Router running on 4g, no broadband

[Zaphod79]

Hi, I have been through the EE diagnostic bot text message thing twice and all it tells me to do is turn the router off for 2 mins, which does not fix the problem. Since Friday evening my smart hub has had the white light lit, meaning I'm running on 4g. How do I actually manage to speak to someone? I think it's the smart hub plus and I have 3 of the access points. Copper to the premises.  No reported outages in my area. I'm in whatever the top copper broadband package is called, thanks

[Mustrum]

@Zaphod79   Do you still have a phone line, if so is it working?

If not why not follow the steps in the Help pages:

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

1. We’ll run tests on your connection to find out what’s going on.
2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

Call us

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

[Zaphod79]

No, no landline. I did call ee but it just said the best way is through the diagnostic bot texts and hung up. I'll try the help message but is there a way to persist and actually speak to someone?

[XRaySpeX]

If it is a neighbourhood issue, you could consult Check service in your area  to see if any faults are being attended to in your local area.

[Zaphod79]

No outages. Managed to get a call back and they are sending someone in 8 days. Good job I have the hybrid connect thing.