topic Re: Unable to receive landline calls from non EE mobiles landline ok in Digital Home Phone

Unable to receive landline calls from non EE mobiles landline ok

burcot — Fri, 15 Aug 2025 21:02:14 GMT

Since transferring from coper to fibre broadband I've been unable to receive calls from non EE mobiles. Calls from other networks just ring with no voicemail and calls from EE / BT landlines do cause my phone to ring but the voice doesn't connect. I'm sick of trying to get support from the EE helpdesk regarding this issue. The call settings on my EE app don't suggest I have call blocking on.

I'm sick of trying to get through to someone in the EE helpdesk that can solve this issue.

Re: Unable to receive landline calls from non EE mobiles landline ok

JimM11 — Sat, 16 Aug 2025 06:40:37 GMT

@burcot Text PHONE to 66033!

Re: Unable to receive landline calls from non EE mobiles landline ok

Peter_W — Sat, 16 Aug 2025 07:52:38 GMT

Good morning @burcot.

Welcome to the EE Community!

If you haven't already, I'd definitely recommend using the text service that @JimM11 mentioned above.

This will run some automated checks on your line to ensure everything is as it should be, then from there it will advise you on the next steps which would either be a further call from our team, or an engineer appointment.

Just to be sure as well though, when you moved from copper to fibre, did you switch over to digital home phone as well?

If you have, are you now connecting your phone to the green socket on the back of your hub rather than the traditional BT socket?

Peter

Re: Unable to receive landline calls from non EE mobiles landline ok

Profile closed — Sat, 16 Aug 2025 22:10:29 GMT

Hi burcot,

Digital Voice (Digital Home Phone) is a new service that New EE and BT are using when upgrading customers to Full Fibre (FTTP), which removes the copper from their homes, and does not support landline phone services. This did initially cause several issues that New EE and BT had to overcome very quickly, subsequently calling for a new method to keep a Home Phone service for our customers. Digital Voice (Digital Home Phone) was then created to tackle this change and continue providing a Home Phone service for customers. Since this technology is still rather new, there are a few issues that are still encountered today, which there are dedicated teams e.g., TMC, that are focused on resolving Digital Voice (Digital Home Phone) service issues. Yes, this new technology does perhaps work better with BT and New EE systems, but that was almost bound to happen since it was developed by the same company. Although, Digital Voice (Digital Home Phone) was designed to work with all communications providers. So, if you continue to notice any faults with your service, you can contact a Guide via 0800 800 150 / 0330 1234 150, and raise a fault with your Digital Voice (Digital Home Phone). The Guide will do their best to help optimise your service during the call, and they may decide to send you a Home Tech Expert (in-home engineer). This engineer will likely be sent via Circet, a third party company that has trained Guides to help you out in-home, and can usually resolve any outstanding faults during the visit. These visits are arranged over a call with a Guide, and will offer appointment times between 8:00 - 10:00, 10:00 - 12:00, 12:00 - 14:00, 14:00 - 16:00, and 16:00 - 18:00.

If you think this information has helped you in any way, you can press the kudos button below this response.

Re: Unable to receive landline calls from non EE mobiles landline ok

JimM11 — Sun, 17 Aug 2025 06:30:07 GMT

@Profile closed Just so you are aware DV has been around a lot longer than the dawn off FTTP connection and is also delivered over copper cable, so best not to lump it into just a FTTP connection type!