Broadband not working

AngieT1 · ‎05-06-2023

Hi, my broadband and landline has not been working for a week now. I do not have enough reception or 4g on my mobile where i live to call EE. Apparently there is a fault but I haven't received any more updates. Is there any other way I can contact EE? Eg email, messaging etc, I have tried Facebook messenger but was told they couldn't help. I hope I am not going to be charged the full monthly charge for my broadband?

XRaySpeX · ‎05-06-2023

@AngieT1 : Welcome to EE's Home Broadband Forum.

Have you just joined EE BB or were you already with EE BB?

What lights are showing on the router?

What does it say after you log into the router:

For a BrightBox: in the Internet section on the initial Status page or
For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the (Broadband) IP address. This might tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

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 (no landline number)

XRaySpeX · ‎05-06-2023

@AngieT1 : Text HELP followed by your landline number to 60071 from another phone.

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 (no landline number)

AngieT1 · ‎05-06-2023

Nothing is working. Dialing tone is crackly and no Internet for a week now.
A neighbour has just informed me that apparently the council have to dig up
pavement so BT open reach can access the problem. I'm quite annoyed that EE
themselves haven't kept me up to date on what is happening but will no
doubt still charge me my full monthly amount!!

XRaySpeX · ‎05-06-2023

You should still be able to login to the router even when BB is not working.

What about your correct no. when you dial 1470 17070?

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 (no landline number)

Schockwave · ‎05-06-2023

@AngieT1 , you will be compensated for the time you are without broadband, but you will need to discuss this with customer service, this happened here where I live years ago, and we were without broadband for around three weeks before we were re-connected, it affected businesses as well.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.