Continual Orange Light

[Alzyaman]

Anyone else get the continual flashing orange light on the router?

Openreach confirm no issues their end. 6th day straight with no internet 

EE accept fault but issue is still ongoing.

Have to complete the following. turn off router - turn off openreach wall mounted kit - turn on openreach wall mounted kit, turn on router. This gets me back online but goes off again within 60-90 mins

Just wondered if anyone else was or did have this issue and if so how was it resolved. I have a new router on its way which EE think will fix the issue 

[JimM11]

@Alzyaman So in theory you should have at least ruled out the EE Router as NOT being the problem with the swap out on the replacement, your next step would be to have the ONT reset if you wish to try that yourself, was surprised when you said that the router auto recovered and went Aqua so it had established itself back on the network, but who knows and hopefully you do get to the bottom of the issue.!! 

[Alzyaman]

Thanks Jim11

How do I resent the ONT? - IS it the small button underneath on the left hand side?

if so we have done that many times as the OR engineer showed me how to do it

such a shame that no one seems to know the issue - hopefully hear something back today from EE as to what we can do next 

[JimM11]

@Alzyaman First i would say there is NO need to keep continually resetting the ONT but you are correct that it is the button on it to do so, and you do appear to have somewhat of a issue going on. Time now to say what EE equipment that you have to give us a better idea and the 60-90 mins then lockup of the system is more like a WAN issue.

1. I would try the following but it does take a little time for the testing. Get the router into a operating condition then disconnect the Ethernet cable from the ONT, the EE router should go to a flashing orange as you will have lost the connection state. Power off the ONT and leave for a minute to power down and clear. Power on the ONT, note the green lights on it or take a picture for keeps, DO NOT connect the Ethernet for at least a 2 hour period since you seem to have the 60-90 minute issue. After that time of couple hours, plug the Ethernet back into the ONT, the EE Router should auto recover establish itself on the Network, go Aqua and then see if you have a connection to the EE Router and out to the Internet, if not power off your testing device only if that is your mobile you are using, back on and see what happens. LEAVE the ONT and Router alone to see if after 60-90 mins it goes orange.

Cannot see why any EE testing remotely is not finding that you are NOT connected, that is what is strange. Let us know how it goes.  

[Alzyaman]

Thanks Jim

I’ll try this tonight and report back

EE can see I am not connected and I still have a live fault ongoing

Sent from my iPhone

[Alzyaman]

HI Jim

I tried your suggested solution but still had the same issue - we did manage to get about 3 hours of internet though

The trick that OR showed to me of resetting of 1. turn off the router 2. turn off the ONT 3. turn on the ONT 4. turn on the router does seem to work in resetting the router

Works perfect when router in range (that's another issue I have with EE's mis selling of their internet hardware to me) but then will go to the orange flashing light within a couple of hours.

unfortunately my reliance on the internet is now that daft things like doorbells, radio's TV's are now dependant on the internet rather than just using it for work/ computer purposes so its continual turning off is a real pain. especially as we seem no nearer to a solution 

IN terms of what I have  - Fibre to the house, Smart hub SH32B model F5394-P EE

The only thing that OR stated which does seem to be a change from its normal operating state is that the LAN green light which constantly flickers when the internet is working seems to be a constant light when the router is flashing orange. he said there may be an issue with the package/ PON (please don't quote me on this as I cant recollect the exact phrasing/wording of this but he did put it in his notes) which may be causing the issue. Thing is, is that I have had no issues for the first 6 months of the EE contract

Hopefully ill hear back at some point today as to what they think could be the issue

[JimM11]

@Alzyaman If there was NO issue with the ONT then you would NOT need to switch it off, just resetting the EE Smarthub+ would be sufficient for it to re-connect to the Network. When your Router drops off the network and flashes orange, have you tried HELP to 66033 as a text sent from your mobile that is registered to you account, that would have EE do a diagnostic test from there side, all the way to the router and onto devices which THEY should not be able to see as the router is down, then insist that they send you the home report pdf so you can look at it and see what it say's.

The LAN light if you disconnect the ONT network cable then plug it back in, you should see small intermittent flashes on it as the Router tries to negotiate itself back onto the network, looking like you either need to have an ONT replaced, or get EE to have OR look see that it has ALL the correct profile info, also EE need to look at how there end is set up too.  

[Alzyaman]

@JimM11 

Had a OR engineer visit the house this morning who again confirmed there is no issue but you're right in a common sense way in saying that if there was no issue with the ONT why do I need to reset it ?

When the router went down i contacted EE (all very helpful) and managed to get through to a colleague  in Exeter who is aware of the issues - his fault stated that there seems to be an issue outside of the property and managed to get an engineer to me for tomorrow morning - Hope fully then they will be able to see the problem but this will be the 5th OR visit and each time they state there is no issue 

screenshot of the home report 

If I just reset the router and/or unplug the ONT network cable it does not come back on - I have to reset the ONT to get me back up and running. Now reset i get excellent speeds so its really frustrating when it just stops 

[JimM11]

@Alzyaman Do you have a laptop with 1. widows on it, and an Ethernet port. 2. The ability to setup a pppoe direct from the laptop to the ont bypassing the EE Router completely. Linked a quick video so you can take a look.

Bing Videos

[Alzyaman]

@JimM11 I'm afraid not - my computer is one of those tablet ones 

I should probably upgrade my set up!!

Update on OR - they didn't turn up for the appointment - While everyone I speak to is really nice and helpful, I am getting a bit concerned on the lack of communication/ information sharing between EE and OR. 

I have now been offline since Sunday 30th. 4 visits from OR and hours spent on the phone to EE and I am no further on 

Fingers crossed 

[JimM11]

@Alzyaman You are kind off caught in that twilight loop, ONT or the EE router, you don't per chance have the old BT router if you came from them or has this been an EE change from another provider. If the ONT DID not need reset would blame router etc but that is the real strange part off your issue. The fact that EE cannot get through does not help as not sure where the Home report pegs out at.

Only other strange one that springs to mind, was a replacement router but it looked like same fault until the poster changed the PSU unit then no issues after that with the swap out.