topic Re: Switched tariff but no service in Digital Home Phone

Switched tariff but no service

Terryraymond — Mon, 24 Mar 2025 22:22:36 GMT

Hi, I recently switched tariff after many attempts it was finally sorted after complaining. However my digital home phone is not working and I keep getting a voice recorded message saying that it’s not working. I called EE and went through troubleshooting steps and a fault was reported but still no movement.

Re: Switched tariff but no service

Peter_W — Tue, 25 Mar 2025 09:53:04 GMT

Hi @Terryraymond , welcome back to the Community 😊

When you put through your regrade, did the confirmation email you received confirm that the Digital Home Phone service was included?

If you head to your Hub Manager at http://192.168.1.254/ too, does it show that the phone service is configured?

It should display your landline number and connected handsets if it is.
Peter

Re: Switched tariff but no service

Terryraymond — Tue, 25 Mar 2025 11:33:51 GMT

Hi,

I was informed by the agent it was included in the package, on the EE app it shows my phone number.

On the hub manager there is only a hybrid connect square (I presume from my old package) but no telephone square.

Re: Switched tariff but no service

Peter_W — Tue, 25 Mar 2025 12:06:59 GMT

Thanks @Terryraymond.

When you got in touch with our team, what did they advise you and how were things left?

Peter

Re: Switched tariff but no service

Terryraymond — Tue, 25 Mar 2025 12:20:10 GMT

Hi,

I spent sometime troubleshooting my digital phone set with WPS linking etc over the phone however it kept saying no voice service on hub.

The agent pushed through a hub update and raised a fault after the update did not make things work.

I then changed to a wired dect phone into the Hub that’s when I could hear the recorded message.

It’s been awhile and still nothing is working on the digital home phone.

Re: Switched tariff but no service

Peter_W — Tue, 25 Mar 2025 13:48:49 GMT

Cheers @Terryraymond, did they advise if anyone would be back in touch over the fault that was raised?
If it's been a while since you last heard anything, it could be worth giving us another call, as they should be able to continue on any diagnostics.

Based on what you've mentioned it definitely sounds like it's something on the account rather than the devices.

Peter

Re: Switched tariff but no service

Terryraymond — Tue, 25 Mar 2025 22:44:11 GMT

Hi Peter,

they said that if they need any information they’d contact.

Re: Switched tariff but no service

Rach_H — Wed, 26 Mar 2025 08:58:38 GMT

I'd recommend giving the team another call @Terryraymond, if you are concerned about how long this is taking, and they'll be happy to give you an update on what is happening.

Rach

Re: Switched tariff but no service

Terryraymond — Mon, 31 Mar 2025 20:49:58 GMT

Hi Rach,

I called again and they sent me two new digital home phones however they’re saying “ no service on the hub “,

Re: Switched tariff but no service

Rach_H — Tue, 01 Apr 2025 08:43:16 GMT

Hi @Terryraymond,

Thanks for getting back to us to let us know that you've spoken with the team.

What did the team advise would happen with the new phones? Did they expect these to work when they arrived?

Rach

Re: Switched tariff but no service

Terryraymond — Tue, 01 Apr 2025 10:39:55 GMT

Hi Rach,

The idea was to set-up as normal (WPS etc) and it will work however it did not.

NB - the modem manager does not have a phone tile but the phones have connected to it.

Re: Switched tariff but no service

Rach_H — Tue, 01 Apr 2025 10:42:05 GMT

I'd recommend getting back in touch and letting the team know that this hasn't worked, and they will be able to see what we can try as the next option @Terryraymond.

Rach

Re: Switched tariff but no service

Terryraymond — Sat, 05 Apr 2025 09:18:54 GMT

It can’t be fixed it seems so as I don’t really use it , I’ll leave it as the broadband is fine.

Re: Switched tariff but no service

JimM11 — Sat, 05 Apr 2025 14:23:53 GMT

@Terryraymond Do you have the latest EE Smarthub+ where the newest FW update has removed the phone box completely, if so then that may be the reason that you cannot see it any more, but would be advisable if that is down to EE that they fix it, as anyone with the latest Digital phones will not be able to find stored numbers etc on the Router.