No wifi, hub flashing orange

[xxchristenxx]

 

 

Hi, I upgraded my wifi from fibre 900 to the new 1.6gb gamers bundle, on the activation day (10th dec) OR engineer came out and changed the ONT over to a 2.5gb box and connected everything up. I got a text about 1.5 hours later saying my new line was ready to use.  Internet was working fine until 2.40pm when it went off, I then recieved a text message at 4.10pm saying as requested my broadband was deactivated (this was for my old fibre 900). That evening I contacted EE, they told me to wait up until midnight and my new line should be active which I did. The next day (11th dec) internet was still not working, smart hub still flashing orange. Called EE again, they said they can’t see any faults and everything shows as is connected. All lights on the ONT are as they should be, call handler was as perplexed as me but said they’d send an engineer out today (14th dec). Today I recieved a text from engineer telling me my appointment was cancelled and so called EE again, explained situation, the call handler was again perplexed and stated he thought it was an EE problem and not OR due to the fact the ONT is operating as it should be. Despite this,, after being on the phone for almost 2 hours, we were unable to find a solution and he booked another engineer to visit on the 18th of dec. 

I’ve gone into the hub manager and grabbed a few screenshots and I wanted to see if anyone could take a look and tell me if they are normal. The hub manager shows the internet as connected, but the hub flashes orange repeatedly no matter what. I have tried all of the usual things that EE have asked of us, but unfortunately nothing seems to work. 

I am at my wits end with this problem, I have 5 sons who are all missing their Xbox’s and can’t even watch tv because everything is wifi. Our phones are also with EE and unfortunately we don’t get a phone signal in our house unless we stand at the back door which isn’t ideal, so we can’t even connect to our hotspots! I just hope this is all fixed before the Christmas holidays as I will be pulling my hair out if my kids don’t get online to play their Fortnite and call of duty over the Christmas holidays! 

Thank you for reading, any help would be appreciated. You don’t realise how much broadband means until you have no broadband! 😂

[JimM11]

@xxchristenxx Your pictures will take time to clear, but a couple of suggestions just in case you have not done so yet. Power off both the Router and the ONT, power on the ONT only, and watch until you get the 2 led's up, takes about 2 mins. Once ONT looks good, power on the EE Router, will take about 5 minutes for it to go through the boot up sequence, carefully watch during this period to see if you can get the LAN light on the ONT do a flash as it tries to comms through to EE to get on the network. If it boots up to Orange again, and you said it was working after OR changed out, then suspect they have done there side ok, and when your 1.6Gb/s profile got done EE end it got screwed up. Will watch for the pics to clear. 

You should also text HELP to 66033, that will run a diagnostic from EE to your Router and onwards through the home...

[XRaySpeX]

Don't worry, the images were awaiting approval. I have now done so & they should appear soon.

[JimM11]

@xxchristenxx Status screen would be useful, nothing in those screens helps, or if you just wish to look yourself, wan link speed 2500mb/s will be the connected link to the ONT.

[xxchristenxx]

Hi Jim, thanks for your swift reply, I have a screenshot here for that status page, my apologies.

I have just done your suggestion above and although the hub is still flashing orange, the LAN light does flicker a few times before the orange flashing light comes on, it also keeps flickering at random times, I’m assuming it’s just trying to connect to the EE network when this happens? I hadn’t noticed before. I also text the EE number you sent and I had this reply: 

“

Hi, it's the EE Diagnostics bot here.

We have found an issue with your service.  To fix this please switch off your Hub for at least two minutes.

After two minutes, switch your hub back on. Once your hub has restarted, it will take a few minutes to reconnect.

If that doesn't work or if you would like some help, reply with "GUIDE"

here is a screenshot of the status page, many thanks! 

 

[JimM11]

@xxchristenxx Text back GUIDE and they will call you back. The time is getting short now before EE Close for today, but it is certainly looking like they stuffed up at there end with the profile setting, probably forgot to change the mac for the new ONT that OR changed out. 

Will see the picture once it is cleared.

[JimM11]

@xxchristenxx So not a phone person myself, but did take a look at my hub, different model, but would be interested to see updated status screen when you do finally get connected, at present the screen is as good as a chocolate fireguard for any useful information. Hopefully EE are on your case now calling you back etc.👍

[Scottparnell22]

Hi, did you get this fault fixed in the end? I'm having a similar problem at the moment. Cheers 👍🏻

[JimM11]

@Scottparnell22 If you are in the same situation as the OP posting, then follow the advice that was given!

[xxchristenxx · Accepted solution]

Hi Scottparnell22,

Yes, I got the problem sorted, it was actually an issue with my line and nothing to do with the equipment for me. EE had to send out an Openreach engineer who had to do a line rebuild, my line was working straight after that was completed.

Hope you get your problem solved