topic Re: Faulty EE Digital Voice Phone in Digital Home Phone

Faulty EE Digital Voice Phone

Blair54 — Mon, 06 Oct 2025 12:08:29 GMT

I have a faulty EE Digital Voice Phone which I have trying to resolve through the EE helpline for a number of months now with no avail, as a last resort EE said to get a corded phone (rather than wifi), I went to the added expense of this and it works fine.
Without going into too much detail I contacted EE Store (where I purchased it in June) and asked for a Returns/Fault Ref to return.

They told me I had to contact the manufacturer (BT.helpdesk@sgweurope.com or Phone No 0800 1456789 for a returns reference which I did and they refused to deal with it as they say they do not make this phone.
I am at a loss what to do now, as EE says the EE Store is now closed and cannot supply a replacement Phone,

I have got back to EE store at enquire-store@ee.co.uk but have not heard back as yet, but surely it is the retailer in the first instance to deal with it rather than me having too contact the manufacturer.

Does anyone know the Manufacturer of an EE Home Phone Plus (HPRZ) it says on my Invoice the manufacturer is EE.

I appreciate that the Forum will not be able to sort it out, but has anyone else had any issue returning this type of phone.

Thanks,

Re: Faulty EE Digital Voice Phone

XRaySpeX — Mon, 06 Oct 2025 12:18:42 GMT

The EE Store for its existing custs should be dealing with it.

Re: Faulty EE Digital Voice Phone

Blair54 — Mon, 06 Oct 2025 13:15:43 GMT

Thank you for your response, I have contacted ee store online, (who I purchased from initially) who then passed me on to BT.helpdesk@sgweurope.com and they then told me to phone the number on the base of the phone, which I did, they said they couldn’t help as I need to go back again to them and get a Returns No.
So I have been in touch with everyone and now I am back to square one.

Just impossible to speak on the phone to the online ee store (apart from e-mail), I suspect that these type of phones have gone faulty so many times, as now you cannot buy them now.

Thanks

Re: Faulty EE Digital Voice Phone

Schockwave — Mon, 06 Oct 2025 13:23:29 GMT

@Blair54 , here are ways to return an item that is faulty, might help:

https://ee.co.uk/help/orders

Re: Faulty EE Digital Voice Phone

Blair54 — Mon, 06 Oct 2025 13:32:16 GMT

Thanks for the information, but I cannot return the faulty phone for a refund without a returns number/ref which is what I have difficulty getting (see original post)

Thanks

Re: Faulty EE Digital Voice Phone

JimM11 — Tue, 07 Oct 2025 09:30:25 GMT

@Blair54 This is you best route, fill in the details and submit!

Fill out our complaints form | Help | EE

Re: Faulty EE Digital Voice Phone

Blair54 — Tue, 07 Oct 2025 09:39:51 GMT

Thanks JimM11 appreciate the response, will try that and see how it goes, will report back with result either way!

Re: Faulty EE Digital Voice Phone

Blair54 — Tue, 07 Oct 2025 15:41:04 GMT

Thanks Jim, received a Returns Reference at last after numerous e mails, so thanks to all for advice, so did not require to fill in the complaint form thank goodness!
Blair

Re: Faulty EE Digital Voice Phone

Blair54 — Thu, 09 Oct 2025 19:28:40 GMT

Update: I appear to have resolved the issue with my EE Digital Home Phone Plus, after on the phone and text to EE about the issue for a total of about 8 hours over a couple of months, and after numerous factory resets and many line checks by EE and OpenReach I finally gave up and tried to arrange a refund for my phone, which I eventually managed (see previous posts).
The issue I had was that when you called the phone (only on some numbers) it did not ring but showed up on the phone display OK, if you seen the display lit up you could pick up and answer as normal. (I see that some previous Community members had this issue also). As one of the numbers that did not ring was my mobile I was able to carry out my own tests without asking anyone to phone me to see if it worked.

Anyway, it appears that when I changed from Ringtone 1 to another Ringtone (on the incoming phone number on the EE Digital Home Phone) it resolved the issue, and this is the case so far. So if anyone else has this issue give it a try, as it worked for me so far.

Disappointed that I had spent hours on the phone to EE and they weren’t able to resolve this, it couldn’t have been on there script! It is time they added it now.

Hopefully all makes sense, if not get back to me.

Blair

Re: Faulty EE Digital Voice Phone

JimM11 — Thu, 09 Oct 2025 19:36:18 GMT

@Blair54 Guess you never thought to post that up at the time when you had the issue! Software compatibility issue would be the suspect and you can get EE to fix that for you!

Re: Faulty EE Digital Voice Phone

Blair54 — Thu, 09 Oct 2025 19:48:35 GMT

Thanks Jim, problem was I am relatively new to EE and just joined the EE community recently, when I searched the issue on the Community the other member who had the same problem got a replacement phone(s). So I thought that might be the only solution.

Never mind will suggest that to EE if the issue comes back, wether they will be helpful is another matter!

Re: Faulty EE Digital Voice Phone

JimM11 — Thu, 09 Oct 2025 19:52:32 GMT

@Blair54 They won't the ringtone feature and changes are all being looked at presently, there was a posting the other day but on the broadband side not the digital voice part, so moves are a foot as one would say keep it all in the back off the mind, glad you got the returns all sorted never easy getting things done!

Re: Faulty EE Digital Voice Phone

Blair54 — Thu, 09 Oct 2025 20:11:22 GMT

Thanks Jim, Although got the returns sorted out, I will hang on to the phone for the now, as I am generally happy with it when it all works, and it is very clear when speaking, better than the corded version. It appears you cannot get the EE Digital Voice Phone from EE, only from Amazon or elsewhere, must have stopped selling them with all the issues.

Re: Faulty EE Digital Voice Phone

JimM11 — Thu, 09 Oct 2025 20:22:33 GMT

@Blair54 Good idea, it's a one off those and a few features that are beginning to come to the front so someone somewhere is tying all the loose ends together, things with EE do NOT move along quickly!

Re: Faulty EE Digital Voice Phone

Blair54 — Thu, 09 Oct 2025 20:50:33 GMT

Thanks for your advice, will keep fingers crossed all goes well,

Blair

Re: Faulty EE Digital Voice Phone

JimM11 — Fri, 10 Oct 2025 07:55:37 GMT

@Blair54 Was hoping that the reference would re-appear as could not remember who it was that posted, but today it did so here is the copy to that link!🙄

New Pro Firmware r3.8.24-R-1531355-PROD-1 for router and extenders. - Page 6 - The EE Community

Re: Faulty EE Digital Voice Phone

Blair54 — Fri, 10 Oct 2025 10:16:07 GMT

Thanks Jim, much appreciated, will check that out later.

Blair

Re: Faulty EE Digital Voice Phone

Blair54 — Fri, 10 Oct 2025 13:17:52 GMT

Jim, checked out the Firmware and it is up to date,

Thanks, much appreciated

Blair