by Glenndolin
Explorer

No Internet

Hi so I've now been without internet for 3 weeks numerous phone calls with EE and BT and still no resolve 3 BT engineers have been out checking the line at my house and the exchange. I have the bright box 2 the broadband light is connected and green but interent light is just flashing orange all the time, I have used the migration wizard in the router settings most days in hope of a connection but my username never changes from readytoconnect@fs. Supposed to be getting a phonecall tomorrow from EE with a fix but with this being the 6th time it should be fixed I'm not expecting it to be..... is there anything else thats being missed here because I'm guessing its not a phone line issue? 

12 REPLIES 12
by
EE Community Support Team

Re: No Internet

Hi @Glendolin

 

Thank you for taking the time to post in community 🙂

 

I am sorry to hear of the experience and frustration you are feeling about this.

 

I would be inclined to advise to please wait until the phonecall you are expecting from EE before we move forward with this.

 

Please let us know what the team say when they call.

 

Thanks

 

Richard

 

🙂

by Grand Master
Grand Master

Re: No Internet

Have you just joined EE or are you already with EE?

What does it say in the Internet section on the initial Status page of the BrightBox after you log in? Only post the 1st 2 parts of the IP addy.

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

 

Have you tried a factory reset & then wait 10-20 mins for it to auto connect itself?

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by Glenndolin
Explorer

Re: No Internet

Joined EE on the 17th of January on fibre worked great for the first week or so then just disconnected and never re connected have tried factory reset a few times over the past weeks with no success.

 

The phone works fine get a nice clear dial tone and yes I get the correct number when dialling 1470 17070.

 

On the staus page of the brightbox BB type is fibre, BB state is connected, internet state is disconnected, IP address is 0.0.0.0 

by Grand Master
Grand Master

Re: No Internet

& there are some speeds given?

 

You are BB connected to the exchange OK but EE has removed your creds from their servers or the router is faulty.

 

Have you tried entering your BB Username & pwd manually?

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by Glenndolin
Explorer

Re: No Internet

Yes speeds are there 80 down and 20 up and yep also tried entering username and password manually but still no connection.

 

by Grand Master
Grand Master

Re: No Internet

Do you get "CHAP Authentication failed" msgs in the System Log?

 

Then EE has removed your creds from their Authentication server. You need to get onto them to put them back. W/out them you can't get on the Net.

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by Glenndolin
Explorer

Re: No Internet

Not getting that in the system log just an endless list of 'PPP: Sending PADI'

by Grand Master
Grand Master

Re: No Internet

Is that when you have set your BB creds manually? If so, the router must be faulty.

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by Glenndolin
Explorer

Re: No Internet

Yep thats with manually entered username and password seems like I get a 'PPP: Sending PADI' in the system log every 5 seconds.

 

So do you think its worth me giving them a ring to get a new router sent out asap? 

by Grand Master
Grand Master

Re: No Internet

Definitely!

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by Glenndolin
Explorer

Re: No Internet

Okay thanks for all the help man muchly appreicated

by Grand Master
Grand Master

Re: No Internet

You're welcome! Hope I've been of some assistance & that a new router works out.

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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

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