Hi @Lesley_W and @Peter_W
We finally got it solved yesterday evening, so I think this is the post that should be marked as Solution.
My previous experiences of calling the EE helpline had been of long waits, so I had been trying to solve the problem myself after we returned from holiday to find Mum's internet broken. Hence my post here.
I had rung up City Fibre and had an email from them several days later saying there had been a 'cable strike' and to contact EE.
I rang EE on Friday 28/11 and spoke to a gentleman who ran tests and ordered a new router to replace her 'antique' EE BrightBox and booked an engineer who attended later on Friday. He told Mum that the cable strike could have broken her EE Brightbox which he unplugged. The gentleman I spoke to that morning had already ordered a new router.
The new router was dispatched on Friday by Royal Mail Track 24, and arrived on Tuesday. I plugged it in and after it had set itself up there was still no internet and it told me to ring EE helpline.
A very helpful lady (I will commend her to you by name in a PM) organised some long and complex tests and discovered:
- there may have been a 'card failure' at the exchange
- and there was a software failure somewhere
So she got BT Openworld onto it and called me back in the evening, when they said it had been fixed, so I went over to Mum's and the aqua internet light was on. I got her ancient tablet (pre-blindness) connected and then Alexa so she has radio again. She also has been compensated for lost connection time. Thank you to all involved.
