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 The cease and rebuild of the line will be OR way of checking that the Fibre from the Exchange through to your premises is good, and intermittent issues are the absolute worst to get sorted out, wither it is cable or fibre, sure looks like they are stepping back now to test and get it sorted, all i can say is YOU have been highly unlucky and my bet will be exchange equipment has an intermittent issue as you have gone down the new ONT, 3 Routers tested, and all with the same symptoms and exact same failure condition. You may even find that the direct a new Fibre swap over all the way but that depends totally on the OR fibre cable routing. If it is not a hardware issue then will be a crappy software update that you have zero control over. Keep the chin up. Jim 

[Alzyaman]

Now then all 

quick update to this problem if anyone else if having the same issues/ watching the thread

No OR engineer came to the house on the agreed date - apparently the data integrity team decided it wasn't necessary but forgot to tell me  

my account has been completely closed but then not restarted. They forgot to do the second half of the job - no apology

I had to call connections as no one could talk to me as my account was closed and to raise a fault i needed to have an account. 

Overall I think it took e another 2 hours out of my life to be now still be stuck with no broadband. Connections told me i had to sign up for another 2 years which i refused and it was basically a sales push where i was offered all sorts of offers/ upgrades etc etc. 

Apparently I am being connected on the 29th - hope springs eternal but i have very little faith

[JimM11]

@Alzyaman It's all going to be the easiest way for the computer say's yes, if that is 24 months then say to them so be it, but i am x months into the contract so at the end x months will not be getting paid, and you still better stump up for all the messing about you have caused.... Watching it all with bated breath!!! 

[XRaySpeX]

You could make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Alzyaman]

managed to get them to change it to a 12 month contract - 

Update on my connection - just had a text to say

Hi from EE - your broad band is ready, We'll keep testing your connection, but in the meantime please visit ee.co.uk to get started 

Sounds good but the only thing I am missing is my router - haha. I was told i must use the new router and not plug the old one in. Apparently Royal mail are still expecting my parcel 

[Alzyaman]

@XRaySpeX Thanks

Unfortunately I have seen how large companies deal with complaints

I have a complaint lodged but i think it will be a battle too much for me - I just want my broadband on and working then will see

I have been offline for 30 days today so based on their standards there is an amount to credit my account - there is info online as to what should happen - the only issue I have is that they have so little information on my case each time i ring it will not be completed as they say - I have no confidence in EE (nice people to talk to though)

[Alzyaman]

Update - Royal mail are delivering my parcel on Wednesday (1 day after my switch on)

OR have text me to say that there is an issue with my ONT when they ran tests before my order was completed 

Getting silly now - HAHA

[JimM11]

@Alzyaman Fresh start, you will need it, glad they did not hold the gun to your head with the 24Months, that computer you are checking at EE, is a special soon as it see's you logon, throws it's arms up in the air, and has a fit.... All joking aside, logical way to go, but you just could not make it up, when this is all done an dusted, make a new post and point to this one for all to see.

Switch on, EE will be hammering your ONT looking at everything as it connects and captures all that is going on with it.... 

Lift off tomorrow, WE ONLY want good news from you!

[haylayf]

I think I might be having the same issue. Today, our EE smart hub was delivered after several years of no problems with the BT router. I get a constant orange light on. I was on the phone with EE support and had no luck. An engineer is coming next week.  

The problem is I can't reconnect the old BT router either, which was working fine until this morning, that one also has an orange light on:) Please let us know how/if this gets resolved.

[Alzyaman]

@haylayf  Hope you are ok

Hope you don't have the same issues as me 

The OR engineer taught me a trick to reset which may work for you whilst they investigate the problem 

1. pull power cable out from the router, 2.turn off the ONT (button located underneath on the left hand side) 3. Turn on the ONT and then plug the power cable back in the router. I've never seen this on any troubleshooting tips but as the OR engineer told me to do it I assume you are ok 

I will update tonight when back as to whether stopping my account and restarting it has worked. I have v little confidence but hopefully it will come good