Connection problem

[DC1606]

My 97 year old mother’s router is just flashing orange. Have tried switching off and removing plug for 3 minutes and also doing a reset with the same result. Cannot use my mobile to phone EE on 03301231105 as they only then want to communicate by text and assume that we have the problem which needs fixing. There doesn’t seem to be any other way of communicating with EE. She has no way of communicating as her mobile isn’t responding either and she cannot cope with using it to make calls anyway. Not long switched to EE in order to preserve a landline but seriously fed up with the difficulties of accessing a real person. Maybe the only solution is to switch providers. Never had a problem contacting PlusNet previously. Any ideas please?

[XRaySpeX]

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 from the mobile registered to the a/c as contact to get EE to test the line & see what needs doing.

Try calling EE CS on the Freephone no.(Opt 1) in my sig. Calling 03301231105 doesn't revert to a text service!

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)? What is the name of the EE BB plan are you on including its speed? 

[JimM11]

@DC1606 Link below to all the hubs, once you look and see what is yours, suspect it might be the EE Smart Hub 6 Plus version then go to devices and that one, will explain what all the lights mean.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

EE Smart Hub 6 Plus lights | Broadband Help

Link to your other old post, 1 month in working, go look at the account and see all is ok with it, also 9pm EE shut's down for the night. See the contact us from below.

Solved: Emergency pendant - The EE Community

ee.co.uk/help/contact-ee/technical-support/broadband-landline

[DC1606]

• Thanks for the replies. As I said her mobile ( the one connected to the account ) isn’t working so cannot currently use it to phone EE. Router is SMART HUB SH31B. The settings card says orange flashing light means it’s connecting to the internet . And yes it has worked ok till now, with the odd blip. As there is no internet I can’t look at my mother in law’s account to check speed or what plan. It’s not full fibre though I think. Can’t go down to her tonight so will try in the morning. We are only a few minutes walk away and our system is fine (also a recent change from PlusNet) though there was a problem a couple of weeks ago, eventually got a phone call from EE, took about half an hour but a reset finally fixed it, which is why I tried that on my mother in law’s router. There are no extenders, the router is in her kitchen but only a few feet from her phone and where she uses her iPad.

[JimM11]

@DC1606 Apart from her mobile blip, do not understand why you cannot look at the account from your BB Internet that is working, She may just be unlucky and her copper line has gone down, the HELP to 66033 would have been able to check that out and see, also exactly 1 month off from the start worth the look that EE has not messed it all up currently.

You need to register as being able to speak for her on the Vulnerable status side when issues occur if you are not an EE customer yourself, have your MOBILE also attached to the account, that way you can talk, send the text and it directs straight to her home to test the connection..... EE do have issues around third party input for Vulnerable state people so you need to sort it all out with them, good luck with that.

She will be on the FTTC copper connection and also DV Digital Voice at the same time, also now you have realised all the Emergency side, pendant control if not connecting via the Hub wifi is hopefully switched over to mobile operation. EE do supply a FW500 landline connected Emergency phone for such a connection issue that switches to 4G Mobile operation as soon as the BB Internet goes off, so why does she not have one.   

I attached MY mobile to my sister's EE account, that way contacting EE was done on her behalf, i could also in theory send the HELP to 66033 and have her home connection tested, much so now that i am no longer an EE customer myself, the policy EE have failed right out the gate so i just now make the 1hr drive up when there is an issue, EE just do not do it correctly, always get the need to speak to the home account owner, what she is 50 miles away your having a laugh, i am named on the account do you NOT see that, yes still need to speak to your sister, duh.....

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for her address? Post the whole table, the text below it and the line above it, blanking out her address.

[DC1606]

Thanks. Can’t attach my mobile as we also switched to EE to keep the landline so mother in law could phone us! 
Will get on to EE tomorrow and hope for a resolution.