Unbreakable WiFi Broke!

[DavidHumphries]

I have Halo3+ and have had two recent broadband MSOs where the Halo did not work. BT support as much use as a chocolate fireguard.

Now internet is back on, I've completely reset all the equipment from scratch.

Homehub2 online and working good. EE halo hub connected to router via WiFi with strong signal and good EE reception, 4G shows two blue bars.

To test I removed the phone line from the wall. Router drops to flashing purple and then solid purple which shows it's connected to the Halo.

Halo hub has solid blue centre light and 4G light is white two bars.

So for all intents and purposes everything is as it should be..... BUT none of my devices connected to the internet! Phone, PC, Chromebook, TV stick, etc all show no WiFi or internet.

What gives? I can't get online support to understand me, they keep suggesting resets and moving routers etc, but the hardware all seems to be doing what it should and is saying it's connected as it should?

Ideas?

[Leanne_T]

Hi @DavidHumphries 

Welcome back to the community. 

Since you posted on the community, are the devices now connected to WiFi and working for you? 

If this is still happening and you have no internet connection, could you try the steps in the  BT Broadband connection problems page, to see if this helps get you connected? 

Speak soon 🙂

Leanne. 

[DavidHumphries]

Hi @Leanne_T 

The MSO has been resolved.

However, my issue still persists.

Hub2 connect to internet and working fine. EE hub connected to Hub2 and show steady blue light and two blue bars for 4G. So far all good.

If I unplug the telephone line from the router simulating a service outage, the Hub2 flashes purple (no broadband) and after a minute or so goes steady purple (connected to EE hub) At the same time the EE hub is showing steady blue light (connected to the Hub2) and two white bars of 4G ( connected to EE 4G). Again so far all as expected and indicating that the equipment is doing as it should.

However NONE of my devices connected to the internet - phones, TV, computer, Chromebook, air purifies nothing. Phones and computers all show as connecting to the hub but the hub not having internet.

Faulty equipment? Not configured? I've reset and factory reset and set back up everything more than once. Same results.

[Leanne_T]

Thanks for coming back to me @DavidHumphries 

This would need to be looked into for you, please get in touch with our technical support team and they will help you further. 

Leanne.

[DavidHumphries]

Hi Leanne

tested again this afternoon and had the same results. I was having tea and steeling myself to call BT as it drains my people battery faster than you'd imagine when I thought I'd try it all again. Unhooked everything, set it all back up. Pulled the phone plug and would you believe it, the EE hub cut in!! 

I have no idea what I have done different other than back up the homehub, factory reset and then restored backed up settings. Fingers crossed when the mainline goes down again the seamless Halo actually works....

[Leanne_T]

Hi @DavidHumphries 

Thanks so much for coming back and letting me know. 

If you experience any further problems, please let us know 🙂

Have a great day. 

Leanne.