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.

[Deniz33]

The specified date was yesterday (Nov 27) and still no connection.

[Mustrum]

@Deniz33  Have you spoken with customer services?

Have you turned off the router and ONT for a couple of minutes and tried again?

[Mustrum]

@Deniz33  looking again at your ONT I see it is an early 4 port one.

I see you are plugged into Port 1, but have you tried the other ports?

It could be that the previous tennant was on port 1, but that as a new provision they have built your service on another port.

[Deniz33]

Just tried all of them but no change.

[Mustrum]

@Deniz33   you need to leave time for the connection to establish, it used to say go away and make a cup of tea, I don't beleive you have allowed sufficient time for a connection to be made.

[Peter_W]

Thanks @Deniz33, like @Mustrum mentioned it's good once everything is hooked up to give it a bit of time to activate. 

Make sure that on the Hub itself your cable is plugged into the WAN port and not one of the standard Ethernet ports.

This should be colour coded as red to single it out 😊

Peter

[Deniz33]

I don't think it's related to the ports. Could this be related to the update on the mobile app? I couldn't get it to update even though left my phone on for over an hour.

[Peter_W]

It's definitely worth checking these ports @Deniz33, only the WAN port will support your broadband connection, so any of the Yellow ones won't work. 

Which app are you trying to update, the EE app? 

This won't be required for activating your connection.

Peter

[Mustrum]

@Deniz33  the mobile app should not stop the router connecting, it is more for using the extra features, control and access.

To be sure, find the pin hole in the back of the router, use a suitable object and hold until the lights change - then try each port on the ONT again, but give it at least 5 mins on each, or stop if port 2 works.

If you are not willing to try the advice why come on here asking for help?

[Deniz33]

I didn't say I wouldn't try 🙂 

I'm talking about this, but I guess it's not a must to make it ready to use as you said.