Troubleshooting connection issues

[Stoneware]

Hi All,

Wondering if someone can advise as to what I can do to troubleshoot an issue. Have been using home broadband for a couple of months now and it's been OK but after a storm last night I can no longer connect, just get a flashing orange light.

Called the EE BB helpline today and they were talking like there was no problem with the physical line and that the router was not syncing. I wasn't home at the time but they said the next thing they would try to get me to do would be a factory reset of the router. Have done this tonight but still the same. Since I can't see any stats etc and the line no longer has a landline number I can't really tell if the line is legitimately OK (ringtone etc)

The router seems to be OK so I don't think it's anything like lightning etc. What else can I do to troubleshoot things before I try calling them again in the morning? Could there be something with the line looking OK from their end but my being unable to connect?

thanks in advance

[JimM11]

@Stoneware What router do you have, and what connection type is it.

[Stoneware]

Sorry, didn't think to put that. It's a Smart Hub SH31B and it's fibre 36 Essentials

[JimM11]

@Stoneware If you have the ADSL filter that normally comes with that router still in the box, would disconnect the faceplate of your OR Master socket, plug in the adsl filter to the test socket that you will see, plug the EE router into the RJ11 connection on the filter, restart the router if need be and see if it connects. If you are not sure which master socket you have i put up pictures few weeks back, will try to link below for you. There are four pictures side by side. Pictures will not link.

Press to removeTest socket is herefilter adsl typeHow to connect test and router

Broadband & Landline - The EE Community

[XRaySpeX]

Login to your EE Smart Hub/Router at http://192.168.1.254 with the admin password on the bottom of the slider label on the back of the router & post the Status page..

[Stoneware]

Tried the filter that came with the router in the test socket inside the master socket, it's usually connected to the master socket with the filter built into the faceplate anyway, and still the same flashing orange light.

I'm not at home but will have a look at posting the status page later.

[Stoneware]

Talked to another advisor tonight and they have arranged an engineer call out, thanks all

Status page for what it's worth

[JimM11]

@Stoneware Thanks for posting, and trying the DSL filter with no success, your status page is indeed showing that you have NO zero connection from the Router to the OR system for broadband, Since you say that the router is a couple of months old then you have had a FW update that i can see on the status page, this may be nothing to do with anything and if it is a line fault then only the Engineer visit is going to establish that fact, he/she will be able to quickly tell you as soon as they hook up there test equipment to check the line. so it's now a waiting game.

Do hope that the FW update has nothing to do with the operation and change to the EE Smarthub+ router, not any other reports on the Forum so hope that it is just pure coincidence your fault developed and the line fault is the issue. Think i have a status page on the forum will find and try to link the picture, does not always work but if it does then you will see the difference from one to other. Picture link was rubbish so trying post link.

Solved: Re: Absolute Rubbish Wifi at home keeps crashing - The EE Community 

[XRaySpeX]

@JimM11 : That way of posting pix doesn't work & hasn't before. Use the Camera icon method!

[JimM11]

@XRaySpeX It has for me in the past, and you sorted one time with the link to it, but as i have not kept the old screen capture had to go look, linked the post instead and checked so link seems ok.