Moved to EE 1.6gbps painful

[Seasider53]

I moved from a full fibre BT package to EE 1.6bbps.  Nearly three weeks and still not working.  EE blame Openreach and vice versa so stuck in the middle. There seems to be no real SLAs by Openreach and EE don't seem to know what Openreach are doing. I'm waiting for an appointment from Openreach but doubt I will get one.  Anyone else got similar problems?  I'm really fed up 🤬😒

[Thevision]

The mj quin openreach contractor engineer came on the 3rd July when it was supposed to be a smooth transition from bt 900 meg to EE 1.6gbps connection.

They installed the new 2.5gig ont box to allow the new speeds into the house. Ever since the EE connection has never been live , I just get a flashing pon light , the wifi 7 EE smart hub pro router just stays constantly flashing orange light.

The engineer told me something like " that's never happened before, the line wont remote activate" . Then he left shortly after that .  The 1 gig bt ont still technically works but EE asked me to keep the new 2.5gig one plugged in.

[JimM11]

@Thevision Ok got you now, OR has not assigned the profile correct to the serial number of the new 2.5Gb/s ONT, your lucky that the old one is still in a working and assigned state! Both the ONT's are OR and nothing to do with BT that side off the Equation.

Until the PON stops flashing and goes a solid Green, your not getting any connection on that ONT and then through to the EE Hub you have whichever version you've got.

[Thevision]

EE told me they could see both ONTs were now registered to my profile at the same time , thats about all I could get out of them. They didnt know what the issue is on openreaches end . So im now stuck in Internet limbo .

[JimM11]

@Thevision Take it that you have two Fibre Optic lines then into your property!

[Seasider53]

Just feels to me like EE are running a Beta service but won't admit it. 

I'm still having issues with stability.  I called EE this week after the EE Wifi given name on the router disappeared and  I am running an alias - Weird.  I was told that I am running 2 services but they have no idea why.  As always I have been sent  a router that makes no difference and would not connect to my extender.

[JimM11]

@Seasider53 What two services does EE consider you have running on the connection?

[Seasider53]

They can see two routers on one line - I have no idea how that can be happening and they can't remotely remove it.  

[JimM11]

@Seasider53 If i was you would be very careful and have a look at the serial number of you current ONT from Openreach, some are printed on the front and unfortunately some are on the back, your old one you will have no idea about as OR Openreach will have taken that away with them and used it else were no doubt....

Cannot see why EE have two registered against your account it does not make any sense at all, Ask them to do a homeview+ report and send the copy PDF file to you by email. There is just no way you would have two physical EE Hub/Routers on the system wan connection as it would cause chaos/mayhem in operation.

[JimM11]

@Seasider53 Regarding the stability problem you say that you have, what EE Hub/Smart Wireless Extenders etc are you running on the connection, as you say you have the 1.6Gb/s EE Package would expect you to be fully on a EE Smart Hub 7 Pro version, have linked below the current EE Ones so take a look first then say. Also the Extender connects to the EE Hub not the other way as you have said!

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[Seasider53]

Yes I appreciate it is impossible to have two routers on the same home connection.  I do have the Smart Hub 7 Pro, they are a bitch to link to different routers, once they have a handshake with a router they keep looking for it so if you change the router then it's a problem - perhaps in hind sight a hard reboot/reset might have helped.  I like the idea of of a "homeview+" report.