Follow our step-by-step guides to help you get up and running with EE.
Bright Box 2 Wireless Router - connection not working
Having problems viewing web pages? Perhaps you're unable to connect to your router? Is the Broadband light on your router red, or your Internet light amber? We'll show you some simple steps you can try which fix most problems.
Turning it off and back on again
It's simple, but turning everything off and back on again really does fix most connection problems.
- push the ON/OFF switch on the back of your Bright Box 2
- shut down your computer (or device)
Wait about 30 seconds, and then turn everything back on. After a few minutes, check your connection again.
Check for incidents in your local area
Problems with your broadband can be caused by incidents in your local area.
You can check using the Openreach local network status checker.
Simply enter your home postcode. If any issues have been reported you'll find details about the problem, and when it will be fixed.
If there are no incidents, you can continue to work through the steps below.
Check your landline phone is working
Start by checking your phone line is working OK.
- Plug a phone into the same filter as your Bright Box router is connected.
- Listen for dial tone (or try to make a call).
- If you're unable to hear dial tone, or can hear a lot of noise on your phone line see our guide Home Phone - fixing faults.
If you're new to EE Home Broadband or you've recently moved house, you can check your service is live by logging in to your account. You'll find more help with this in our guide track my Home Broadband and Home Phone order.
If your connection has suddenly stopped working, log in to your account and check your bill. An outstanding balance may have stopped your broadband service from working. See paying your broadband bill if you think that has happened.
Is it plugged in and turned on?
From time to time, power switches can turn off, cables can work their way loose, or even find themselves in the wrong sockets.
Check everything is turned on, and connected to the correct socket. If you're unsure, see our set up guide.
Check your internet light
A green Internet light shows your router is connected.
See Bright Box 2 - Lights Explained for more help.
Connection between your computer and Bright Box router
You can check if you've got a working connection by going to the ee.co.uk website.
If it's the first time you've set up your broadband you'll be asked to choose if you'd like to download parental controls - pick an option and we'll set up your router so you can view web pages.
If you're unable to view any web pages see one of our guides below:
Nearly there page
If you're taken to our NEARLY THERE page, don't worry.
If it's the first time you've set up your router (or you've just returned it to factory default settings), just sit back and relax while we get you up and running. This will take about five minutes.
Once your router is set up, you might continue to see the NEARLY THERE message on certain pages (e.g. your homepage or the page you tried to view when the nearly there page loaded). If this happens:
- restart your computer or device - this will fix most problems
- restart your router - you might like to do this at the same time just in case
- clear your browsers cache
- reset your browser - as a last resort this will fix the problem
If you're getting the problem on all web pages, try updating your username and password from your Bright Box 2 admin pages.