Ee internet state disconnected

My ee bright box two internet state is disconnected. I have tried to click on connect internet nothing happens. I have reset to factory settings but still flashing orange. When I change it from asdl to fibre it connects for about 30 secs then drops out. The broadband is green it's just the Internet is flashing orange. Cam anyone help please???

Do you have ADSL2+ or FTTC (fibre) service.

Does the brightbox let you access any line stats, e.g. see the connection speed the modem is connected at?

I think im fibre how do I check and yes I can access stats which ones do you need?

Do I need to change a setting or something? I have gone on and clicked connect internet because it says disconnected but nothing happens

What speeds do you normally get are an indication of the product, as well as the monthly cost.

On the stats

Connection Speed
Line Attenuation
Noise Margin/SNR

For both download and upload.

In reply to a post by MrSaffron:

What speeds do you normally get are an indication of the product, as well as the monthly cost.

On the stats

Connection Speed
Line Attenuation
Noise Margin/SNR

For both download and upload.

It says connected to the broadband but not connected to the Internet way is that? Also my stats are 58 upload and 11 down load something like that? I just need with my bright box 2 flashing internet symbol flashing orange

Bill definitely paid and up to date? Direct debit could not have failed e.g. lost bank card and froze account or anything?

I'd give the ISP a call as it looks like authentication issue which is usually either a fault or payment failed.

Yeah everything is paided for must be a authentication issue. When I go on status nothing appers on the broadband username it's blank but there is a password how does that work?

The strange thing is that when I factory reset it. It connects for 30 seconds then drops not sure why any ideas?

Need to talk to @EE, could be they have an authentication problem or the router is playing up

Will the system log tell me any of this what should I be looking for?

The system log may hold some information, but never seen what the EE Brightbox logs say

During that 30 seconds, does it ask for the "Broadband username" and the "Broadband password"?

If it does, then those are immediately above the "Router login" on the plastic card "IMPORTANT BITS" that comes with the Brightbox 2.

How do I find the broadband user name and password I can't find it? It's not on the card that's only to do with the wifi not broadband

My "KEEP MEE" Card has the following information, of which only the first, outlined section applies to the Wi Fi facilities :-

==================
IMPORTANT BITS
---------------------------------
| Wireless network name
|
| Wireless password
----------------------------------
Your Account Username
Your Account Password
Broadband username
Broadband password
-----------------------------------
|Router login
|Username..........................Password
-----------------------------------
Thinking of moving home? Call us on: 0844 873 8586
===================


I would recommend that you connect your PC to the BB Router, using an Ethernet Cable, to simplify matters as you try to reconnect, if it is not already so wired.

Edited by deleted (Fri 30-Sep-16 07:16:32)

In reply to a post by eckiedoo:

My "KEEP MEE" Card has the following information, of which only the first, outlined section applies to the Wi Fi facilities :-

==================
IMPORTANT BITS
---------------------------------
| Wireless network name
|
| Wireless password
----------------------------------
Your Account Username
Your Account Password
Broadband username
Broadband password
-----------------------------------
|Router login
|Username..........................Password
-----------------------------------
Thinking of moving home? Call us on: 0844 873 8586
===================


I would recommend that you connect your PC to the BB Router, using an Ethernet Cable, to simplify matters as you try to reconnect, if it is not already so wired.

Mine does not have the part about account user and password and it also does not have the part about broadband user name and password. I'm not sure how I can get this information

If you don't have them stored on an email or elsewhere, or in the EE customer portal you will need to ring EE support. Plus reporting the fault would seem the sensible thing to do.

In reply to a post by MrSaffron:

If you don't have them stored on an email or elsewhere, or in the EE customer portal you will need to ring EE support. Plus reporting the fault would seem the sensible thing to do.

Yeay going to ring them today.

Yes, that's how EE's KeepMe cards were about 2 years ago, but more recent ones are only router-specific, giving only the WiFi creds & the admin login.

The user-specific details of the BB Username/pwd & email a/c are now only imparted to the user in their Welcome email.

Thanks for the update.