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[Jmurray79]

Hi folks, I’ve got a question about the activation wait time for my broadband to be switched over.

activation date was 11/5/21

its now 20/5/21

engineers been and gone, all my kit and phone line is working properly but still no broadband. 

been on the phone to EE a couple of times now and I’m not getting anywhere, I was supposed to get a call back from the last guy I spoke to but didn’t get one, the conclusion he came to after our call (and video call to check my router and cables etc were on correctly) was that it’s taking it’s time to update at EE’s end? Not sure what that meant but the status of my EE broadband account is

Plan name Full Fibre Max 300 without landline

Plan status PENDING-CEASE

seems like a long time to wait if everything’s working correctly and my activation date was over 10 days ago, is this normal? Or has anyone else encountered this? Any info would be appreciated thanks!

[XRaySpeX]

It can go live anytime up to midnight tonight.

Where are you bringing your BB from on what product or is this a new install?

[Jmurray79]

It’s 76mb fibre plus with landline, by open reach phone socket to EE smart router, the guy that dealt with the switch said it would be fine with the different broadband as the last one was FTTP, hope this helps

[XRaySpeX]

Do you mean you are regrading from FTTC Fibre Max to FTTP Full Fibre Max within EE?

[Jmurray79]

No I was on fibre to the property and now I’m getting it from the cabinet as it wasn’t available where I’m going

[Jmurray79]

They didn’t change the activation date btw, it’s always been the 11th, I was just saying it’s now the 20th and I’m still waiting

[mikeliuk]

I guess if you've been supplied with a router you've rebooted it a few times and observed any LEDs showing?

You could find the manual online and connect to it to verify it has not yet connected to EE's infrastructure.

[Jmurray79]

Yes the LED turns green, then flashes aqua, then flashes amber/yellow. 

when I connect to it it takes me to the troubleshooting page and basically makes me reset it and that’s it. 

[mikeliuk]

That's pretty much all you can do except request a pro rata refund for the time you have paid for internet access and not received it, as I guess you will be speaking to them anyway (likely as not on more than one occasion).

If it has hindered your working from home and attending online meetings, it may be appropriate to request some gesture of goodwill as compensation.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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?