Fibre Broadband Line cord error

[Taters1955]

Just switched from BT to EE with full fibre.  Installed two days ago. Broadband working fine with good speed.  Phone plugged into router - "Line cord error" have tried unplugging and re plugging cord no use.  Same phone and cable worked fine for years....

What's the problem?

[JimM11]

@Taters1955 Was it a straight switch BT FF to EE FF, still have the BT supplied router, and that BT arranged the whole transfer to the EE Broadband for you. Would have thought that by 2 day's you would have had some form of DV Service. Your phone number was it transferred as part of the package.

[Taters1955]

Hi Jim  thanks for reply.

I was on BT fibre (not to the house, just to pole outside I think),  the BT/EE shop did all the "paperwork" so it was a straight transfer as I needed to save money and was years out of contract, same phone number etc.  So I didnt ask for EE but they said all BT retail customers now going to EE.

Only difference with the phone was that previously it was plugged into phone socket, but I had to agree to have the digital phone, so now its plugged into the router (some router as before, but now its connected to fibre coming on a cable through the wall). So same actual phone (online it says most BT phones will work with digital).

The broadband is fine!

[JimM11]

@Taters1955 As part of your move to the FF on the EE system as you had the older product before the FTTC and the phone and Broadband where both done through the master socket.

Then DV is moved onto the EE or BT router, as you have kept the BT Router it will be the BT Smarthub2, the phone connection now plugged into the rear of that BT Router, BUT the DV service has to be setup so that EE know and supply the DV signal both as either a pure Digital or VIA that rear socket as an older analogue to suit type of phone.

DV is not instant but normally up and fully functioning 24-48hours after the transfer. If this has not happened then you need to look on the router to see if the phone side is up, if you http://192.168.1.254 web manager you will be able to see if phone service is connected, straight below the status box you will see a phone, connected or not configured, have a look see.

What is your BT phone model that you have, if it was plugged into the Master socket before, then plugged into the back of the BT router should be fine, BUT the service has to be activated by EE to make it all work...

[Taters1955]

Hi Phone still not working after 6 days, now broadband keeps switching on and off.

So, the phone is a BT6600, was plugged into master socket worked for years!

Went into shop ...they said they couldnt report faults (despite what it says on the EE website), gave me a number to ring.

I checked a few things online - said try restarting the hub.

Today I restarted the Hub several times was getting quite hot.  Disconnected the phone to see if that made a difference......no. 

Internet connects for a few minutes then disconnects!  Then goes through the lights  eventually stable blue light..... then try to use internet...and it disconnects.

Just phoned them - office closed, but they did an automated check on the connection with Outreach - said all is fine!  Automated message said restart the hub, which of course I have done already several times.

(As I'm typing this connection back on.....but I guess as soon as I press the reply button it will go off.

Ringing them tomorrow. 

[JimM11]

@Taters1955 Are you able to do a web manager look at your BT Smarthub2 router from a laptop or pc. If so type http://192.168.1.254 this will connect and display the router page to you so you can view. Post back if you can or are able to do this.

http://192.168.1.254 Have attached a picture view if you are able to connect on your router, You will see indicated, my DV is not used, but you should see your phone number etc...

EE Smarthub+ SH31B

[Taters1955]

Hi Jim (You are very helpful!)

Yes I tried the hub manager (couple of days ago) as you suggested - it shows the phone number - so I guess that means the hub thinks its connected BUT still phone not working.

Switched everything off last night - switched it all back on this morning., broadband seems ok now (see last post - hub seemed to keep rebooting), but phone not working.

Have texted EE as told but automated phone and they are running tests.

Just got a text back!  "We found an issue with your service"!  They say to switch off hub for 2 minutes !  Although I have already done that numerous times - I shall do it again!

Thanks for your help - hopefully now I am in their fault system something will be sorted.

[JimM11]

@Taters1955 It's all part off the process, and when they advise for something to be done then that's the way, hopefully they do get to the bottom of the whole situation. If you want and have a mobile registered to your account, text GUIDE to 66033, that initiates a call back from EE/BT whatever guide picks it up and saves you hanging on the phone waiting.

The DV side is fairly complicated, as it involves all software outgoing and incoming as systems, just takes one little oops to mess it all up, if/when it starts to work, dial your landline from your mobile, two parts and normally one filters through before the other... Good luck with it all.👍