topic Broadband not working in Broadband & Landline

Broadband not working

AngieT1 — Mon, 05 Jun 2023 09:09:56 GMT

Hi, my broadband and landline has not been working for a week now. I do not have enough reception or 4g on my mobile where i live to call EE. Apparently there is a fault but I haven't received any more updates. Is there any other way I can contact EE? Eg email, messaging etc, I have tried Facebook messenger but was told they couldn't help. I hope I am not going to be charged the full monthly charge for my broadband?

Re: Broadband not working

XRaySpeX — Mon, 05 Jun 2023 10:00:11 GMT

@AngieT1 : Welcome to EE's Home Broadband Forum.

Have you just joined EE BB or were you already with EE BB?

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 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: Broadband not working

XRaySpeX — Mon, 05 Jun 2023 10:03:18 GMT

@AngieT1 : Text HELP followed by your landline number to 60071 from another phone.

Re: Broadband not working

AngieT1 — Mon, 05 Jun 2023 10:12:34 GMT

Nothing is working. Dialing tone is crackly and no Internet for a week now.
A neighbour has just informed me that apparently the council have to dig up
pavement so BT open reach can access the problem. I'm quite annoyed that EE
themselves haven't kept me up to date on what is happening but will no
doubt still charge me my full monthly amount!!

Re: Broadband not working

XRaySpeX — Mon, 05 Jun 2023 10:18:15 GMT

You should still be able to login to the router even when BB is not working.

What about your correct no. when you dial 1470 17070?

Re: Broadband not working

Schockwave — Mon, 05 Jun 2023 11:23:44 GMT

@AngieT1 , you will be compensated for the time you are without broadband, but you will need to discuss this with customer service, this happened here where I live years ago, and we were without broadband for around three weeks before we were re-connected, it affected businesses as well.