topic Re: Trouble starting up. in Broadband & Landline

Trouble starting up.

Olliehockin — Sat, 01 Apr 2023 14:52:58 GMT

Hi All,

I have recently switched to EE for Broadband. Went live on 31st but so far the Smart Router is still only showing a green light. It is connecting to WI-FI, but not showing up on my account, or adding the free extra data to my mobile account.

I have tried using the fault bot text system, but it says I cannot be found, and doesn’t seem to be a way to talk to a human.

can anyone (that isn’t a robot) help?

Thanks

Ollie

Re: Trouble starting up.

Mustrum — Sat, 01 Apr 2023 15:36:05 GMT

@Olliehockin the extra data is normally added to your mobile account up to 30 days after your broadband goes live.

Is your phone line working? Does it report the correct number when you dial 17070 and is it quiet with option 2?

Have you moved supplier, or is this a first time install?

PS calling 0800 079 8586 option 3 normally gets you through to CS.

Re: Trouble starting up.

Olliehockin — Sat, 01 Apr 2023 15:39:33 GMT

Hi, Thanks for the reply.

Thanks for letting me know ref. The data.

I have transferred from another supplier, with not phone line and just Broadband. The text support bot keeps asking for a phone number, but the only one connected to my account is my mobile and the bot cannot find.

Re: Trouble starting up.

XRaySpeX — Sat, 01 Apr 2023 16:29:33 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.

Re: Trouble starting up.

Olliehockin — Sat, 01 Apr 2023 16:40:49 GMT

Hi, thanks for the message.

not the most tech savvy so have done what I can.

Broadband IP address 2.31.aaa.aaa

Is this what you need.

Re: Trouble starting up.

XRaySpeX — Sat, 01 Apr 2023 16:45:52 GMT

No, the whole page but having a BB IP addy shows you are connected fully.

Re: Trouble starting up.

Olliehockin — Sat, 01 Apr 2023 16:51:30 GMT

Re: Trouble starting up.

XRaySpeX — Sat, 01 Apr 2023 17:00:17 GMT

You are fully BB connected for over 7 hours.

Now post the Home > Status page.

Re: Trouble starting up.

Olliehockin — Sat, 01 Apr 2023 17:07:32 GMT

Re: Trouble starting up.

XRaySpeX — Sat, 01 Apr 2023 17:11:46 GMT

That's fine! Faulty LED then? Don't your devices access the Net?

Re: Trouble starting up.

Olliehockin — Sat, 01 Apr 2023 17:18:31 GMT

Internet has always been fine, but the light on the front doesn’t correlate.

My concern is that the text bot cannot find me using the number and I cannot test speed as tells me the following.

Re: Trouble starting up.

XRaySpeX — Sat, 01 Apr 2023 17:41:43 GMT

The broken light is the only issue if you care about it. You sure you are not mixing up the Aqua colour with Green?

The support bot only knows landline nos. It was built in the days when all BB ran over landlines with nos., before FTTP & SOGEA.