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Ee guide follow up

Paulby
Investigator
Investigator

‎08-07-2025 05:40 PM

Hi

Yesterday my broadband stopped working I got passed the bots and spoke to an EE guide. He diagnosed the problem as needing a new power plug apparently there is a problem with a batch of routers after a firmware update. The power plug has not arrived. The Ee guide gave me his email but is not responding I've tried to get to speak to someone but I can't get passed the bots who want to send an engineer. Any advice on how I can make contact?

0 Helpful
5 REPLIES 5
XRaySpeX
EE Community Star
EE Community Star

‎08-07-2025 06:01 PM

Try calling CS on the Freephone no. (opt 2) in my sig.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
Paulby
Investigator
Investigator
In response to XRaySpeX

‎08-07-2025 06:07 PM

Thanks I've tried that but you still have to get passed the bots which is impossible once they decide to send an engineer 

0 Helpful
Matt_124
EE Community Star
EE Community Star
In response to Paulby

‎08-07-2025 06:29 PM

It'll likely be sitting as an order on your account, try going through to a team for orders or billing and they should either be able to tell you or transfer you to a person who can.

JimM11
Brilliant Contributor
Brilliant Contributor

‎08-07-2025 08:05 PM

@Paulby Why don't you say what is happening with your router what you see and what it is doing! There is a specific power plug connection issue and it shows on the router in a very specific way and can be diagnosed by what you see operation wise!

0 Helpful
Paulby
Investigator
Investigator
In response to JimM11

‎08-07-2025 08:13 PM

The ee guide diagnosed this power plug issue The plug has not turned up so I am trying to chase that up but on trying to contact ee the bot says that I need an engineer visit and won't allow me to go any further 

The router alternates between  flashing orange and flashing green with no WiFi. If you unplug the router for a while it will boot up and connect but WiFi drops again after 10 to 20 minutes and back to the flashing lights

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