Trouble starting up.
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01-04-2023 03:52 PM
Hi All,
I have recently switched to EE for Broadband. Went live on 31st but so far the Smart Router is still only showing a green light. It is connecting to WI-FI, but not showing up on my account, or adding the free extra data to my mobile account.
I have tried using the fault bot text system, but it says I cannot be found, and doesn’t seem to be a way to talk to a human.
can anyone (that isn’t a robot) help?
Thanks
Ollie
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01-04-2023 04:34 PM - edited 01-04-2023 04:36 PM
@Olliehockin the extra data is normally added to your mobile account up to 30 days after your broadband goes live.
Is your phone line working? Does it report the correct number when you dial 17070 and is it quiet with option 2?
Have you moved supplier, or is this a first time install?
PS calling 0800 079 8586 option 3 normally gets you through to CS.
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01-04-2023 04:39 PM
Hi, Thanks for the reply.
Thanks for letting me know ref. The data.
I have transferred from another supplier, with not phone line and just Broadband. The text support bot keeps asking for a phone number, but the only one connected to my account is my mobile and the bot cannot find.
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01-04-2023 05:29 PM
Welcome to EE's Home Broadband Forum.
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.
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
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01-04-2023 05:40 PM
Hi, thanks for the message.
not the most tech savvy so have done what I can.
Broadband IP address 2.31.aaa.aaa
Is this what you need.
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01-04-2023 05:45 PM
No, the whole page but having a BB IP addy shows you are connected fully.
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
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01-04-2023 05:51 PM
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01-04-2023 05:59 PM - edited 01-04-2023 06:00 PM
You are fully BB connected for over 7 hours.
Now post the Home > Status page.
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
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01-04-2023 06:07 PM
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01-04-2023 06:11 PM
That's fine! Faulty LED then? Don't your devices access the Net?
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
