topic Re: POOR SERVICE and ADVICE in Digital Home Phone

POOR SERVICE and ADVICE

Bassman48 — Sat, 18 Jan 2025 10:37:43 GMT

I have had issues with my phone since switching to EE and they have multiplied since full fibre was installed. I am using BT Digital phones. One won’t work at all, all I get is a ‘musical’ tone and the other occasionally works but more often shows “Searching for hub” and “synchronising handset data”. An EE agent in Stockport advised me to buy a longer cable to move my hub to another room and also said her manager had approved replacement handsets at no charge and I would have them in 2 days. The new £15 cable made no difference and when I called to check on the new phones I was told by another Stockport agent that they had been despatched and to wait another 2 days. He also said moving the hub would have no effect. Yesterday, I.e. 3 days later I called again to be advised that no order for replacement phones had been placed and the matter would have to be referred to the original agent and her manager and that I would receive a speedy reply. I’m still waiting for that. EE need lessons in customer care!

Re: POOR SERVICE and ADVICE

Northerner — Sat, 18 Jan 2025 11:45:17 GMT

Hi @Bassman48

Your comments are disappointing and i would also be disappointed and frustrated. I would suggest you complain here: https://ee.co.uk/help/contact-ee/complaint

Have you checked out some of the other threads in this forum such as this one.

https://community.ee.co.uk/t5/Digital-Home-Phone/How-to-set-up-your-Digital-Home-Phone/td-p/1394455

Thanks

Re: POOR SERVICE and ADVICE

Bassman48 — Mon, 20 Jan 2025 10:05:12 GMT

Northerner, thanks for the advice but still have issues. None of the 3 EE people I spoke have been able to explain the “Searching for hub” and “Synchronising handset data” messages that appear when I try to answer a call.

Re: POOR SERVICE and ADVICE

WillKirk — Sat, 25 Jan 2025 18:35:21 GMT

On the BT Forum's this is normally down to the batteries being shot - try replacing the batteries for new rechargables, and you may find they start working perfectly.