Broadband Connection Issue

[Deniz33]

My modem just arrived but I can't connect to the internet. The orange light flashes on the modem. I try to update via the mobile app, it shows 3 steps to update but gets stuck on step 1.

[XRaySpeX]

Which EE BB plan are you on including its speed? What EE router do you have (read its label)? 

[Deniz33]

My plan is Full Fibre 150 , 

[Timbo45]

Have you had an Openreach engineer round to connect your full fibre yet?

They will run an optical cable into your home and connect it to a small white box about 7cm square (ONT) and then connect your hub to it. Until then you'll not have any internet.

You obviously get the Smarthub before the installation date.

[Deniz33]

That's correct, I got the Smarthub before the date which specified for the connection.

I'm a new tenancy but there is a box just in the house just you mentioned and it seems working. So, I directly connected the black cable with red ending between the white box and the smart hub.

[Peter_W]

Hey there @Deniz33!
Welcome to the EE Community, and thanks for reaching out to us about this too 😊

Have you already been using Full Fibre with another provider, or are you still awaiting an engineer to switch this over?

Peter

[Deniz33]

Most probably , there was a box by SKY but I have no idea what the previous tenant was using.

EE didn't inform me that an engineer was coming or not.

[Peter_W]

Cheers, I think I must have sent my previous reply just before your most recent one appeared in our system @Deniz33.

With the White Box on your wall (This is called an ONT), is this plugged in with three lights showing?

Peter

[Deniz33]

Hi again, correct with three green lights as below,

[Mustrum]

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@Deniz33 wrote:

That's correct, I got the Smarthub before the date which specified for the connection.

@Deniz33 when is your specified date?  You can expect your service to go live any time up to midnight on this date?

It will not be live before the specified date.