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Optical fibre broken

esko
Visitor

‎03-09-2022 06:09 PM

The optical fibre of the broadband is broken, we are tenants moved in this address since June 2022, and it was broken since we moved in, but not completely broken, still connected with single fibre, now is 1000% broken and no internet connection. We really need to book a technician to repair it, but we didn’t received any bills in mail/email so we have no idea what is our billing account is

0 Helpful
2 REPLIES 2
XRaySpeX
Grand Master
Grand Master

‎03-09-2022 06:13 PM

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 digits 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)
IT-4BusyPeople
Established Contributor
Established Contributor

‎05-09-2022 11:50 AM

To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.
If you call freephone 0800 079 8586 you will be able to speak with the broadband tech team.


EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.

 

If you linked the broadband to your EE mobile then this option is available:

Text PHONE to 60071 (charge may apply at your standard rate)

  • We’ll run tests on your connection to find out what’s going on.
  • If you need an engineer, we’ll text you in 15 mins to book a slot.
  • If you don’t need an engineer, our brilliant UK and Ireland based team will call you within 30 mins to help solve your issue.

Otherwise the customer service agent will have details to hand. If not, they should be able to find details via either a landline phone number or address details.

 

I have used all contact methods and with 60071 an engineer did call me and was able to confirm details of the problem and progress of its resolution. So I would advise using 60071 and contacting customer services directly.