topic Re: Cannot receive calls to my landline in Digital Home Phone

Cannot receive calls to my landline

jonpearce — Tue, 09 Sep 2025 16:01:29 GMT

We had Full Fibre installed 2 days ago. Our landline phone can only dial out but anyone calling in gets an unobtainable tone. EE sent a new hub but that's worse! Just get a message with no dial tone and still no incoming calls. Put the original hub back so at least we can make calls. Doesn't solve the problem though. Not impressed with EE.

Re: Cannot receive calls to my landline

XRaySpeX — Sat, 30 Aug 2025 11:16:07 GMT

@jonpearce : Specify which hubs involved.

Re: Cannot receive calls to my landline

jonpearce — Sat, 30 Aug 2025 11:36:16 GMT

Smart Hub Plus

Re: Cannot receive calls to my landline

XRaySpeX — Sat, 30 Aug 2025 11:39:16 GMT

@jonpearce : But you speak of more than 1 hub. What's the original hub?

Re: Cannot receive calls to my landline

jonpearce — Sat, 30 Aug 2025 11:41:10 GMT

The same type. The operator we spoke to sent a replacement thinking the original could be faulty. Both hubs Smart Hub Plus

Re: Cannot receive calls to my landline

jonpearce — Sat, 30 Aug 2025 11:47:41 GMT

Tried dialling in from mobile and a friend's landline and also plugged a wired handset in. Still the same. I'll have to call CS back on Monday when I'm in a better frame of mind!

Re: Cannot receive calls to my landline

JimM11 — Sat, 30 Aug 2025 13:10:28 GMT

@jonpearce Three parts to the digital voice service as delivered via the EE Smarthub+ Router.

1. The landline is now via the connection on the rear of the Router, all original phone line connection dies.

2. Service is divided into two separate parts, incoming calls and outgoing calls. One may work or start working before the other, ie you may be able to receive but not dial out or in reverse off that condition. After this fact it can take a good 24-48hrs for the transfer old/new to take place and fully function.

3. Services from other landlines, other operators, all the mobile networks etc all have to operate through the EE DV servers and direct to your EE Router. After a couple day's if not working, reset the Router powering it off for five minutes then restarting it. Finally text PHONE to 66033, this will initiate EE to test the DV side off operation, either find a fault or not, but you can expect return text's back and possibly an EE/BT Guide to give you a call, does work on registered mobiles that EE/BT are aware off and if you indeed can send that text! Test the dial out to your mobile, check that caller display and is sending you the correct number you expect to see, sometimes temp number gets assigned by mistake!

Re: Cannot receive calls to my landline

jonpearce — Sun, 31 Aug 2025 17:35:41 GMT

Strange thing..I sent an sms text to the landline from my mobile and the home phone rang and announced the text.

Re: Cannot receive calls to my landline

JimM11 — Sun, 31 Aug 2025 18:02:14 GMT

@jonpearce Time to go get the help on the EE DV features hopefully it's getting updated with all the addon's etc that are happening to it!

Re: Cannot receive calls to my landline

Leanne_T — Tue, 02 Sep 2025 07:29:59 GMT

Morning @jonpearce

Thanks for coming back to the community.

If you've not already contacted our broadband tech guides since you last posted, please get back in touch and the guide will get everything looked into and see what the next steps will be to get this sorted for you.

Please keep us updated with how you get on 🙂

Leanne.

Re: Cannot receive calls to my landline

jonpearce — Wed, 03 Sep 2025 16:46:21 GMT

Latest is spoke to an EE guide this morning and he was able to call my landline but no one else can still. He said problem has been escalated and to expect a resolution after 4 working hours. That was around 10am so nothing changed. I'll have to call Friday know! This is beyond a joke particularly as they will be taking the 1st month's payment tomorrow

Re: Cannot receive calls to my landline

Leanne_T — Thu, 04 Sep 2025 07:19:39 GMT

I understand your frustration @jonpearce and I'm very sorry no one contacted you after the 4 hours.

If you would like to open a complaint regarding your experience, you can complete the Make a Complaint form and one of our executive guides will be in touch to discuss everything with you.

I hope you get the landline sorted soon.

Leanne.

Re: Cannot receive calls to my landline

jonpearce — Fri, 05 Sep 2025 15:18:00 GMT

Spoke yet again to a guide today and also an engineer who once again escalated it upwards and gave another deadline of September 10th! It had better be sorted by then otherwise I will be escalating it to the local BBC news.

Re: Cannot receive calls to my landline

Christopher_G — Fri, 05 Sep 2025 17:42:55 GMT

Thanks for the update, @jonpearce

I hope it's sorted soon for you. Please continue to keep us updated.

Chris

Re: Cannot receive calls to my landline

jonpearce — Tue, 09 Sep 2025 14:39:55 GMT

Just had a notification that EE have closed the fault! It's still not working! I've had enough of it. I've come to the conclusion the engineers haven't a clue. Had enough of EE now and I'll be escalating this to the top.

Re: Cannot receive calls to my landline

Leanne_T — Tue, 09 Sep 2025 14:58:18 GMT

Hi @jonpearce

I'm sorry the fault has not been resolved and this has been closed.

Have you had an engineer visit over the past few days or had any changes made to see if this resolves the calls to the landline? Do you have an open complaint and in touch with one of our executive complaints guides?

Leanne.

Re: Cannot receive calls to my landline

XRaySpeX — Tue, 09 Sep 2025 15:46:21 GMT

@jonpearce : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Cannot receive calls to my landline

jonpearce — Tue, 09 Sep 2025 18:58:28 GMT

Called yet again and it seems like we're getting somewhere. They have allocated a temporary landline number while they take it up with Plusnet our previous supplier. Will find out tomorrow

Re: Cannot receive calls to my landline

Katie_B — Thu, 11 Sep 2025 12:03:51 GMT

Hi @jonpearce.

Thanks for letting us know.

Have you received an update?

Katie

Re: Cannot receive calls to my landline

jonpearce — Sat, 13 Sep 2025 09:09:29 GMT

The landline number has been changed back to our original from the temporary but still has same fault. Was told on 10th that our porting request has been resubmitted with Plusnet. The guide said he'll phone us in a week! That makes it 3 weeks since installation and half a phone service. Why is it so difficult to sort this?