topic Re: Landline Number not recognised in Digital Home Phone

Landline Number not recognised

chrislee1628 — Sun, 26 Apr 2026 19:33:29 GMT

It has been several months now, there is a dialtone, I can dial out, but when people call, they get the message that the number is not recognised.

It has been passed onto the complaints team who are looking into it, only after numerous emails and spending hours on the phone getting passed from one department to another.

When the contract is up, I will not be staying with EE, should have just stayed with BT.

Re: Landline Number not recognised

XRaySpeX — Sun, 26 Apr 2026 20:02:32 GMT

It'll be the same DV with BT. I should get it fixed now with EE.

Where are you plugging your phones?

Re: Landline Number not recognised

chrislee1628 — Sun, 26 Apr 2026 20:24:27 GMT

Have tried both the original socket on the wall and from the router itself. Dialtone on both, can make calls, but when calling the landline, number not recognised.

Looking at the orders section, still open

Now another issue, when logging in, it wants a passkey, but everytime I try to create one, it justs goes back to the login screen, tried a different browser which just kept refreshing the page and now when I try to open ee.co.uk, it comes up with a page that I am blocked on all browsers or devices...

on my mobile, using the browser, as soon as I try to login, it says blocked, webpage is

https://ee.co.uk/exp/home

I swear when this contract is up, there is no way I am staying with EE, they can offer the contract for free or even pay me to stay, but hell no, all these years with BT, nothing compared to the crap I am getting with EE in just a few months

looks like other than community.ee.co.uk, I am blocked from all ee.co.uk pages, due to an issue with their site, when I try to login it asks me to login via a passkey, but then fails, I then have to login using email code then sms code, I am now blocked from ee.co.uk, except the community or if I use a vpn

Re: Landline Number not recognised

XRaySpeX — Sun, 26 Apr 2026 20:37:08 GMT

You can't have a dialtone from the old phone socket on the wall with DV. That was for the analogue landline now gone.

Re: Landline Number not recognised

chrislee1628 — Sun, 26 Apr 2026 20:43:34 GMT

so you say, but I get a dialtone on both the socket on the wall and from the router, both the same, number not recognised

called my mobile via both sockets

Re: Landline Number not recognised

XRaySpeX — Sun, 26 Apr 2026 20:58:41 GMT

Maybe that's the problem. I don't know whether it's physically possible but it appears you have both DV (from the router) & an analogue landline (at the phone socket). So when someone phones your no. the system doesn't know which route to take & gives up with "number not recognised".

Re: Landline Number not recognised

WelshGeezer — Sun, 26 Apr 2026 21:27:22 GMT

Sounds like you ported the number at some point but it didn’t go as planned. It sounds like you have a a split port!

Re: Landline Number not recognised

chrislee1628 — Sun, 26 Apr 2026 21:36:04 GMT

Order BTC

on 22 February 2026

Full Fibre 1.6 Gigabits Premium

In progress

Pay Per Call

In progress

That was from early today, as you can see it has been 2 months now, still in progress, originally customer service was looking into it, but has been passed onto the complaints team who are now looking it and they have no idea, should be hearing from them again on Wednesday

I'm guessing like you said, the number still attached to the old provider and EE

Re: Landline Number not recognised

Conrad1961 — Sun, 26 Apr 2026 21:35:27 GMT

Is the open order something to do with DV because if it is then the change to DV hasn't been completed correctly.

Can you log in to EE using a laptop without using any bookmarks - it could be that you are still partially logged in which is confusing the system.

Re: Landline Number not recognised

XRaySpeX — Mon, 27 Apr 2026 10:13:08 GMT

@chrislee1628 wrote:
Have tried both the original socket on the wall

Just to be clear, is this socket on the wall a phone socket or a mains socket with an adapter plugged into it? Post a pix of it.

Re: Landline Number not recognised

chrislee1628 — Mon, 27 Apr 2026 17:56:56 GMT

the main telephone socket, it has the extra part that connects to it, separating the connection for the phone and fibre broadband.

the EE router is connected to a different socket that they installed, similar size but with flashing lights.

the issue is not with the wall sockets but with BT and EE, broadband was moved over fine, the telephone however wasn't. like I said, there is a dialtone on both the original telephone socket and the EE router, when making calls on both sockets the landline number comes up

Have been in contact with someone from EE Complaints who has been looking into it and trying to sort it out. everytime they call, it is to say that it hasn't been sorted out and will call me again at a later date.

worst case scenario is that we would be assigned a new landline number, which is unacceptable as the landline number was paid for, not a random number assigned by BT

*NowTV* not BT

Re: Landline Number not recognised

XRaySpeX — Mon, 27 Apr 2026 18:08:50 GMT

Yes, that's a landline phone socket from which you are getting an analogue landline signal, which you you shouldn't do if you have DV. It should be dead when you have DV. In my view the system is getting confused between them when somebody dials your no, (which you still retain).