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?

[JimM11]

@Dad66 With your ONT Pon light blinking then you are NOT EVER going to get an Internet connection. Once you get it all settled if you still wish to use the Tp-Link BE550 we can get that connected on the Wan, you may find the Tp-Link web manager a lot better than what the app from them is.

[Dad66]

Unfortunately. Now is solid without connection but can we believe these lights? Maybe ONT is faulty, I dont know. Will see what they say

I probably will swap for 3rd party. Always preferred my own routers to be honest 

[JimM11]

@Dad66 No problem never been a great Tp-Link lover but do use the Poweline from them had it on at least 6 years and not many issues, do believe the one you have got is good, but for sure web manager is the way to work it, also as you will gather not an App fan in the slightest, even my Asus apps for them both on the mobile but NEVER used at all.

When your PON goes solid and your EE Hub goes Aqua then just do not see why you have no internet connection, that is the strange one, do have a look on the EE Web manager and see if the Advanced status say's connected or not Hub wise.

Have attached a FF version although old now but will give you the idea when i gets approved for viewing.

Old picture but general idea....

Also here in this linked post.

Solved: Re: Broadband connection to Pro Hub dropping several times a day - The EE Community

[Dad66]

Will check attachment once its approved.

Tried to connect to my app and hub to see. Started an firmware update but not sure if finished because connection was there for like half a minute... but i managed to click the hub again to see this. No my attachment will need to be approved....to .make it faster I will just type info here

"Poor connection" "Your hub could be in sync with exchange or cabinet, but not connecting to the gateway. If there is no point to point protocol session its likely to be a problem  with our network"

 

[JimM11]

@Dad66 Link below get's you to the same picture i posted on another posting, just took me sometime to go find an FTTP version.

You will find Ethernet connection to the EE Hub way better than trying to use the app and a mobile device. Current last two FW's are below for you also.

FW: r4.29.1-R-1930437-PROD-1 and the gui is at App Version 3.14.5 27/07/2026
FW: r5.16.1-R-2011329-PROD-1 and the gui is at App Version 3.17.5 20/08/2026

[Dad66]

In my hub it shows

Connection type: External FTTX

WAN: 2.5GB

Network uptime: 2hrs 3 mins

System uptime: 2hrs 6 mins

I would say network uptime is 0 or 5 minutes the most...

Event log, last few events

12:33:16 WPS started wlan00

12:33:16 WPS started wlan01

12:35:16 WPS timed out wlan00 and 01 at the same time

13:13:05 Device released 0.0.0.0 IP address

Edit: fee new entries in logs. 14:39:09 total of 6 "ethernet cable disconnected from port eth1" logs combined with same but connected. Within 50 second

[JimM11]

@Dad66 Ok got it now, looks like you have NO wan IP from the EE Server. Are you using anything other than the EE Pro hub, ie any smart wireless extenders etc, or any kind off wireless wifi boosters even from third parties?

[Dad66]

No, we only have their original hub. No wifi extenders and no 3rd party router atm. Checked the hub page and firmware update showing N/A so a person on the chat asked me to press and hold small reset button on the actual ONT on the wall

[JimM11]

@Dad66 The N/A is ok, they all show that instead off a date, but a ONT reset is sure a good move, again solid PON is what is required for the OR connection, once that get's on ONT wise, EE assign's everything else to you.

Edit:- App posted picture should NOT be off a Smart Hub, but that off an EE Pro Hub, hopefully that corrects itself but not sure what an app would show correctly now?

Edit2:- Not sure off the Pro never looked at one, on the 6+ version eth0 is the WAN connection and eth1 is the first Lan port connection if that is to your laptop/pc, move it to port 2 and see if you are still getting same message but it will change prefix to display eth2.....

So you know, i have NO time for the app, think it is about as much good as a chocolate teapot in front off a chocolate fireguard, web interface and Ethernet connection should be way more stable connection wise. But we do need to get that PON light playing nice as a starter.

[Dad66]

I noticed that. In my broadband section pro hub is shown but in any other place its that black hub which I dont have. I had it all the time like that in the app. I think because I have no connection I have to use my mobile data. When I had a chance to get to the app through wifi then it shows proper hub 7