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Broadband not connected

venoxon
Investigator
Investigator

Hi! 

Need some help with a problem. Owner of Smart Hub. Today broadband suddenly got off, wasn't anything weird because it happened often in hours like 2-3AM but always it was back after 10 minutes. Not today. Tried to restarting router trough the hub, powering it off, factory resetting, unplugging broadband and nothing. Flashing in aqua color, in hub saying that broadband isn't connected. There's a tab in Broadband -> Internet where's the "Connect" button. After touching it and proccesing "Connecting" strangely "Disconnected" is popping. 

12 REPLIES 12
XRaySpeX
EE Community Star
EE Community Star

Welcome to EE's Home Broadband Forum.

Have you just joined EE BB or were you already with EE BB? 

What does it say after you log into the router:

  • For a BrightBox: in the Internet section on the initial Status page or
  • For a Smart Hub: on the Advanced Settings / Broadband / Internet page?

Obscure your names & any numbers 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.

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

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

I'm with EE for more than year. Can't check phone landline unfortunately. 

 

Connection status:

Not Connected

 

Downstream:

Not available

 

Upstream:

Not available

 

Connection information

Connection time:

No Service

 

Data usage:

Not available

 

Broadband username: readytoconnect@fs

Password: hidden

 

TCP/IP information

 
Broadband IP address:

Not Available

 

Default gateway:

Not Available

 

DNS Type: Auto

 

Primary DNS:

Not Available

 

Secondary DNS:

Not Available

 

XRaySpeX
EE Community Star
EE Community Star

Why can't you check the landline? A landline handset is one of the most useful diagnostic tools for investigating faults such as yours. 

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Well, don't have any.

XRaySpeX
EE Community Star
EE Community Star

You have no BB at all. You may or may not have voice.

 

These things occasionally happen, particularly overnight. It could be that an OR eng has accidentally disturbed your line while working at exchange or cab, It should be back by mid-morning at the latest w/out EE even being aware of it.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Oh, thank you for explaining! Didn't even know that this can happen without their knowledge. 

XRaySpeX
EE Community Star
EE Community Star

EE don't run the BB network; OR does.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Just one more question, sorry. Should I call to EE at the morning or just wait and see what happens?

XRaySpeX
EE Community Star
EE Community Star

I always wait & see. EE will have to call OR to see what's what by which time OR will have noticed it & fixed it.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP