TWO ROUTERS LATER AND STILL NO INTERNET

[MORVOREN]

Following 12-months excellent full fibre broadband service at our holiday home 4-weeks ago the internet went down with the router showing a green light. Two subsequent calls with the EE trouble shooting team led to a new router being sent, apparently there were a batch of faulty routers of which ours was on the list (despite it working perfectly for 12 months.) The new router was connected today but still exhibited the same issues (albeit after a brief period of a blue light) ie a solid green light. 

Another call to the team - apparently there was no issue with the internet but they suggested that it could be a cable problem - I explained we had used all the new cables etc. I am now getting to my wits end as the team suggested yet another router!!!

Has anyone experienced a similar fault and has any suggestions as to the fix (we have tried all those in the EE guide) Furthermore at which point should I expect an engineer to visit to diagnose and solve the problem since the heating system, TV, and security system all rely on the internet connection!

[Leanne_T]

Hi @MORVOREN 

Thanks for coming to the community. 

Our Broadband tech guides would complete troubleshooting at our end to see what is needed to help get this resolved for you. If they have advised another router is needed please try this and see if this restores service. 

If you continue to experience no internet, or would like to discuss the steps previously taken to get this resolved please get back in touch with our Broadband tech guides. If this is not resolved for you, you can open a complaint on the Make a Complaint page. 

Leanne. 

[JimM11]

@MORVOREN Only on the 2nd, you have a few yet to go before they call it quits and send the Engineer. How is the Router connected in the home, is it to a OR Master phone socket, or are you on a Fibre connection!

Green light after a little connection is generally put down to the PSU adapter that supplies the Mains to 12V D.C. that the router needs. When they go faulty you get a connect but the PSU struggles to keep the modem section up and bang connection drops and it looks like you have a fault!

Hopefully you DID swap it ALL out with the replacement!

[JimM11]

@MORVOREN Here is the link to the Faulty PSU, have a read but the symptoms are just slightly different.

No LAN light on Openreach Nokia ONT - The EE Community

[MORVOREN]

Very useful thank you for your post, I’ll check that my daughter has used the new power cable and not re-used the original.

[MORVOREN]

It’s a full fibre connection, to a white box on the inside wall which connects to the outside box.
Unfortunately it’s at our holiday house so I am remote, my daughter is staying and trying to act as 3rd party fixer!

Thanks for your reply.

[bobpullen]

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@JimM11 wrote:

Green light after a little connection is generally put down to the PSU adapter that supplies the Mains to 12V D.C.

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Exactly this. My money is on the power supply not being swapped out.

[MORVOREN]

Thanks - correct diagnosis. Transpires my daughter did not initially use the new power cable/plug when replacing the old router. Now swapped and still working since yesterday.

[JimM11]

@MORVOREN Just seen you reply, good you are all up, may also be nothing wrong with the original EE Router, but just send it all back, DO put a note in it though Faulty PSU brick for sure, EE Router unknown, saves some other poor sod if the just spin it around and send it out again! 

[MORVOREN]

Many thanks for your advice.
Regards
Keith
Sent from my iPhone