19-09-2019 02:23 AM
@Clare1478 : 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 does it say after you log into the router:
Obscure your names & numbers in the BB Username but post the 1st 2 parts of the IP addy. This will 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?
Does the phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?
19-09-2019 09:16 AM
For a red light on your router, we'd always suggest restarting the router first.
If this doesn't help, I'd then recommend doing a pin reset, by pressing an holding the pin reset button for around 20 seconds until the light turns green.
If this still doesn't help, I'd recommend contacting our Broadband Tech team.
You can find out what all of the lights mean in our Smart Hub Device Guide.
by lanslow Thursday