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Please help?! Re Broadband Down

ShelleyAC
Investigator
Investigator

Hi Community, my wi-fi keeps dropping out, my daughter switched off the router for a few minutes and back on (earlier on) and it seemed to work again for a short time. She’s now in bed and I’ve got limited mobility so I can’t get to it to do it again. How can I check if it’s a router problem or an EE service problem outside customer service opening hours? I’m really struggling because I can’t get around easily and I’ve got all my lights in the house connected up through the Alexa and if I use the switches is messes up the Alexa connections with them! I’m an insomniac and I can’t even stick a film on Prime to watch! First world problems…. But….. it’s doing my head in!!!! 
any help would be greatly appreciated 😊

Thanks, Shelley 

1 SOLUTION

Accepted Solutions
Peter_W
EE Community Support Team

Good afternoon @ShelleyAC

Thanks for reaching out to us here on the Community!

When you're mentioning this dropping out, are you losing the connection between your devices and the Hub altogether, or will they stay connected but you can't get online? 

It's worth heading over to our Broadband help page, as this gives you some details on how you can run some checks on your line from your end. 

Once this is complete, depending on the outcome we can either help arrange an engineer appointment for you, or arrange for a member of our technical team to get in touch so we can investigate further. 

Peter

View solution in original post

2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

@ShelleyAC : Which EE BB plan are you on including its speed? What EE router do you have?

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 SoGEA > 2025 EE 150 Meg FTTP
Peter_W
EE Community Support Team

Good afternoon @ShelleyAC

Thanks for reaching out to us here on the Community!

When you're mentioning this dropping out, are you losing the connection between your devices and the Hub altogether, or will they stay connected but you can't get online? 

It's worth heading over to our Broadband help page, as this gives you some details on how you can run some checks on your line from your end. 

Once this is complete, depending on the outcome we can either help arrange an engineer appointment for you, or arrange for a member of our technical team to get in touch so we can investigate further. 

Peter