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Connection problem

DC1606
Investigator
Investigator

‎14-09-2026 05:19 PM

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?

0 Helpful
2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

‎14-09-2026 05:24 PM - edited ‎14-09-2026 05:27 PM

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? 

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 Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

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 SoGEA > 2025 EE 150 Meg FTTP
JimM11
Maestro
Maestro
In response to XRaySpeX

‎14-09-2026 07:00 PM - edited ‎14-09-2026 07:17 PM

@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