Switched from BT - EE

[lewisall1990]

Hi

Looks like a few people have had similar issues but I’ve switched from BT FTTC to EE full fibre. Had Openreach out to install new hardware, all green lights on the box but router won’t connect to the internet. Hub Manager says my broadband connection status is disconnected but advanced settings says my connection status is connected but obviously no internet and the hub (latest smart hub) is stuck on flashing amber. 

Was told the engineer shouldn’t have left without it working and might be a hub issue so arranged a new appointment and delivery of a new hub but I can’t see how that is the issue??? 

[JimM11]

@lewisall1990 Is this just a new installation for your FTTP service? What is the activation date and have you had any updates from EE by e-mail that the service is live. Existing or new router, and is it connected to the WAN port to the ONT by the ethernet cable. EE can go active anytime up to midnight on the activation date.

[lewisall1990]

New installation yeh, activation was supposed to be done, had various messages/emails saying it’s all live, done a speed test on your line etc from EE and Openreach. It’s a new router (smart hub plus) all correctly connected. Also tried different cat cables including a cat 6 (not that it’d make a difference I think as it’s a 1gig fibre) but still nothing. 

[JimM11]

@lewisall1990 If you still have the old BT router you could try that to eliminate if the EE router is bad, failing that then you have a incorrect fttp failed install something no assigned right EE/BT end and only a call to them to get it sorted out.

[lewisall1990]

I’ll try the other router later on. They’re also sending out a new smart hub plus in case there was a fault. My guess is it’s something to do with the BT/EE account as you suggested but according to CS it’s all fine their end. 

[lewisall1990]

So a different router and the same problem and the dreaded amber light. Looks as if internet is coming in but for some reason routers aren’t picking up the connection. 

[JimM11]

@lewisall1990 Have you tried a quick connect back to your master socket just incase that is still live and they have totally messed up?

[lewisall1990]

Yep, that now seems to be dead. 

All I’ve been told is that they’ll send an engineer out but the line looks completely fine my hub is getting internet to it but just not sending it out which I have told them but they seem to think it’s a line fault. Already regretting leaving the stable BT FTTC I had! 

[JimM11]

@lewisall1990 That's the problem with the ONT, although all green lights does not mean that it is fully functional or everyone would not buy internet and just plug in, the ONT serial number and mac are all addressed by OR and assigned passed on to EE to do there thing then you are informed its all good, so two failed routers means Failed ISP/OR assignment or a bad ONT, but will need OR to check it out for you. Waiting game now afraid...  

[lewisall1990]

Yeh I know, just frustrating having no internet and also living in a building with bomb proof walls so phone signal is out the question too. 

Will see what the next engineer says/does in the next few days. As you said 2 routers and the same problem at least narrows it down slightly.