Internet problems

[Harrietw1998]

I can’t seem to connect to my internet and I don’t understand why... I have turned it on and off again and my bills are all paid what’s going on?

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Have you just joined EE BB or were you already with EE BB? How long has this been happening?

What lights are showing on the router?

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.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

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

[mikeliuk]

What is the symptom or observation that causes you to know that you cannot access the internet?

Is it because you cannot access some random webpage such as http://news.bbc.co.uk on a certain browser on a certain device?

Have multiple browsers and multiple devices also been tried? Have all these devices been rebooted and connected to your router? Have you tried a wired connection to your router, if applicable?

Do your devices receive IP addresses on your local network? Can you ping your own router? Can you see that the gateway is set as your router? Can you ping a public address such as 1.1.1.1  ?