Full fibre broadband stopped working whilst watching youtube

[TedDeen]

Hi,

I was watching YouTube and at 2am the Internet dropped out. I checked the router and the blue light was flashing orange. I reset the router, checked all the cable and went into the router settings to restart the router but nothing worked i notified EE through the app at 2:21am. I checked the status at 4am and there was an update stating the expected time for a fix was 7pm on 12th August thats next week, is it really going to take 5 days to fix? 

 

[Ali_A]

@TedDeen 

Do you have any powerline adapters or signal extenders connected to your router? 
If so, can you test for 24 hours without them connected? 

Ali 

[TedDeen]

No I do not. The router is in the same room as the computer it is using a 1m cable. I brought a high quality cable and I tried the cable included in the box. My apartment isn't big I've seen RVs bigger than my place.

[Leanne_T]

Thanks for coming back to us @TedDeen 

I am very sorry this was not resolved when the engineer visited on Friday. 

I would suggest getting back in touch with our broadband tech guides to continue the investigation into the broadband speeds. If this is not resolved on the call, you can ask to open a complaint, or you can complete the online Make a complaint form and one of our executive guides will get in touch. 

Leanne.