topic Re: WiFi not working in Broadband & Landline

WiFi not working

Aideng97 — Thu, 28 Dec 2023 20:17:37 GMT

Hi there, my broadband has gone off and it’s flashing orange, I have tried resetting it, making sure everything is plugged in, and have also tried contacting EE but the phones are down, can anyone help?

thanks,

Aiden

Re: WiFi not working

Mustrum — Thu, 28 Dec 2023 20:21:22 GMT

@Aideng97 what broadband service do you have? Which router?

Have you followed the steps in the Help Pages?

https://ee.co.uk/help/broadband

Re: WiFi not working

Aideng97 — Thu, 28 Dec 2023 20:23:51 GMT

Hi there Mustrum, I have the smart hub plus, I have tried all the stuff it says online and nothing seems to be working?

Re: WiFi not working

Aideng97 — Thu, 28 Dec 2023 20:30:52 GMT

And my service is Essentials fibre 50

Re: WiFi not working

Mustrum — Thu, 28 Dec 2023 20:42:28 GMT

@Aideng97 as I am sure you are aware, this is a customer forum, not Customer Support.

Is you broadband supplied over your phone line, or a full fibre service?

Saying nothing works does not tell anyone anything to help.

I have just checked and can call the Broadband Support team, so what numbers are you trying to call.

Lines are open to 9PM, and there is the automated number to check your line.

Re: WiFi not working

Aideng97 — Thu, 28 Dec 2023 20:47:54 GMT

Hi Mustrum, yes it comes through the phone line, is a dual socket, one for the phone, one for WiFi, but we don’t have a home phone so only one used, I tried on 150, it did the automated checks, which it said everything seemed good, then it went to put me through to an advisor but then said “lines are currently closed”, I’ll try the number again and see if it happens again

Re: WiFi not working

Mustrum — Thu, 28 Dec 2023 20:50:12 GMT

@Aideng97

From any other phone

0330 123 1105

Option 2 worked for me.

Re: WiFi not working

Aideng97 — Thu, 28 Dec 2023 20:55:36 GMT

Did the same again, got a message from a diagnostic bot that said “text service is now closed” and to text guide between 8:00AM - 8:00PM to get a callback, guess I’ll just have to wait till the morning, thanks for the help though

Re: WiFi not working

Neil-O — Fri, 29 Dec 2023 09:26:32 GMT

Hi @Aideng97 post back and let us know how you get one with the callback.

Neil

Re: WiFi not working

Aideng97 — Fri, 29 Dec 2023 10:27:26 GMT

Hi Neil, got through to EE this morning, friendly helpful guy but couldn’t do anything from his end, need an engineer visit, which they can’t get until the 3rd Jan so I’m gonna be without internet again, after it’s only been on for about 10 days, if that, so no broadband again and got people round for new year, May end up cancelling this as I can’t wait 5 days everytime it drops out, not your fault so don’t think I’m aiming this at you, just my current situation,

Aiden

Re: WiFi not working

Neil-O — Fri, 29 Dec 2023 12:55:41 GMT

Hi, @Aideng97 I'm glad you got through this morning, unfortunately with it being the Christmas and New Year holiday period engineer response times will have been delayed. It shouldn't normally take 5 days for an engineer to arrive and I'm sorry for any inconvenience caused.

Neil