupidly did not think it phone till to late this evening. We were on standard ee package before.

I'm hoping I’ll get a call tomorrow from someone to either advice how I can make current router work again (sorry I’m not very technical) or hope that when new router arrives it will have clear instructions

thank you for trying to help though. I’m going to switch 4g off now and grateful for everyone’s help and time this evening

katrina

Re: Change of broadband package now no WiFi, why?

Mustrum — Fri, 13 Jan 2023 22:45:01 GMT

@Katrina2023 just one more thought for now - is your phone working ok?

Errm, can you look at your router, does it have any label or information on it?

Re: Change of broadband package now no WiFi, why?

XRaySpeX — Sat, 14 Jan 2023 00:16:23 GMT

@Katrina2023 : Which router do you have at the moment?

If you've switched from standard EE Fibre to EE Fibre Plus, as would seem from what you've said, then the same router should work w/out any change. Usually that would be the black EE Smart Hub. Is that what you've got? If so, maybe that's why you haven't received any new router. It wouldn't be needed.

FYI: EE Fibre & EE Fibre Plus are really the same product except that EE Fibre is run capped at 40 Meg.

Re: Change of broadband package now no WiFi, why?

Katrina2023 — Sat, 14 Jan 2023 02:18:25 GMT

Thanks

mmm strange then as yes black usual router (not sure why they are sending me another router then if not needed) and seems that landline is working fine, green lights all flashing in router to say it should all be ok

Re: Change of broadband package now no WiFi, why?

Katrina2023 — Sat, 14 Jan 2023 02:18:53 GMT

Yep landline working

Re: Change of broadband package now no WiFi, why?

XRaySpeX — Sat, 14 Jan 2023 03:58:10 GMT

@Katrina2023 : 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 phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?