topic Re: New Broadband Customer - No Internet? in Broadband & Landline

New Broadband Customer - No Internet?

Dean_A7x — Tue, 23 Apr 2024 08:24:27 GMT

Hi all,

Service went "live" 1 hour ago.

However my router is constantly blinking orange, suggesting its trying to make a connection.

I've checked, and double checked the cables to ensure that this isn't the issue.

I've even gone as far as to replace the cables with other ones, yet the service is still not available.

Is there any suggestions or direction I can take from here?

As I was previously with BT, and had 0 issues since my time with them.

Many thanks.

Re: New Broadband Customer - No Internet?

JimM11 — Tue, 23 Apr 2024 09:08:03 GMT

@Dean_A7x If you can just wait, it takes time for the switch over to happen and EE advise that it can be anytime up to midnight of the activation day, if you get an email to say that you are now active from EE then it should be good to go at that point. Expect the router to update to latest FW during the initialisation period and don't keep switching it on and off.

Get your app downloaded as you may need it, and hopefully it works?

Re: New Broadband Customer - No Internet?

dnlytle — Mon, 17 Jun 2024 16:37:12 GMT

Hi,

same problem with me today on activation day. Got a text and email to say all is good to go with broadband.

Yet, same problem as Dean_A7x

I switched to EE because i had exactly the same problem with Vodafone when i upgraded to their full fibre. Openeach installed the ONT box and on Vodafone's activation day no internet, just flashing router. Waited two weeks after multiple phonecalls with still no resolution so cancelled and joined EE as thought it better to have an account with the company who installed the full fibre cable into the house.

So needless to say im not happy as exactly the same problem is happening with EE. Thankfully i have a engineer booked to come out in a couple of days so hopefully will get a resolution.

From all the forums and blogs Ive been reading over the weeks it this looks like a major issue for somebody.... is it BT openreach, Vodafone or EE or all three.

Maybe I'll end up going back to Virgin as their full fibre is still wired to the house

Re: New Broadband Customer - No Internet?

JimM11 — Mon, 17 Jun 2024 17:34:24 GMT

@dnlytle Is your activation today, and what does the e-mail from EE say?

Re: New Broadband Customer - No Internet?

RachT123 — Mon, 17 Jun 2024 17:47:03 GMT

Unfortunately BT/EE don't get a better service from OR than Voda or any other service provider.

What are the light indicators on the ONT looking like?

Re: New Broadband Customer - No Internet?

XRaySpeX — Mon, 17 Jun 2024 18:04:36 GMT

@dnlytle wrote:

cancelled and joined EE as thought it better to have an account with the company who installed the full fibre cable into the house.

But EE doesn't! It's OR who does for all ISPs with no favouritism.

Re: New Broadband Customer - No Internet?

dnlytle — Mon, 17 Jun 2024 19:13:27 GMT

Hi, the email said I was good to go, it gave me directions for plugging in the router etc, all fairly basic stuff. I also got a text this morning saying that the service was ready as well

Re: New Broadband Customer - No Internet?

dnlytle — Mon, 17 Jun 2024 19:17:26 GMT

Three green lights all constant and not flickering. The only light with no illumination is the daily light.

ONT box has one lan port, one digital port, power input and an on off switch.

I’ve done all the power on off suggestions over the telephone and as per EE troubleshooting guides. I’ve even hard reset the ONT box. Everything reverts back to the same ie three green lights in ONT box and flashing orange light in EE router

Exactly the same situation that I had with the Vodafone setup.

Re: New Broadband Customer - No Internet?

dnlytle — Mon, 17 Jun 2024 19:19:21 GMT

Fault light, not daily light (not sure how that typo happened)

Re: New Broadband Customer - No Internet?

XRaySpeX — Mon, 17 Jun 2024 19:20:21 GMT

BB may not be fully installed until midnight on activation day. Wait until then before reporting it to CS.

Re: New Broadband Customer - No Internet?

JimM11 — Mon, 17 Jun 2024 19:24:44 GMT

@dnlytle You may want to take a picture of the ONT and post, take it you are plugged into the wan port rear of the EE Router, and Ethernet cable from there to the ONT Lan. You may have had a failed OR fibre install if you have never had it working reading your post. Although the lights on the ONT look good, there is a lot more to it than that!

Re: New Broadband Customer - No Internet?

XRaySpeX — Mon, 17 Jun 2024 19:24:58 GMT

What light showing on router?

Re: New Broadband Customer - No Internet?

dnlytle — Mon, 17 Jun 2024 20:18:09 GMT

Hi, yep cat5e/6 cable connected from WAN port on router to network port on ONT box.

engineer coming around this Thursday so hopefully will get resolution. If not, I’m not sure what to do next.

Re: New Broadband Customer - No Internet?

dnlytle — Mon, 17 Jun 2024 20:19:23 GMT

Did you ever get a resolution, are you up and running yet

Re: New Broadband Customer - No Internet?

RachT123 — Mon, 17 Jun 2024 20:26:14 GMT

Is the ONT an Adtran (more rounded or Nokia (more square)?

If it's an Adtran, I have heard of an issue where an initial firmware update fails to complete (really the OR Engineer should wait until the service is up and running) - I believe that this can be fixed by the engineer on Thursday. (I believe it might require a replacement ONT)

I assume you tried to contact VF and they were useless at getting an engineer sent out?

Re: New Broadband Customer - No Internet?

dnlytle — Mon, 17 Jun 2024 21:07:19 GMT

Hi, it’s the Nokia ONT box I believe according to EE website.

yep, VF were awful, spent nearly two weeks going round and round in circles spending 45mins on the phone going through the same script every time with no plan or attempt at resolution. I gave up and cancelled my contract. VF never attempted to get an engineer out

Re: New Broadband Customer - No Internet?

RachT123 — Mon, 17 Jun 2024 21:22:47 GMT

Hi,

Thanks for that information.

The third parties who do a lot of FTTP installs (MJ Quinn’s/ Kelly Communications) are awful! When I had an OR engineer out to try and fix my fault (random disconnects - I actually think this is connected to the Smart Hub Plus at this point) the first question they asked: ‘who installed this?’ - there was an issue with the splice (where the external customer service point connects with the internal cable/fibre). They also caused damage to my house I had to complain about.

Hopefully the issue will be fixed on Thursday for you

Re: New Broadband Customer - No Internet?

dnlytle — Tue, 25 Jun 2024 08:45:21 GMT

Eventually online after a month and a day.

Opnreach engineer visited yesterday and the problem was fixed fairly quickly. They had to ‘ do a rebuild’ on my line. No issues with initial installation or equipment. Apparently one of the ooenreach exchanges when being set up they ran out of fibre cable and as a result have to reroute or rebuild my line through another exchange or something like that. I’m not overly sure if I e explained that right.

fair play to EE since I joined with them, everything they said they would do and in the timescales they said has happened. In a week I’ve had two engineers trying to fix the problem. Unlike Vodafone, which is why I left them, who in two weeks did nothing apart from send me two network cables to try and fix the problem.

Re: New Broadband Customer - No Internet?

JimM11 — Tue, 25 Jun 2024 08:59:50 GMT

@dnlytle Good you are up and running, You explained it well enough... Can happen to any system on the initial setup, and unfortunately it can be a problem to get corrected, why it's called a failed OR fibre install. HTH

Re: New Broadband Customer - No Internet?

RachT123 — Tue, 25 Jun 2024 16:06:04 GMT

It's what happens when it all goes wrong that counts - and once the fault was "reported" by EE (though delayed by VF being rubbish) it was fixed quickly.

Sending 2 Ethernet cables though 🤣