Bright Box 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 flashing? We'll show you some simple steps you can try which fix most problems.

Using your Bright Box for Fibre Broadband? See our Fibre Broadband connection guide.
 

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.

  1. Plug a phone into the same filter as your Bright Box router is connected
  2. Listen for dial tone (or try to make a call)
  3. 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

Account live?

If you're new to EE Home Broadband, you can check your service is live by logging in to Your Account and open the track your orders option.

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 happended.
 

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 broadband light

Match your broadband light to these options:

Solid green light

If your connection has worked before, turning everything off and back on again really does fix most connection problems.

  1. Push the ON/OFF switch on the back of your Bright Box 2
  2. Shut down your computer (or device)
  3. Wait about 30 seconds, then turn everything back on
  4. After a few minutes, check your connection again

If it's the first time connecting a device to your router, see one of our guides below:

Light is off

Your Bright Box can't detect a broadband signal.

  • Check cable set up. You'll find more help with this in our set up guide
  • Check filter set up and internal wiring. You'll find more help with this in our filters and extension cable guide
  • Turn it off and back on again. If you've not restarted your router yet, turn it off and back on again.
  • New to EE Home Broadband? Check your service is active by logging in to Your Account. Open the Track your orders option
  • Fibre settings? If you've used your Bright Box with our Fibre broadband service, try switching settings to ADSL
     

Flashing green (quickly)

Your router is synchronising with broadband.

Wait a minute or so and then check our filters and extension cable guide.

Flashing green (slowly)

  • New to EE Home Broadband? Check your service is active by logging in to Your Account. Open the Track your orders option
  • Turn it off and back on again. If you've not restarted your router yet, turn it off and back on again.
  • Temporary outage. If your connection has worked before, there may be an issue. After 30 minutes, try turning your router off and back on again
  • Refresh your username and password. See our guide to fixing username and password problems on your Bright Box

 

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 - this will fix most problems
  • Restart your router - you might like to do this at the same time just in case
  • Clear your browser's 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 the Bright Box admin pages.

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