Broadband

[Diego2020]

Good evening ...I have had a broadband account with EE since June 2022 ...since yesterday I don't have Wi-Fi for my son or to work! I contacted customer-only support and they told me that my account didn't exist! How is this possible if so far I have used and made the monthly payment! I would like to have this resolved as soon as possible, being possible the visit of a technician at my house to solve the problem

[wardi]

That does sound very strange.  Is your broadband working ok otherwise?  Are you getting a WiFi signal on any other devices in the house?

[XRaySpeX]

@Diego2020 : Welcome to EE's Home Broadband Forum.

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?