Broadband not working

[Davsom1]

Broadband not working for nearly 1 week now. Waiting for a new power supply cable to arrive. How long should this take, and am i entitled for a discount?

[JimM11]

@Davsom1 1 week waiting unless you did not do so straight away is FAR to long, you should be finding out from EE CS what is going on with it, as for compensation that is a you/EE issue to be resolved no one else!

[Debbie_G]

Hi @Davsom1.
Thanks for coming to the community.

I would’ve expected your power supply cable to have arrived by now. Please reach out to our team directly so they can check the status of your replacement and make sure everything is on track.

Debbie

[S4mt3ch]

I would verify that it is in fact a power supply problem to start with because EE yesterday when my broadband went down tried to tell me the same thing.

I can power and log into my router and navigate to the connection log which clearly showed that it could not connect to the SAAF and had attempted 4 times indicating that it could not see the DSL line. I am using the master socket and no filters or splitters and have done a factory reset. Before the reset the log indicated (Error_no_carrier) so check the log file on your router if you can connect.

The customer support still tried to tell me it was a power supply problem and ordered me another plug.

I have been an IT Engineer for 35 years and have never been so insulted in my life. Because of this experience I would recommend you verify it is in fact a power supply problem and don't take their word for it.

[JimM11]

@S4mt3ch There is a specific way that the EE Smarthub+ indicates that the power supply is not holding the modem connection, and yes you can be correct that it is NOT always going to be a PSU fault, there is a problem just now and only the Plus hub and PSU unit are involved in this, when it is faulty the EE Router has never failed but the PSU is toast and just not able to keep a good/steady supply! If you care to document the steps involved for others to get to the logging that may help! 

[S4mt3ch]

The OP didnt mention what HUB they had and I would be more than happy to walk anyone through the process to diagnose the issues they have with connection or network. Given the fact the person has waited for over a week for a power supply and customer service tried to do the same with me I could see the similarities and to save him/her further frustration and issues advised to diagnose the power him/her self.

[JimM11]

@S4mt3ch With you on that one!👍

[Davsom1 · Accepted solution]

New power cable arrived and all seems to be working fine. It's been 30 mins and no drops in service.

Cheers everyone. 

[JimM11]

@Davsom1 Good your all sorted now!