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 

[Alzyaman]

@JimM11 @XRaySpeX Morning All

Ill have a look at the Wifi SSID - no idea what it is so ill do a bit of research

OK - Just had the openreach engineer here - He is communicating with all the other engineers that have visited the property to investigate - All have the same response - all OR equipment is working perfectly and it is a fault with EE so still going round incircles here as Ill call EE back  and they will send OR out again stating there is an issue outside of the property - this is becoming very unproductive for EE, OR and especially myself

How can 5 OR engineers come to the house and say there is no issue - lots of times that 2 engineers will have differing opinions/ ideas on a fault but 5 !!!!

The OR engineer is only trying to help me out but he did say that it could be a stale session at CP end - I will forward this on to EE but I've no idea if that is plausible as a fault diagnosis?

Does anyone know how I can escalate this as I am getting no nearer to a solution. Is there another department I can call?

Also some feedback - all the OR engineers and EE people on the phone have been really polite and helpful - just need to get my internet working now 

[JimM11]

@Alzyaman Did you point out to OR that you had tried 2 EE routers and also 1 BT router all with the exact same effect????? 

Not that it should matter, and do not know what all you have connected to the Router, but switch off every wireless device, anything you have connected by Ethernet to the router, reset both ONT/Router as before, and just wait WITH NO connection to anything and see if the router goes orange..... after the time period's!

[Alzyaman]

@JimM11 

OK will try that but will have to be tonight - I have no ethernet to the router 

Yes - the OR engineer was aware of the other tests and the other router - At least I am famous in the local OR office 

Does anyone know who I can escalate this to - is there a tech team department that could get involved? I tried to make a complaint to OR but they said I'm not allowed as all complaints must go to the service provider 

[JimM11]

@Alzyaman OR engineer is correct, they use EE to buffer all between them, and EE Tech Support engineers are where you need to be and EE mushroom manage that as a buffer also, there was an OP jumped to your post so reached out to find if it was the exact same fault condition.

It only takes ONE rogue device to cause havoc on a network, but in all the years i have been doing this have never ever seen a device kill a network router to the extent you have and to boot all 3 off them with 2 different types EE/BT....

When the OR engineer arrives, have they done so when you have the network DOWN, or have you always reset for a working condition before hand, when they do check WHAT is it that they do with testing etc if you know. 

[Alzyaman]

@JimM11 

I need to work from home when they come so it is normally on however on one of the occasions it did go off and we swapped the old BT router in exchange for the new EE router and it happened again - great timing for me as the orange light occurred twice on separate routers within a 20 minute spell 

They have completed a full strip down and rebuild (apologies if this isnt the correct term but they are talking to a layman when telling me what they are doing) over the phone and came back 4 hours later on the same day and still had the same reoccurring issue 

I am unsure what they check but the have a mobile device and they are texting an office based employee - all tests come back fine (apparently - I have no idea as to wht is causing this - just 2 companies saying there is no issue at their end)

I have a standing desk at work and I can now add a walking router to my stay fit in the workplace routine!!! HAHA

[Alzyaman]

Is it possible I could get a contact for EE Mushroom or the technical team ?

I have a fault number and hopefully some comprehensive notes on my file

this is becoming very inefficient  and is costing a lot of money to be in the same position that we were in 12 days ago

1. EE time responding to my queries costs a lot of money, new router, send back the old router

2. 5 engineer visits from OR must be eye wateringly expensive

3. my time and energy in dealing with my family raging when the internet goes down - The wrath from a teenager when there is no internet is a sight to behold 

4. the stupidity of having a doorbell connected to the internet - bonkers

Things always go wrong and i am not bothered in that  - its just infuriating that we are going round in circles 

Please please help!!!

[JimM11]

@Alzyaman You are caught between the two companies, and intermittent faults off sort's are the absolute nightmare situation to get sorted, that was why i suggested everything off to see if the router stay's up, difficult i know how that is, with no internet off sorts in the home, so you would have to rely on other methods, but if it was possible to do so then and if it did stay up you could do one device at at time back on as a just incase scenario.

Only EE CS can direct you to Tech support and not one of the few that keep an eye on the Forum are jumping in. It's such an odd ball you have, been up 6 months no issue's then down you go hard. We are all customer's like yourself so try as best we can to help, OR will have there Tech support test to the ONT, if they see it fine from there side then it's good, EE do the same but they go further to the Router and the devices which they need to get past the ONT and onwards, and your home report say's NO NO.

@Peter_W OP is still having issues can you read when you get time.

Text HELP to 66033 and have the diagnostic run if your mobile allows it.

[Alzyaman]

@JimM11  Is the NO NO an issue?

[JimM11]

@Alzyaman The copy of the Home report you posted up EE know you have a FF 1Gb/s package, big red DOT the did not get to you at all, so it was either down completely or they are testing the wrong home, so would be good to see the home report when the system is up, the text help goes through all the options, EE/BT guide can/will call back and you just ask nicely for the report to be e-mailed to you, that when working would show you what you have, any oops then straight back onto them. I have one on another computer so will find it attach it and hopefully it gets through and not blocked so you can take a look at it.

Left EE 1 month ago back to Sky as they messed up big time, but that is another story. Give me some time while i go find the report.

Here you go below.

Back before i got FTTP so on FTTC

[Alzyaman]

Thanks @JimM11 

Hope Sky are treating you well 

Tried to get a copy of the home report while it was up and running which is obviously working fine - nice on the phone but we have to go through the standard troubleshooting for 15 mins 

They said there was an issue outside the property which was due to be fixed on the 14th? this made no sense and the time the fault was reported on the notes was the same time i reported it earlier in the week - the call centre stated there was sync issues but both I and the ee team member didn't know what that meant 

Got the report and the diagnosis from the team was that I needed to get some wifi extenders to create a daisy chain - im also getting a home visit. I am willing to try anything although don't think the extenders will help - I asked to escalate but  apparently that was all that i could be offered as there are no issues

I don't think there is much I can do really apart from accept  that the broadband service is intermittent and will need a physical re start numerous times of the day - Openreach state that there is no issue and if i ring when it is working EE say its working fine. You're right, i am completely  stuck. If it is down when i ring they send OR out again

Do you know if it is possible to have another providers connection to my house or will that confuse the companies even more? Is it possible to get my copper FTTC back up and running?