Trouble starting up.

[Olliehockin]

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

[Mustrum]

@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.

[Olliehockin]

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.

[XRaySpeX]

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.

[Olliehockin]

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.

[XRaySpeX]

No, the whole page but having a BB IP addy shows you are connected fully.

[Olliehockin]

[XRaySpeX]

You are fully BB connected for over 7 hours.

Now post the Home > Status page.

[Olliehockin]

[XRaySpeX]

That's fine! Faulty LED then? Don't your devices access the Net?