Lost fibre broadband

[Notroubleclubbr]

I have been a customer of BT for 5 yrs with no problems at all. Come renewal time about 6 months ago i was told BT were merging with EE and if i wanted to stay where i was then i would need to change to EE.

i was sent a new ee hub and all was well for a few months. 
However i have had issues since, firstly an issue with the router so a new one was sent and all ok.

Now 14 days ago i lost fibre broadband. I was on holiday abroad so spent an age online where ee diagnosed a serial mismatch on the ONT. They sent an openreach engineer (my keyholder had to go to my house and wait for engineer) that replaced the ONT and the lead but still couldnt get a connection so diagnosed the only issue it could be was the router and that i would need to contact ee for a new one.

ee sent me out another router and once i was back from holiday a few days ago i replaced the router for the new one.

ONT showing power and PON light is steady green. LAN light flashing like it is transmitting. Originally the router was showing the usual aqua colour but i still couldnt get broadband. I rebooted everything, the router stayed green and flashed occassionally but no LAN light on the ONT even though power and pon was lit steady.

after speaking with ee again, swapping cables between ont and router and rebooting numerous times i am now stuck with an orange flashing router light (which is faint) and the ONT showing power and pon lights steady and LAN light back flashing intermittently again like it is sending data.

i can connect to the router via the hub page but shows no data received and no broadband connection.

EE have booked another open reach engineer but as the last one found no faults (apparently he updated the serial number when changing the ONT) i feel they are just going to blame EE again anyway. The ONT is showing the correct lights.

i am not sure how to setup a direct PPOE connection from ONT to laptop to test it is not the router. I have asked ee to send yet another router to prove the new one is also not faulty but they are refused until the engineer has come out. I am even contemplating buying a £100 third party router to prove the router is not at fault ( i cannot believe i have 2 faulty routers).

so what next? I can guarantee openreach will say their end is ok as the ONT is showing ok. I have asked to escalate and lodge a complaint but i am just given reference numbers and i keep going round and round between EE and OR.

any ideas what i can do? 

[Leanne_T]

Morning @Notroubleclubbr 

I am really sorry this has happened when moving to EE. 

To get this looked into, you can find contact details in our Contact Us To Request Technical Support for Broadband and Landline page. The team will have access to the account history to see what has been completed and what the next steps are to get this sorted for you. 

Let us know how you get on. 

Leanne.

[Notroubleclubbr]

This is the sort of response i expect from EE.

No one taking ownership of the problem and just referring me to links and avenues i have already been down.

[Mustrum]

@Notroubleclubbr  this is not customer services, no one has account access on here, or even knows who you are.

So if you already expect the type of response, why have you come here?

[Notroubleclubbr]

I was directed here by EE. By the sound of it yet more unhelpful responses from them then.

I have been without BB for two weeks now so getting a bit desperate for help considering this affects my security, work, daughters school work and wifes work and university. Luckily our kind neighbours have let us use their bb for now but as the whole house runs on the internet and i pay a large amount for a service i am not getting id expect something more helpful than ee.

i assumed this forum would be more helpful and did not realise it was not actually part of ee itself.

[Leanne_T]

Hi @Notroubleclubbr 

I am sorry we have no account access on the community. 

If the engineer has visited again and this has not been resolved, please get back in touch and the team will help you further. If you have an open complaint and discussing everything with one of the team please let them know this is not resolved. 

Leanne.

[Notroubleclubbr]

Thankfully OR engineer has sorted the problem.

He had to perform a “circuit rebuild” whatever that means - however no matter we are back!

Now where is that compensation…..

[XRaySpeX]

See Automatic Compensation