Follow our step-by-step guides to help you get up and running with EE.
Netgear router - connection not working
Having problems viewing web pages? Perhaps you're unable to connect to your router? Is the broadband or internet light on your router flashing? We'll show you some simple steps that 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.
- Flick the power switch off on the back of the router
- Shut down your computer (or device)
Wait about 30 seconds, then turn everything back on. After a few minutes, check your connection again.
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 broadband, check your service is active by logging in to Your Account. 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
Great start - all your cables are connected correctly.
Next step - check the Internet light.
If you've already checked your broadband service is live, and restarted your router:
- Check cable set up. You'll find more help with this in your set up guide.
- Check filter set up and internal wiring. You'll find more help with this in our filters and extension cable guide.
Light is off
If you've already checked your broadband service is live and restarted your router, try checking your filter set up and internal wiring. You'll find more help with this in our filters and extension cable guide.
Solid or blinking green
Great news - your broadband connection is working.
Next step - check you've got a working connection between your computer and router.
You'll need to enter your broadband username and password on your router.
Make sure you've checked your broadband service is live and restarted your router.
Next, check your broadband username and password is entered correctly on your router.
You can check if you've got a working connection by going to the ee.co.uk website.
For help setting up a connection, see one of our guides below:
Having problems streaming videos or playing online games? Perhaps you're experiencing wireless performance issues? Updating the firmware on your router might help. See our guide to update your firmware.