topic Re: Vulnerable customer digital phone not working. Impossible to get help in Digital Home Phone

Vulnerable customer digital phone not working. Impossible to get help

macarruthers — Sun, 26 Jan 2025 15:29:28 GMT

I am helping my 88 mother who has moved recently and lives alone. BT insisted that she move to EE in the new property, and would only install a digital phone. This worked initially but is now not working, message 'No link to hub'. I have reset the router and tried WPS but no change. There is no mobile reception at the new house.
It is literally impossible to speak to anyone at EE. I tried to raise it as a fault. only response is by text (useless as there is no mobile coverage - I am having to drive to another location to receive texts). Last text advised that there is no line problem so all it OK. It is not!! Yes the hub works but the digital phone doesn't.
How can I speak to EE? Why can I not have an EE email address that at least I could email to as there is no mobile coverage. Or even online chat (doesn't seem to exist any more). How do I advise that my mother is vulnerable and needs assistance.
I really do not know what to do, any advice very much appreciated.

Re: Vulnerable customer digital phone not working. Impossible to get help

Schockwave — Sun, 26 Jan 2025 15:56:09 GMT

Hello @macarruthers ,

Welcome to the community,

Unfortunately, EE do not provide an email address.

You would need to speak with the technical team.

Online chat is only for customers on contract, which can be found via the EE App or via the website, but they probably would not be able to help either.

If you have something like Skype, you can ring customer service for free, see my signature.

Re: Vulnerable customer digital phone not working. Impossible to get help

Ali_A — Sun, 26 Jan 2025 16:01:33 GMT

Hi @macarruthers

Welcome to the Community

Sorry to hear you're facing an issue with your mothers digital phone.

We have a page that may resolve the issue you're facing. Usually a "no link to hub" would indicate there phone and router are too far from each other. Are you able to place them closer?

Please have a look at Unable to make or take landline calls with Digital Home Phone.

If you can let me know how you get on.

Ali

Re: Vulnerable customer digital phone not working. Impossible to get help

Mustrum — Sun, 26 Jan 2025 17:11:06 GMT

@macarruthers Are you able to plug the phone directly into the router, rather than through the adapter?

It may be inconvenient, but trying it will help eliminate things.

Re: Vulnerable customer digital phone not working. Impossible to get help

JimM11 — Sun, 26 Jan 2025 18:56:42 GMT

@macarruthers When you are back in an area where you are able to communicate and respond to the web forum messages please do so, as you are offline, at present. Would be helpful to know which EE Router is supplied to the property, but link below displays each current EE router so take a look if you are unsure. Suspect that it will be the EE Smart Hub Plus from the pictures.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: Vulnerable customer digital phone not working. Impossible to get help

JimM11 — Sun, 26 Jan 2025 19:18:33 GMT

@macarruthers I have created a separate reply to aide if possible.

The EE Router if you have what is suspected, then wi-fi calling feature of the EE mobile if that is what you have other makes may be ok also, and this depends on the mobile phone also able to support the feature, EE is 100% i know this as a fact, because without it my mobile phones would be completely useless as i moved to EE from O2, biggest mistake ever on that one.

@Ali_A and @Mustrum have advised some very relevant points to try and quickly get you out of this jam that is created, so look and read there replies closely as you have now found how easily it is to get into a problem when the basic DV system FAILS to work. Without mobile there should be NO WAY that DV is foisted upon a system unless under extreme conditions and whoever did this is completely wrong. There is other parts that need to be communicated to you but one step at a time.

@Ali_A You should reach out by PM to this user.

Re: Vulnerable customer digital phone not working. Impossible to get help

Katie_B — Mon, 27 Jan 2025 13:10:28 GMT

Hi @JimM11.

I agree.

@Ali_A is off at the moment but I am going to reach out to the OP now.

Katie 🙂

Re: Vulnerable customer digital phone not working. Impossible to get help

JimM11 — Mon, 27 Jan 2025 13:25:20 GMT

@Katie_B Thanks, it is a real bug bear of mine having gone through all of this for months sorting out my sister's side with the EE issues and treatment, still not got it all 100% sorted yet, and until i can get back up, be on the phone with her then that is the final part, just got to make the 1 hour drive and have the time and EE help to do so. Once again thank you very much.👍

Re: Vulnerable customer digital phone not working. Impossible to get help

macarruthers — Tue, 28 Jan 2025 17:18:43 GMT

Thank you all for your replies. We have got a borrowed phone working by plugging into the back of the router. The digital phone will still not connect. I have received today a replacement digital phone. I did get an automated email saying it has been sent, but it would be so helpful if a real person would email me just to tell me what is happening and what I need to do. Katie I think you may have sorted this? Do I send the broken phone back? I am also not used to using forums like this, it was a last resort as there was no other form of communication.
I really feel that EE needs to have a phone number or chat that OAP customers such as myself who are not technically minded can get assistance.

Re: Vulnerable customer digital phone not working. Impossible to get help

Katie_B — Tue, 28 Jan 2025 17:30:56 GMT

Hello @macarruthers.

I would love to help with this.

When you have a moment please check your community inbox.

Speak soon,

Katie

Re: Vulnerable customer digital phone not working. Impossible to get help

JimM11 — Tue, 28 Jan 2025 19:03:52 GMT

@macarruthers The direct link below should open up and you can play the video direct so you can see what needs to be done.

How to set up your Digital Home Phone - The EE Community