Inquiry Regarding Broadband Contract Renewal and Router Issue

[JOHNNY288]

I am writing to seek clarification regarding my recent broadband contract renewal and a technical issue I am experiencing with my new router.

Firstly, my broadband contract ended on September 22. I visited an EE store in person to renew my contract, and I was informed that I would receive the first three months of broadband service for free. However, I recently received my new bill, which indicates that the upcoming month's price remains the same as my previous contract. Could you please confirm if there was an error with my contract or billing? Additionally, I noticed that the EE app still displays the old plan's name, and the plan status is marked as active. When can I expect my contract to be updated? If it hasn't been updated yet, how can I verify the current status of my contract?

Secondly, I have received a new router and can connect my device to the Wi-Fi, but I am unable to access the internet. The router's orange light is flashing, and after waiting for over an hour, there is still no blue light indicating a connection. Could you please assist me in resolving this issue?

[Schockwave]

Hello @JOHNNY288 ,

Welcome to the community,

I would advise you to ring customer service about your bill, as we have no access to accounts here in the forum and do not know who you are.

Have you tried rebooting the router?

You may have to reset it, but @XRaySpeX , should be able to help on that one

[JimM11]

@JOHNNY288 Your contract renewal was it from EE to EE, and would think that you will have to do the store visit to get that sorted, would be really surprised if a renewal would get you 3 months free, but you just never know, if it does would assume that your billing will be applied as a credit to your account. Put your old router back on to see if it connects and post back from there if switching it off and on again did not get you online, orange flashing means no connection.