topic Re: Switched from BT - EE in Broadband & Landline

Switched from BT - EE

lewisall1990 — Tue, 16 Jul 2024 19:45:44 GMT

Looks like a few people have had similar issues but I’ve switched from BT FTTC to EE full fibre. Had Openreach out to install new hardware, all green lights on the box but router won’t connect to the internet. Hub Manager says my broadband connection status is disconnected but advanced settings says my connection status is connected but obviously no internet and the hub (latest smart hub) is stuck on flashing amber.

Was told the engineer shouldn’t have left without it working and might be a hub issue so arranged a new appointment and delivery of a new hub but I can’t see how that is the issue???

Re: Switched from BT - EE

JimM11 — Tue, 16 Jul 2024 20:51:13 GMT

@lewisall1990 Is this just a new installation for your FTTP service? What is the activation date and have you had any updates from EE by e-mail that the service is live. Existing or new router, and is it connected to the WAN port to the ONT by the ethernet cable. EE can go active anytime up to midnight on the activation date.

Re: Switched from BT - EE

lewisall1990 — Wed, 17 Jul 2024 06:09:21 GMT

New installation yeh, activation was supposed to be done, had various messages/emails saying it’s all live, done a speed test on your line etc from EE and Openreach. It’s a new router (smart hub plus) all correctly connected. Also tried different cat cables including a cat 6 (not that it’d make a difference I think as it’s a 1gig fibre) but still nothing.

Re: Switched from BT - EE

JimM11 — Wed, 17 Jul 2024 06:56:44 GMT

@lewisall1990 If you still have the old BT router you could try that to eliminate if the EE router is bad, failing that then you have a incorrect fttp failed install something no assigned right EE/BT end and only a call to them to get it sorted out.

Re: Switched from BT - EE

lewisall1990 — Wed, 17 Jul 2024 07:21:20 GMT

I’ll try the other router later on. They’re also sending out a new smart hub plus in case there was a fault. My guess is it’s something to do with the BT/EE account as you suggested but according to CS it’s all fine their end.

Re: Switched from BT - EE

lewisall1990 — Wed, 17 Jul 2024 17:50:13 GMT

So a different router and the same problem and the dreaded amber light. Looks as if internet is coming in but for some reason routers aren’t picking up the connection.

Re: Switched from BT - EE

JimM11 — Wed, 17 Jul 2024 17:54:55 GMT

@lewisall1990 Have you tried a quick connect back to your master socket just incase that is still live and they have totally messed up?

Re: Switched from BT - EE

lewisall1990 — Wed, 17 Jul 2024 17:59:06 GMT

Yep, that now seems to be dead.

All I’ve been told is that they’ll send an engineer out but the line looks completely fine my hub is getting internet to it but just not sending it out which I have told them but they seem to think it’s a line fault. Already regretting leaving the stable BT FTTC I had!

Re: Switched from BT - EE

JimM11 — Wed, 17 Jul 2024 18:08:40 GMT

@lewisall1990 That's the problem with the ONT, although all green lights does not mean that it is fully functional or everyone would not buy internet and just plug in, the ONT serial number and mac are all addressed by OR and assigned passed on to EE to do there thing then you are informed its all good, so two failed routers means Failed ISP/OR assignment or a bad ONT, but will need OR to check it out for you. Waiting game now afraid...

Re: Switched from BT - EE

lewisall1990 — Wed, 17 Jul 2024 18:32:06 GMT

Yeh I know, just frustrating having no internet and also living in a building with bomb proof walls so phone signal is out the question too.

Will see what the next engineer says/does in the next few days. As you said 2 routers and the same problem at least narrows it down slightly.

Re: Switched from BT - EE

Carpena — Tue, 29 Oct 2024 19:01:57 GMT

@lewisall1990 how did things get resolved for you? I'm in the exactly same situation amber flashing light, support doesn't know what it is, tried different routers to no avail...

Re: Switched from BT - EE

robh661 — Tue, 29 Oct 2024 19:34:36 GMT

Are all 4 lights on the box that the hub is connected to showing green, because when I switched from FTTC to FTTP with BT, everything was showing green apart from the data transmission light, that was RED for the 1st week of the switchover as there was a fault with the distribution equipment at the exchange, and I wasn't alone as a neighbour who was also switching the same day as me and had the same problem.

Re: Switched from BT - EE

lewisall1990 — Tue, 29 Oct 2024 20:03:33 GMT

It was fixed a couple of days later. Needed someone from open reach to come out and register the ONT box. Apparently a regular thing with the 3rd party installers and they shouldn’t really be leaving your property without an active connection. Open reach guy was here for about 5 mins, got tech support to rewire the connection remotely and then it came to life. Been fine since.

Re: Switched from BT - EE

Carpena — Tue, 29 Oct 2024 21:51:55 GMT

It's probably something like that.

It's peculiar for someone to just leave things like that. It's pain as I need it to make a living...

But it'll get fixed one way or another. I want to see how are they going to resolve the hole/crack the size of my hand on the external wall insulation/cladding - on the second floor!.... I'll take them to court if needed. I still can't believe.... and no internet.

Re: Switched from BT - EE

Carpena — Tue, 29 Oct 2024 21:52:38 GMT

Only 3 green lights on the ONT. Nothing red...

Re: Switched from BT - EE

JimM11 — Tue, 29 Oct 2024 22:18:28 GMT

@Carpena If your ONT has not been provisioned correctly on the OR system, then you are not going anywhere, it is the same if EE have not provisioned there side correctly same, and if you have a faulty router same, but you could throw the BT router back on, but as it was fttc, you need to go set the lan4 port to wan via the web manager as i do not think that is an automatic switch when you plug it in, you will find out on the BT forum how to do that.

Re: Switched from BT - EE

Carpena — Tue, 29 Oct 2024 23:20:44 GMT

@JimM11 interesting, I didn't know that was possible with the BT router. I have tried with my Asus which is both a g.fast and fiber/ethernet wan router, with ports dedicated for both. it detects wan but is unable to establish a connection using the default username and password I found on a EE support website.

Thanks so much for support.

Re: Switched from BT - EE

Carpena — Wed, 30 Oct 2024 20:44:30 GMT

The second engineer visited today. He was friendly and professional. He changed the installation location, and now the wire leading to the damaged wall isn't doing anything. I have to write them a claim to ask for a repair.

No luck with the internet, either. HE called, and it seems the build is okay, all seems okay with EE as well, so they suspect it's the router. I have tried with the BT SH+ and an ASUS router, and both failed. The new router will arrive on Friday, and only then, they look further into the issue.

What can I say....

Re: Switched from BT - EE

JimM11 — Wed, 30 Oct 2024 20:55:27 GMT

@Carpena There is not much that you can, seems to be the way, keep an eye on your compensation for failed installation.

Edit: Link for the comp details.

Automatic Compensation | Broadband Help | EE

Re: Switched from BT - EE

Carpena — Wed, 30 Oct 2024 20:52:28 GMT

Is there such a thing as compensation for failed installation?

It should, as it does affect my life.

Now, the wall, they must repair it, I think - I hope - they will.