by cpw1978 Investigator
Investigator

Re: Broadband connected internet state disconnected

Hi this has just happened to me after a home move and EE have said they have to book the line out as a problem?

 

Surely a faulty line wouldn't give green broadband light and my phone wouldn't be working.

 

I've got a correct looking username so do you think they've deleted my credentials?

 

Really frustrating as it's already taken 3 weeks for a house move with them and we only moved 600 yards from rented accommodation to our own IMG_20171027_184907.jpg

8 REPLIES 8
by Grand Master
Grand Master

Re: Broadband connected internet state disconnected

@cpw1978: Welcome to EE's Home Broadband Forum.

What does it say in the Internet section on the initial Status page of the BrightBox after you log in? Obscure your names 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? BrightBox 1 or 2?

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.

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 cpw1978 Investigator
Investigator

Re: Broadband connected internet state disconnected

Thanks for the welcome 🙂

 

Here's the info IMG_20171027_193455.jpg

 

by Brilliant Contributor
Brilliant Contributor

Re: Broadband connected internet state disconnected

 

@cpw1978, Yes the Broadband light can be green, but the Internet is showing as disconnected as there appears to be a fault. 

 

I have had this twice when there has been a problem. As @XRaySpeX has written, do you have a dial tone? I would suggest you check to see if when dialling 1470 17070 to see if it gives you the correct number.

by Grand Master
Grand Master

Re: Broadband connected internet state disconnected

You have a perfectly good BB connection to the exchange. However you are not authenticating with EE's authentication server & therefore are not allowed onto the wider Internet. Either:

  • You have got your BB username or pwd wrong in the router, or
  • EE has omitted/forgotten/removed your creds on their authentication server.
__________________________________________________________________________________________
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 cpw1978 Investigator
Investigator

Re: Broadband connected internet state disconnected

Thanks I will call them in the morning and present the evidence!

 

Phone works fine btw on the correct number. 

 

Thanks for the help

by
EE Community Support Team

Re: Broadband connected internet state disconnected

Morning @cpw1978

 

Let us know how you get on 🙂

 

Thanks, Leanne.

by cpw1978 Investigator
Investigator

Re: Broadband connected internet state disconnected

Hi Leanne 

 

I sent a DM via Twitter last night but it's not been seen, can someone check the verified feed.

 

I'm a sports journalist so no internet for the third Saturday running is beginning to frustrate. 

 

I'd call but I've an early morning assignment before the Premier League games kick off this afternoon. 

 

Xrayspex thanks for all the help 

by
EE Community Support Team

Re: Broadband connected internet state disconnected

Hi @cpw1978,

 

I'm afraid our Twitter team can't access your broadband account.

 

Please get in touch with customer services when you can and they'll help you get connected.

 

Thanks

 

James

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