Solid Aqua Light - No internet connection

[markTan7]

We have had a solid Aqua light and no internet connection for 9 days now. EE have constantly checked line and said nothing is wrong. BT Openreach engineer came out, All find at exchange and 500Mbps signal going into the house. Just not coming through Router. All resets and restarts etc have been done. Router has even been replaced. EE have checked the account and there are no issues there or 'walled garden' problems. Yet we still have no internet access across multiple devices, Hardline or WIFI. BT Openreach doesn't seem to have a solution and EE support just go around in circles. Anyone on here had similar and have any ideas on a resolution please? So frustrating. It was working fine, then 9 days ago when we woke up, nothing.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Solid Aqua means you have a proper BB connection.

Have you just joined EE BB or were you already with EE BB? 

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 (Broadband) IP address. This might tell us at which stage EE have got to.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[markTan7]

Hi

Been with EE since June last year. No issues till 9 days ago when we just had no internet anymore. Is this what you asked for (see attached)? We don't have a landline. Engineer tested line and 500Mbps coming in by router. New router didn't solve issue. No issues from BT Openreach perspective and EE cant figure it out. Engineer thought possible 'walled garden' issue but EE say account all matches and all is fine.

[yerbestonfarm]

Hi, 

I’ve got exactly the same problem, light stays on but internet drops off. had multiple engineer visits, new routers & modems but still doing it. 
did you get yours sorted in the end?

if so what was the issue?

thanks

[XRaySpeX]

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

[grazia1]

I have the same issue. Fine for a week and today nothing. Aqua light, hub cannot be detected.

[tearea]

I’m having the same issue 

EE says connection is fine and no problems in my area however still no WiFi connection 

[XRaySpeX]

@tearea , @grazia1 : Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

BB issues are rarely widespread but specific to your own line.

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. You may also Report a Problem there.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

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

[grazia1]

I solved the / my own mistery. Everything went back to normality once I unplugged my son's gaming console from the TV box! 

[Katie_J]

Thanks for updating us @grazia1.

Katie