topic Re: Broadband not working at all in Broadband & Landline

Broadband not working at all

Ha48 — Wed, 25 Jan 2023 13:32:53 GMT

Hello,
It’s been 3 days now that I’m sitting without the broadband working at all, it’s just blinking yellow.

The power is green and the wireless but there’s no internet at all.

This is an ee bright box.

I have tried restarting resetting checking lines and everything but it is still not working.

Re: Broadband not working at all

XRaySpeX — Wed, 25 Jan 2023 13:36:13 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 phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

Re: Broadband not working at all

Ha48 — Wed, 25 Jan 2023 13:43:59 GMT

Hello,

I cannot login into the router at all because there’s no internet, it’s just blinking.

I am using mobile data and tried to login but the page isn’t loading up.

Thanks

Re: Broadband not working at all

XRaySpeX — Wed, 25 Jan 2023 14:35:02 GMT

You don't need the Net to be able to login to routers. In fact you can do so even when they are unconnected to the phone socket.

Re: Broadband not working at all

Mustrum — Wed, 25 Jan 2023 14:47:40 GMT

@Ha48 have you spoken to the Broadband Care Team? Option 3

Phone

All our brilliant teams are based in the UK or Ireland.

Calling from EE mobile 150

Free to pay monthly
25p per call on pay as you go

Calling from EE landline
0800 079 8586

From another provider
0800 956 6000

Re: Broadband not working at all

Ha48 — Wed, 25 Jan 2023 15:57:50 GMT

Hello,

I have managed to login and it says as follows:

broadband type: ADSL

Broadband state: disconnected

Internet state: disconnected

Time connected: 00:00:00

Downstream Rate: 0 Mbps

Upstream Rate: 0 Mbps

IP Address: 0.0.0.0

Broadband Username: xxxxxxxxx

Re: Broadband not working at all

Ha48 — Wed, 25 Jan 2023 15:58:42 GMT

Hello,

I have not called but I will be doing it first thing tomorrow morning, thank you.

Re: Broadband not working at all

Ha48 — Wed, 25 Jan 2023 16:00:28 GMT

Re: Broadband not working at all

XRaySpeX — Wed, 25 Jan 2023 16:00:48 GMT

Yes, no BB there at all.

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 not working at all

XRaySpeX — Wed, 25 Jan 2023 16:03:33 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?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

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?

Re: Broadband not working at all

Ha48 — Wed, 25 Jan 2023 17:00:29 GMT

I have checked with the BT service status and there is no faults in my area.

I only have a single faceplate, and I do not have extension sockets.

I have tried to reboot the router but still same issue, and plugged it into the test socket.

I have blurred out my name.

Same results still blinking yellow unfortunately.

Re: Broadband not working at all

XRaySpeX — Wed, 25 Jan 2023 17:30:35 GMT

What about the phone?

Re: Broadband not working at all

Ha48 — Wed, 25 Jan 2023 18:28:26 GMT

I am not currently using the landline, and it’s been a while since I’ve disconnected it and I don’t know where my partner has put the phone. So Currently I do not have an update on the landline.

Re: Broadband not working at all

XRaySpeX — Wed, 25 Jan 2023 18:39:45 GMT

A corded phone handset is the best diagnostic tool you can have for BB. I strongly recommend getting a cheap corded handset to help diagnose BB issues like yours as well as keeping the line "wet" to help avoiding BB issues & paying out for an engineer to fix faults in your own wiring.

Re: Broadband not working at all

Ha48 — Fri, 27 Jan 2023 09:51:55 GMT

Hello,

I managed to get the landline phone, and the landline phone does not work at all, there’s no dial Tone at all.

thank you

Re: Broadband not working at all

Leanne_T — Fri, 27 Jan 2023 09:54:08 GMT

Hi @Ha48

Please call us on 0800 079 8586 and our Broadband Care team will get this looked into for you.

Let us know how you get on.

Leanne.

Re: Broadband not working at all

XRaySpeX — Fri, 27 Jan 2023 10:53:30 GMT

Well, all you can now do is report it to CS as @Mustrum suggested earlier.

Try calling CS on the Freephone no. (Opt 3) in my sig.