27-10-2017 07:02 PM
Hi this has just happened to me after a home move and EE have said they have to book the line out as a problem?
Surely a faulty line wouldn't give green broadband light and my phone wouldn't be working.
I've got a correct looking username so do you think they've deleted my credentials?
Really frustrating as it's already taken 3 weeks for a house move with them and we only moved 600 yards from rented accommodation to our own
27-10-2017 07:18 PM
@cpw1978: Welcome to EE's Home Broadband Forum.
What does it say in the Internet section on the initial Status page of the BrightBox after you log in? Obscure your names in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.
Is this for ADSL BB or Fibre? BrightBox 1 or 2?
Does the phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?
27-10-2017 10:01 PM
@cpw1978, Yes the Broadband light can be green, but the Internet is showing as disconnected as there appears to be a fault.
I have had this twice when there has been a problem. As @XRaySpeX has written, do you have a dial tone? I would suggest you check to see if when dialling 1470 17070 to see if it gives you the correct number.
27-10-2017 10:25 PM
You have a perfectly good BB connection to the exchange. However you are not authenticating with EE's authentication server & therefore are not allowed onto the wider Internet. Either:
27-10-2017 11:07 PM
Thanks I will call them in the morning and present the evidence!
Phone works fine btw on the correct number.
Thanks for the help
28-10-2017 09:11 AM - edited 28-10-2017 09:12 AM
I sent a DM via Twitter last night but it's not been seen, can someone check the verified feed.
I'm a sports journalist so no internet for the third Saturday running is beginning to frustrate.
I'd call but I've an early morning assignment before the Premier League games kick off this afternoon.
Xrayspex thanks for all the help
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