Aqua Flashing Light EE SH resolved + Draytek 167 to Linksys Velop installed

[MetalMickey74]

Part 1:

My EE Smart Hub was down, I was connected to the WIFI but had no BB and the light in the SH is flashing Turquoise.

This query was part of another thread which possibly deserves a thread of its own if @XRaySpeX or @Mustrum can please merge as discussed, as EE have solved the issue:

Solved: In short, faulty EE SH (after 18 months) and replaced with a new one.

The EE customer service did line checks and also viewed setup via remote camera via my phone. 

Setup was ok and it appeared BB was getting to point, but not to the modem.

I did change DSL filters and the cable, but with no change.

EE sent out an engineer. The fault was with the Smart Hub, which developed a fault.

Installed new smart hub with my user/pass and it worked straight away.

Advice if this happens again, followed the protocol for line tests etc as per the discussions below, then call EE customer service as its either a line issue or faulty hardware.

[MetalMickey74]

Hi

Is is still not working and what is the status of the lights on the front of the hub?

My BB is also down, but i am at work and cant do much from here, but i have no BB and the EE Hub is flashing Turquoise.

It would be good to know if yours is doing the same?

I don't think this is related to the restarting issue that has been stickied? 

[Mustrum]

@MetalMickey74  mine is working fine. Unless you are able to ask a neighbour or someone on the same cabinet/exchange it is pointless asking other in a different part of the country.

Are you able to do any basic checks or answer the questions above?

[MetalMickey74]

@Mustrum Thank you for replying.

Unfortunately not as i am at work.

But I got my other half to check connections, restart it, unplug sockets, and perform a line test which appeared to be ok albeit via a cordless phone connected to the main socket.

I did the 60071 and the bot said the line from network to home is working and to check online or call them.

But i can't do that until i get home tonight.

The flashing turquoise light indicates no BB signal on the line from what i understand on info form the forum.

But nothing has changed in 18 months so not sure why that would be and though it might be a wider issue, hence asking the question here.

[Mustrum]

@MetalMickey74  looks like you are taking the right steps, the phone line going down is one of the most common broadband problems, at least it is not that.

I would check the username and password when you get home, if that is ok and still not working give CS a call who will probaly get Openreach on the case.

[MetalMickey74]

@Mustrum Thanks

I have just spoken to them and they have confirmed an issue of the line and modem not talking, but need me there to do further checks. So will call me back later tonight.

Cant fault the quick callbacks and CS so far. 👍

[XRaySpeX]

@SPitt12 , @MetalMickey74 : 

1. What lights are showing on the router?
2. Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?
3. Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?
4. If it is a neighbourhood issue, you could consult BT Service Status to see if any faults are being attended to in your local area.

[MetalMickey74]

Hi @XRaySpeX @Mustrum 

Thanks for the input and as an update:

1. What lights are showing on the router? Flashing Aqua
2. Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub? Black EE Smart Hub
3. Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070? Yes phone test and line appear to be ok,
4. If it is a neighbourhood issue, you could consult BT Service Status to see if any faults are being attended to in your local area. No known issues

I spoke with the engineer last night, he again rans a line check (which said line to modem was fine, although this is not 100% foolproof) and checked the cable setup via my mobile camera.

There was nothing else he could do so I now have en EE engineer coming round Friday,

I have got and was intending to replace my EE Hub with a Draytek V167, as i have a Linksys Velop Mesh network and i believe it would improve the setup and ensure there are no double NAT issues.

I did try and install it last night, using my username and password as per other instructions on this site, although i wasnt sure where to enter the VLAN ID -101. so i entered 191 for each VLAN cell on teh Draytek web console.

The DSL light on the Draytek was solid, so it seems like there is a connection. However, i could not get any internet connection no matter what i did, setting the modem up directly to a laptop, or via the router.

I will do some research today at work and try again tonight. I have also got hold of a new microfilter today and will change that just in case that's the issue.

But even though the EE line fault test came up ok, i can't see it being anything else.

Any tips or settings to try would be much appreciated, and i'll let you know how i get on.

Admin, not sure if i should start a new thread and transfer this conversation, rather (Subject: Aqua Flashing light / No internet) than hijack this one, as i think our issues are different?

[XRaySpeX]

@MetalMickey74 : Why 191 when it's required to be 101?

I should start a new thread as it's a diff issue.

[Mustrum]

@MetalMickey74  a couple of observations.

Not sure you have the Vigor setup correctly, and for sure all those VLAN settings are wrong., probably the VLAN too.

If the Linksys can operate in PPOE mode, then that should be where the username and password are entered.

Presumably you have checked the Smart Hub username and password? 

Were you asked to do a factory reset on it? If so does the password revert to setup or similar?

I would not spend too much time until the engineer arrives, EE don't have them so it will either be a Qube one, or Openreach.