EE router for broadband

[SallyAT]

Hi.. I have been going crazy for last few months ..my Netflix on both tv’s stopped working after I changed my number  ( it seemed to mess up my account) . Everything was fine before. I have had numerous conversations with Netflix and they said nothing wrong their end. Then I read on this forum (old post) that it was EE as he used hotspot from his phone and  it worked.. so I tried and Netflix now works . .. so does anyone know how to fix it please? 

[XRaySpeX]

@SallyAT : Welcome to EE's Home Broadband Forum.

How do you know it's a fault with your EE router?

How long has this been happening?

What lights are showing on the router?

What does it say after you log into the router:

• For a BrightBox: in the Internet section on the initial Status page or
• For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the (Broadband) IP address. This might tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?