broadband doesn't work anymore - red light

[anaisk]

Hello,

I don't have broadband since tonight, I don't know why. The broadband light is red on my router.

I'm not a new customer, and it's the first time that I have issues with EE.

The page 192.168.1.1 tells that my internet connection is disconnected, and I can't solve the problem by clicking on the "connect" button.

I've already tried to restart my router (both by turn it off during whatever seconds and using the "restart" button on the settings page.

I've also tried to reset the router to the factory default settings (same, both trying the "factory default" button and inserting a pin in the small hole on the back of the router). 

Is there something else I can try to fix this?

Best,

Anaïs.

[XRaySpeX]

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@anaisk wrote:

The page 192.168.1.1 tells that my internet connection is disconnected 

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But what is the BB State?

[anaisk]

says disconnected as well.

[anaisk]

and thank you by the way!

[XRaySpeX]

Have you checked the cables, sockets & filters?

Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?

Does the phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[anaisk]

Yes, I have checked the cables, sockets and filter.

I have a split faceplate so I have remove the bottom panel and tried the test socket, nothing better.

I don't have any extension, the filter only and then the cable of the router. I can't see any wire on the back of the faceplate.

And no, the phone doesn't work either, no dial tone, I can't call any number (tried woth my cell phone).

[XRaySpeX · Accepted solution]

You've been completely disconnected then or there's a complete break, both wires of the pair, in your line. It is likely that any break occurs between you & the exchange, but it needs EE to call out BT Openreach to fix it.

Is this Fibre or ADSL?

[anaisk]

It's ADSL. I'll call EE tomorrow morning (was already too late when I came back home).

Thank you very much for your help, you are very kind.

[phil76012]

Have you checked to see if you've a dail tone ? 

[XRaySpeX]

You're welcome :)! Glad I could be of assistance. Hope you get it sorted soon.

I've had the odd few hours, when some eng. has bumped into my line I presume, & the BB has gone down but never the phone with it.

[XRaySpeX]

@phil76012: https://community.ee.co.uk/t5/Broadband-home-phone/broadband-doesn-t-work-anymore-red-light/m-p/5625...

[Leanne_T]

Morning @anaisk,

Glad you have had great help on the forum.

Hope you get this sorted 🙂

[anaisk]

Hello Leanne,

It is not solved yet, but I have called them and there is an issue on my line, they have reported the fault and they are working to solve it. I hope it will not take ages.

Best,

Anaïs.

[Leanne_T]

Thank you for the update @anaisk.

Let us know how it goes 🙂

[anaisk]

Hello @Leanne_T

I'm happy to tell that everything is fixed now. EE sent an engineer yesterday.

Have a lovely day.

Anaïs.

[Leanne_T]

This is excellent news @anaisk.

Thank you for taking the time to let me know.

Have a great weekend!