Broadband down

[Dad66]

Installed 14th of September. No connection to this day. Multiple restarts, Hub replacement + engineer visit. Result? No broadband. According to EE everything is fine. No its not. Wifi connection with exclamation mark, multiple DNS errors. Extremely low packets sent and received, upload 0. Also being charged for a full month without any compensation.

The most interesting thing is, just before engineer visit connection came back, barely but came back. For him to say it is connected? He left and we got cut off again. Do you play around with this EE?

[Dad66]

Tried that 5 minutes disconnect. Nothing happened. I mean all lights are on for now, hub aqua but cant connect any device. Ethernet also not connecting my pc. It says connected but just doesnt work. I will try to call them tomorrow morning and ask for that serial number. Tried to find it inside hub settings but isnt there. HELP bot replied back with "we have checked the line to your home and is working well" I almost want to punch him. And its asking for details. I will try to describe him briefly. Like now I have to use my mobile data hotspot to do anything and was charged for a full month...

[JimM11]

@Dad66 https://192,168.1.254 from your PC should get you direct onto that Hub especially Ethernet connected, once you get on then Advanced connection and the Status screen is the one to get to, will show you the serial number, the wan link, if connected or not all kinds off information. Think i have an old linked one will go look. Old one linked will look similar if you can get on.

Solved: Re: Slow speeds - The EE Community

[XRaySpeX]

What serial no. & how's it gonna help you with your issue?

[Dad66]

Replied yesterday but I noticed message disappeared...

I need this number to verify if it was registered properly to my address. And if not maybe they can reprovision.

However I went to 192.1.168.254 and found serial number but it looks completely different than whats on ONT so I assume I just can't see it there and its not this one. 

Tried a chat but that person is not allowed for numbers check and said there is Major Service Outage with external exchange affecting all EE and BT customers and will be sorted today by end of day. Not sure if true. When asked when it started, recently or a while ago she didnt replied so I dont know if this outage started around the time they installed my broadband or just now. Will be checking this and that number later on over the final call

[JimM11]

@Dad66 Barcode serial number on your ONT what is required for both OR/EE to ensure the ONT is provisioned correctly, it may be done so, but your issue is all to do with the Fibre Infrastructure side... You need to get to the Rock Solid Pon green, flashing is just not going to cut it and you will never have a BB connection until that is sorted.

[Dad66]

Yesterday afternoon PON was solid green for a while with no connection anyways, then flashed again. It does that since installed. Have a call booked for 3pm so we will see what happens

[XRaySpeX]

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@Dad66 wrote:

I went to 192.1.168.254 and found serial number but it looks completely different than whats on ONT so I assume I just can't see it there and its not this one. 

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What's on the ONT is the serial no. of the ONT. What you see in the router is the serial no. of the router. Not the same or related.

Are you talking about checking the serial no. of the router? If so, EE does not check whether you have a router with a particular serial no. on the line. Many peeps use 2nd-hand EE routers successfully & I use an EE router not sourced from EE directly.

You're barking up the wrong tree looking at serial nos.

[Dad66]

Update: After a live phone call and a little bit of work, person on the phone could see that Hub is offline all the time for some reason even if all the lights are on and it says connected. We did some check and resets and that resulted in broadband to work. Its not perfect yet and is choking quite a bit but it works for now. Will have another call back on monday to update a situation if its working or not (hopefully will stay like this). So on tuesday I will come back here, update a situation and describe a solution for future and other people

@XRaySpeX I thought about 3rd party router. Ordered a TP link a while ago to see if this one works (150£ with all the features I need for this broadband) but it couldnt connect. Can you recommend a good router on a budget? 

TP-Link Archer BE550 Tri-Band BE9300 WiFi 7 Router, 6-Stream 9.2Gbps Speed WiFi Router, Full 5x 2.5G WAN/LAN Ports

That's the one I tested and didnt work at all

[XRaySpeX]

The TP-Link Archer BE550 should work on an EE FF line. What settings have you put for the WAN side? In Using & Configuring a Third Party Router you'll find everything you need to set up your router incl. the BB PPPoE creds. which are now the same as BT's.

[Dad66]

Early update: ok, so yesterday all these problems came back. Exactly same scenario. After a call, broadband worked for 2 hours, then started to choke. I thought maybe its refreshing or needs to settle. Now is gone again. Shows connected with no internet. Hub blinking orange and ONT PON light blink. Tried the same steps we did on friday on call and this time didnt helped. PON was steady green after these steps but no connection 🙂 

I dont know if this will help, but in network settings (on a PC) when it shows bytes sent and received, these numbers move up but are extremely low comparing to what it was for this type of broadband. After reset they were like 3.000.000.000 bytes sent and 64.000.000.000+ received. Now they cant beat 20.000.000 each. Will tell them that on tomorrows call back.

Also I tried to set DNS manually for public google and then cloudflare (because of DNS errors) with no positive results

I did got that tp link just to see if this will connect but when plugged in it didnt worked at all. Looked like it cant see this connection so returned. I might get it back eventually and try to use your link for setup. Tp link app was terrible btw