No Internet and no resolution

[Chloey9]

I've lost my broadband connection since Monday, I am able to connect to the WiFi but can only access the EE page with the following error message. 

After logging in, I'm rerouted to the EE homepage. I called up the EE support line only to be told that it's a router issue. They sent a new router and I received it on Wednesday, yet after setting up the new router, I still faced the same error message. I called EE again and they sent an Openreach engineer down on Friday. The engineer told me there's no technical faults but EE had stopped providing the internet connection to my address because my line was 'in migration' and suggested there may be some dispute between EE and Openreach. I called up EE yet again, only for them to tell me that I don't have any new orders or updates. I was then told there's no issues on their side and to just wait till Monday to see if the line is working fine again, which is incredibly frustrating. Its been almost a full week of having no broadband and no form of possibly resolution. I came across some posts that mentioned this issue may have to do with a billing issue but I've kept up to date with my bills and the EE guide was also able to confirm this.

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[Peter_W]

Good afternoon @Chloey9.

Welcome to the EE Community 😊

This definitely seems like an odd one, is the screenshot you're seeing here coming up automatically when you try to view a web page?

Also have you had a chance to try sending us a text with HELP to 66033 to see if any issues can be detected on the line?
Peter

[XRaySpeX]

What is the name of the EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

That incident occurs when your router & BB are fine & you get onto the BTw network but the handover node on the BTw network handing off to the EE network is down, so you can't get onto the EE network & onwards to the Net in general. That is the responsibility of BTw/OR but an OR BB eng wouldn't know about it. Your point of contact is still EE CS.

• You ---- Router ---- BB ---- BTw network ---- |EE Handover| ---- BTw network ---- other ISPS ---- 
•                                                                                                  Broken
•                                                                                                       |
•                                                                                              EE network 

[Chloey9]

Hi @Peter_W,

Yes that's right, whenever I connect to the wifi, it asks me to sign into my account, as shown in the screenshot above.

I have done so, but no issues were reported. I've called EE up 3 times and no guide, as well as the Openreach engineer, was able to resolve this issue.

[Peter_W]

Thanks @Chloey9.

Based on everything you've mentioned here, it certainly sounds like what you're experiencing is in line with what @XRaySpeX has described above. 

This isn't something we can look into via these forums, but our technical team are definitely going to be the best way forwards. 

As this is likely a back end fault rather than something with your line, that's why the engineer will not have been able to resolve it on-site, but our tech team should be able to work alongside Openreach to get this resolved.

Peter

[Chloey9]

I'm currently on the Essential Fibre 67 BB plan and getting a guaranteed speed of 58Mbps. I have the Smart Hub SH31B (photo attached). 

Do you know if there's a specific number/department that can help? I've called up the number you provided but the CS guide doesn't know about this.

[XRaySpeX]

No but I'm not surprised, it's not a common occurrence but the EE CS should refer it to someone who does, not just turn you away. He's not doing his job!

Yes, it's something that happens with FTTC (which you have) & ADSL lines. I just wasn't sure if it applied to FTTP. .