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Standard User Xinverse
(newbie) Sat 23-Apr-16 12:13:35
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EE New Customer - Broadband Not Working


[link to this post]
 
Posting from phone as having to pay an extra tenner for mobile data due to internet not working smile

Hi there.
Bought EE broadband recently.

Yesterday received the text my broadband is up and running. So I plugged everything in. Power, green light. Wireless, green light. Broadband, red.

Called them up, they said it activated at midnight yesterday. So I check my internet this morning. Broadband, red.

Waited till 8am. Called them up, 4 hours later I am posting. After nothing working.

The issue, details
-------------------
Home phone line is working and has been since yesterday.

Tried resetting internet a million times.

Have changed the Broadband username and password to the one they provided instead of the default 'readytoconnect@fs'. Didn't work.

On the home page 'Status' it shows up as:
Broadband type: Fibre
Broadband state: Disconnected
Internet state: Disconnected
Time connected: 00:0...
Downstream rate: 0...
Etc

So after 1 hour of being on hold, 1 hour of them saying, "everything is ok on our end we'll, put a complaint through" and another 2 hours of waiting to be called back. I am here out of desperation and hope that someone can help me before their 'level 2' team calls me and will inevitably regurgitate that everything is fine on their end before issuing me a new router hub or something.
Standard User MHC
(sensei) Sat 23-Apr-16 14:03:42
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Re: EE New Customer - Broadband Not Working


[re: Xinverse] [link to this post]
 
What hub?
What faceplate?
What cables?
Where are they plugged in?
Have you tried a different cable?
If your faceplate allows have you tried the text socket?


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User Xinverse
(newbie) Sat 23-Apr-16 14:24:07
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Re: EE New Customer - Broadband Not Working


[re: MHC] [link to this post]
 
In reply to a post by MHC:
What hub? Brightbox 2
What faceplate? Dont understand what you mean by this, isn't the faceplate just the front of the box?
What cables? standard power and grey dsl
Where are they plugged in? in the places instructed on the startup booklet, just double checked
Have you tried a different cable? I've tried with the new cable they provided and the one I previously used with my bt hub
If your faceplate allows have you tried the text socket? I don't think theres an option for that on mine


answers in bold


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Standard User MHC
(sensei) Sat 23-Apr-16 15:26:24
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Re: EE New Customer - Broadband Not Working


[re: Xinverse] [link to this post]
 
What filters do you have in place? A faceplate one or a dangly one?


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User XRaySpeX
(eat-sleep-adslguide) Mon 25-Apr-16 13:02:04
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Re: EE New Customer - Broadband Not Working


[re: Xinverse] [link to this post]
 
EE haven't BB connected you to the cab, let alone to their network frown.

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

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

Edited by XRaySpeX (Mon 25-Apr-16 13:03:36)

Standard User rumster
(newbie) Mon 25-Apr-16 13:13:51
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Re: EE New Customer - Broadband Not Working


[re: XRaySpeX] [link to this post]
 
/cough
Home phone line is working and has been since yesterday.
Standard User XRaySpeX
(eat-sleep-adslguide) Tue 03-May-16 00:30:06
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Re: EE New Customer - Broadband Not Working


[re: rumster] [link to this post]
 
/cough

But is it working from the correct no?

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
Standard User eckiedoo
(experienced) Tue 03-May-16 09:43:50
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Re: EE New Customer - Broadband Not Working


[re: Xinverse] [link to this post]
 
I would recommend that you follow XraySpex's advice, by ringing 17070 on the land-line, to confirm (or otherwsie) the actual Phone Number connected to your line, from the exchange.

Also, if you have a mobile, try phoning the number given by the "17070" call to confirm that number - and if you were told a different number by EE or BT, try that other number also.

Queer things can happen, given the convoluted wiring to be found in the phone system.

Edited by eckiedoo (Tue 03-May-16 09:44:40)

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