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Broadband been down for past hour

Ravinderdosanjh
Visitor

‎24-12-2024 12:44 AM - edited ‎24-12-2024 12:47 AM

Xmas eve - in the middle of a family movie - the broadband goes and stays gone. No way of contacting EE - Disgraceful 

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0 Helpful
9 REPLIES 9
Northerner
EE Community Star
EE Community Star

‎24-12-2024 01:01 AM

Hi @Ravinderdosanjh 

Mobile or fixed line? 

Tried restarting your router.

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Chris_B
EE Community Star
EE Community Star
In response to Northerner

‎24-12-2024 07:30 AM - edited ‎24-12-2024 07:32 AM

@Ravinderdosanjh   what you are expecting customer support to do at 12:45am ?  You wouldn’t get an engineer if needed at that time. 

    Customer support are open 8am till 9pm .  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎24-12-2024 10:47 AM

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
MattieRamone
Investigator
Investigator

‎25-12-2024 09:18 AM

Broadband went off around 12:30 yesterday, mid food prep, it’s now still off they told me the issue would be resolved by 5:30 yesterday. It’s now Xmas day and we’ve no WiFi at all. 

I’ve only been a customer for two weeks. Safe to say I’m cancelling. 

0 Helpful
Chris_B
EE Community Star
EE Community Star
In response to MattieRamone

‎25-12-2024 10:37 AM

@MattieRamone   Have you tried just restarting the router?  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
MattieRamone
Investigator
Investigator
In response to Chris_B

‎25-12-2024 10:38 AM

Yea, about twelve times since yesterday tea time. To no avail
0 Helpful
Peter_W
EE Community Support Team
In response to MattieRamone

‎25-12-2024 02:09 PM

Hi @MattieRamone, thanks for reaching out to us here on the Community. 

I'm disappointed to hear that this hasn't managed to get things resolved for you. 

If you send us a text with HELP to 66033, our automated fault service will run you through some further troubleshooting, check your line, and if needs be help you get an engineer appointment or call back from our team.

I'll keep everything crossed it's something you can get resolved today, and I'm confident we'll do all we can to get you back online.

Peter

0 Helpful
MattieRamone
Investigator
Investigator
In response to Peter_W

‎25-12-2024 02:24 PM

I’ve tried to text those numbers and called, and there’s still no
improvement at all, it’s been turned off and left and restarted and it’s
still flashing orange on the modem and saying no internet connection
0 Helpful
Peter_W
EE Community Support Team
In response to MattieRamone

‎25-12-2024 02:45 PM

I'm sorry that hasn't worked for you @MattieRamone.

If you reach out to our broadband team directly, they'll be able to help investigate things further for you. 

We're open 9am to 4pm on Christmas Day and Boxing day, then return to normal hours on the 27th.

Peter

0 Helpful