topic Re: EE Broadband in Broadband & Landline

EE Broadband

Paul_68UK — Sun, 25 Aug 2024 09:11:02 GMT

Is anyone else having problems with Broadband. We got connected on 22nd August and have had nothing but problems. Engineer had to change white box on the wall yesterday as was faulty and all was fine but then later in the day lost connection or kept dropping out. Was told by EE there was a network fault and was working on it. This morning was fine but now it's playing up again. If we're going to have this ongoing problem then we'll stay with Virgin Media. I thought Virgin Medias was bad but EE seem to be a lot worse. Green light on hub keeps flashing

Re: EE Broadband

JimM11 — Sun, 25 Aug 2024 09:21:10 GMT

@Paul_68UK May be they are still working on fixing your fault. link to the help manual regarding lights, what router do you have, and also which service?

What the Lights on Your EE Smart Hub Mean | Broadband Help | EE

Re: EE Broadband

aleroot — Sun, 25 Aug 2024 09:32:27 GMT

I can experience multiple daily short(2/3 minutes) disconnections as well, before I had BT and no problems at all, switching to EE Broadband just caused me issues and a service much more unstable...

Re: EE Broadband

Paul_68UK — Sun, 25 Aug 2024 09:42:53 GMT

Green light is flashing, not listed on that list. I'm not convinced that EE know what they are talking about. Not a very good start for a new customer

Re: EE Broadband

Paul_68UK — Sun, 25 Aug 2024 09:44:51 GMT

We have the EE Smart Hub Plus

Re: EE Broadband

JimM11 — Sun, 25 Aug 2024 09:54:17 GMT

@Paul_68UK There was a new FW update to the router just last week, and although your correct about the flashing green light not mentioned anywhere in the document, it maybe part of this, details are not published. Are you on the fttp service full fibre to the home as you mention small box changed?

Re: EE Broadband

Paul_68UK — Sun, 25 Aug 2024 10:00:45 GMT

Were on Full Fibre and installed wirelessly. I reported the latest issue yesterday afternoon so can't can't be a Firmware update problem as still flashing and signal dropping out or no internet. Is it worth trying a hard reset of the hub?

Re: EE Broadband

JimM11 — Sun, 25 Aug 2024 10:10:47 GMT

@Paul_68UK Would try just switching power of on your ONT small white box and leave for a minute off first before going for the hard reset of the router....

Re: EE Broadband

Paul_68UK — Sun, 25 Aug 2024 10:54:14 GMT

I powered off the white box and hub earlier but didn't fix. Internet seems to be working as connected on PC and all other devices seem to be connected but Smart TV can't find the network and green light still flashing, this is a strange one.

UPDATE:- Lost connection completely again

Re: EE Broadband

JimM11 — Sun, 25 Aug 2024 10:51:27 GMT

@Paul_68UK Green light flashing as you say, not listed so not sure what it is identifying fault wise if it that meaning, solid Aqua would be the final condition for good established internet, you do not per chance have any other EE equipment, smart wi-fi, hybrid etc?

Reset will lose all router settings, and back to factory fresh, and affects landline if you have DV, so you know if you wish to go try.

Re: EE Broadband

Paul_68UK — Sun, 25 Aug 2024 11:01:28 GMT

We don't have any other EE equipment just mobiles which are on EE network. Waste of time phoning them as it will only be automated and raise another ticket. When I phoned them yesterday this is what happened but apparantly the ticket was cancelled because there was a fault on the network affecting some customers with estimated fix time 29th August. I'm not convinced. They have already generated a bill for broadband and we're still connected with Virgin. Need to get this sorted so I can cancel Virgin, not doing this until I know EE is stable

Re: EE Broadband

Schockwave — Sun, 25 Aug 2024 11:36:07 GMT

@Paul_68UK , you have just written that EE know there is a fault affecting some customers with estimated fix time 29th August, so I would wait and see if it is fixed and then contact them again if not, so they obviously know there is a fault affecting some customers which needs fixing.

Re: EE Broadband

JimM11 — Sun, 25 Aug 2024 11:58:12 GMT

@Paul_68UK And also, your bill is generated on the activation date of your broadband, with payment if you are doing it via DD seven days after this date, 1st payment is always up front 1 month in advance, was the same with VM, and you were right to have a cross over date with VM, not sure what there cancellation time period is 14 or 30 day's but there site will be able to indicate. Network issues do happen, but you said it was all semi functional apart from your TV and the flashing green light!

If you ever find out what light status means let the forum know....

Re: EE Broadband

Paul_68UK — Tue, 27 Aug 2024 17:58:13 GMT

Having the same problem here, only got intalled on the 23rd. It's ok for a while then the light starts flashing green and then connects again

Re: EE Broadband

Paul_68UK — Tue, 27 Aug 2024 18:01:51 GMT

I'm sure EE tech guys said green light flashing means it's trying to connect

Re: EE Broadband

Ali_A — Wed, 28 Aug 2024 11:20:51 GMT

@Paul_68UK Just to clarify, Is the green light flashing on the actual EE Smart Hub Plus Hub, the Hybrid connect box or TV box ?

Ali

Re: EE Broadband

Chris_S — Wed, 28 Aug 2024 11:35:44 GMT

Hi @Paul_68UK Thanks for getting in touch and telling us about this issue.

Do you lose connection when the green light starts flashing?

There's a really helpful link which you can access by clicking here which gives you more info about lights and what may be causing the issue. Chris S