EE BrightBox loss of internet when City Fibre installed nearby

[eemh]

Thank you  @XRaySpeX  for your related post.  I am technical support for my elderly blind mother-in-law living in bungalow just around the corner.  She only uses the internet for radio via Alexa.  Last week her internet stopped working.  Unplugging the BrightBox for a minute and replugging had no effect, nor did doing the same to Alexa.  Her landline is working as usual. 

City Fibre have been at work in the village and she recently had a paper through her door, and an email, that it was now all ready for her to change over to one of their providers.  Her internet disconnected at the same time.  I rang City Fibre to ask if this was just a coincidence but they haven't got back to me.  I am disappointed if it has caused her problem as I had logged her as Vulnerable with EE after she went blind some years ago.

I did some research and today I logged into her Brightbox from my phone and looked at all the screens of information.  It all seemed to be working ok except for Internet - not connected.  I tapped on Connect, and it told me to wait a minute, but after several minutes nothing had changed.

I noticed there is a drop-down box about broadband - either ADSL or Fibre.  Should I try changing this from ADSL to Fibre and see what happens?  I didn't want to break anything or cut her off completely!

Thank you

Matthew

Edit: the internet light on the front is flashing.  I read that this means there is a message for me inside, but there wasn't.

[Peter_W]

Welcome back to the Community, @eemh.

I'd like to make sure we get this checked out right away, so I've just popped you over a private message.

Peter

[JimM11]

@eemh EE only use OR for connection, so the EE Brightbox is not going to work on another ISP's Fibre connection! May also just be something that CF disturbed when connecting up another customer, may be a chance they are using the OR PIA to get there Fibre about!

[XRaySpeX]

Sounds like CityFibre (CF) has interfered with your line or even taken it over. You should check with both EE & CF that your line hasn't been taken over by CF. Even if it had your line should still work as CF don't supply BB down a copper landline that you have but over a separate fibre line. Otherwise report a fault to EE.

You could try switching the router to Fibre but it probably won't work as the Full Fibre supplied by CF is not that type of Fibre. Better still on the Advanced > Broadband Settings page tick the box for "Enable ADSL/Fibre auto sensing" & it'll work it out for itself.

The Internet light flashing Green should mean you have a complete connection & there is traffic down it. Is it Green? What colour & state is the Broadband light above it.

[XRaySpeX]

@JimM11 : The EE Brightbox will work on any Fibre, Full or partial, connection up to 1 Gig. Just like any generic router! I'm doing so. Of course to have CF's Full Fibre an ONT would have to be installed inside the premises & there's no mention of that or any work being done to the home.

[JimM11]

@XRaySpeX That's a handy to know, the bright box can be adjusted for all wan connection types and account's password's and if needed vlan's. Pretty decent EE Router then!

[eemh]

the light flashing on internet is white

[eemh]

no work has been done inside the bungalow

[JimM11]

@eemh Have no idea on a Brightbox, @XRaySpeX is the one for that unit!

[XRaySpeX]

I don't see flashing White. What's Broadband light doing?