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My Broadband has just gone down cant call customer services

dannythxluc
Explorer

‎15-09-2021 12:51 AM

Hi 

My broadband has gone down, I work from home for a pharmaceutical company so it's vital I get Internet 

I have a red light on my router, the last time I had a issue like this was due to an open reach engineer

Cutting the incorrect wire at the junction box 

Not sure what to do 

0 Helpful
4 REPLIES 4
XRaySpeX
Grand Master
Grand Master

‎15-09-2021 01:31 AM

Welcome to EE's Home Broadband Forum.

What lights are showing on the router?

What does it say after you log into the router:

  • For a BrightBox: in the Internet section on the initial Status page or
  • For a Smart Hub: on the Advanced Settings / Broadband / Internet page?

Obscure your names & any numbers in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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 (no landline number)
0 Helpful
dannythxluc
Explorer
In response to XRaySpeX

‎15-09-2021 01:35 AM

It has a solid red light  it'  a smart hub, says no internet connection and to call ee 

When you call the offices are closed 

0 Helpful
XRaySpeX
Grand Master
Grand Master
In response to dannythxluc

‎15-09-2021 02:20 AM

These things occasionally happen, particularly overnight or weekends. It could be that an OR eng has accidentally disturbed your line while working at exchange or cab, similar to last time. It's usually back by mid-morning at the latest w/out EE even being aware of it.

 

You could text HELP followed by your landline number to 60071 but it won't be actioned until the morning.

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 Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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 (no landline number)
0 Helpful
pip11
Scholarly Contributor
Scholarly Contributor
In response to dannythxluc

‎15-09-2021 08:34 AM

What exchange are you on? I can check with Openreach to see if there is a cab problem in your area.

0 Helpful