Wifi not connecting after power cut, No phone signal to phone help desk

phari · ‎03-02-2023

Hi

I don't know if anyone can give me any advice but I had a power cut and my wifi to my phone stopped working. I have rebooted my router, restarted my phone and still no joy. Problem is that I live in an area where I can't get a mobile signal.

I have to drive out the area to phone, any one have any ideas please

Thanks in advance

phari · ‎05-02-2023

Finally got it sorted this morning after spending 30 mins on the phone with tech support.

Thank you for your advice.

View solution in original post

XRaySpeX · ‎03-02-2023

@phari : Welcome to EE's Home Broadband Forum.

Have you just joined EE BB or were you already with EE BB? How long has this been happening?

What lights are showing on the router?

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.

Is this for ADSL BB or Fibre? Which router, BrightBox 1 or 2 or Smart Hub?

Do you get a dial tone from the landline phone? Does it announce your correct no. when you dial 1470 17070?

If you think I helped please feel free to hit the "Thumbs Up" button below.

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 (no landline number)

phari · ‎03-02-2023

It has happened in the last 30 mins, I have been an orange/EE customer for almost 30 years. Router is working fine on wired system to my PC, just my phone isn't working and I don't have a signal to phone EE tomorrow.

I don't know if i have a dial tone as I don't own a home phone. It's working fine to the pc as i'm using that to post the message.

XRaySpeX · ‎03-02-2023

@phari : Sorry, I though you meant that your BB wasn't working at all. It's just the mobile phone won't connect to the router?

Reboot the phone, tell it to Forget the router's network SSID & then try & connect it again, supplying the router's WiFi pwd again.

If you think I helped please feel free to hit the "Thumbs Up" button below.

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 (no landline number)

phari · ‎03-02-2023

Yes it is just my phone that won't connect, it is a Samsung A21

How do I tell it to forget the routers network please? I tried in settings to turn it off and asked it to search for nearby devices but it couldn't find any.

Thank you

XRaySpeX · ‎03-02-2023

Settings > Connections > Tap on router's SSID > Forget. Then same route to Connect & supply the router's WiFi pwd.

If you think I helped please feel free to hit the "Thumbs Up" button below.

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 (no landline number)

phari · ‎03-02-2023

Hi

I don't have the router's SSID

I have the following

Wi-fi which has an on and off switch

Bluetooth which has an on and off switch

NFC & contactless payments which has on and off switch

Flight mode on and off switch

mobile network

data usage

Sim card manager

mobile hotspot & tethering

More connection settings which shows nearby device scanning with on/off switch

Printing

VPN

Private DNS

Ethernet which is greyed out

Looking for something else?

Samsung cloud

Secure wifi

Quick share

Thanks

XRaySpeX · ‎03-02-2023

@phari wrote:

Wi-fi which has an on and off switch

Switch it ON. Tap it. Do you see a list of WiFi networks? Is the router's SSID among them? If so, tap it.

If you think I helped please feel free to hit the "Thumbs Up" button below.

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 (no landline number)

phari · ‎03-02-2023

Nothing comes up when I switch it on. 😥

XRaySpeX · ‎03-02-2023

Not even when you tap the word "WiFi"?

If you think I helped please feel free to hit the "Thumbs Up" button below.

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 (no landline number)