by Nathanwetton

New internet not working

Hi All,


I've recently had a horrible experience switching from Sky to EE broadband. 


Firstly I get told that there will be no break in service of internet, simply get a router delivered, unplug the old one and in with the new and away I go... Or not.


My phone line got changed, new number all working okay, but I've not received a router, so I ring EE to find out that something/everything went wrong with the internet part of the set up and there was going to be a delay of a week. 


Anyhow, 3 weeks later I've just received my EE smart hub, the broadband got activated 4 days ago but the hub has just turned up now. 


I've plugged it in, the router is doing it's it's  set up and I get a nice aqua light telling me everything is okay... Or not


I connect my phone to the broadband and get the 'connected no internet' notification (even thought the hub says everything is fine) 


Can anyone help me with this problem? As you can imagine, after 3 weeks without internet when promised there'd be no break in quite ticked off. 

EE Community Support Team

Re: New internet not working

Hi there @Nathanwetton


Thanks for coming here.


I am sorry to hear of your experience.


I have sent you a private message on here for some details.



by Grand Master
Grand Master

Re: New internet not working

Welcome to EE's Home Broadband Forum.


Do devices other than your mobile connect OK?

What does it say after you log into the router:

  • For a Smart Hub: on the Advanced Settings / Broadband / Internet page?

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.

Does the phone work? Do you get a dial tone? 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.

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