topic Re: Exhuasted with BT/EE support for Digital Phone CLI issues in Digital Home Phone

Exhuasted with BT/EE support for Digital Phone CLI issues

adrianmarsh — Thu, 09 Jul 2026 13:41:16 GMT

Just sharing our story with EE/BT so far:

I moved my mum from a working PSTN/FTTC Plus.net connection over to the new fiber connectivity. We started the process in January but Openreach failed to turn up twice and then turned up at a bad time unannounced. Eventually we got there in May.

The setup inside the house seemed to go fairly smoothly. It wasn't until a few days after we realised that Calling Line Identity wasn't working.

The setup: A BT Paragon 500 phone into the back of the EE Smarthub Plus 7 (physically to the BT socket on the hub). A BT 4500 DECT base unit connected via an EE supplied Wifi adapter, with 3 hand units.

We noticed that 9/10 incoming calls would just show as "incoming call", no number. But, just occasionally the number will show, so it's not 100% failure.

Outgoing calls seem to work just fine, and incoming audio calls work, most of the time. However I have seen where I answered the call on one dect phone, and the other phones kept ringing. The main issue though is the CLI.

I'm exhausted talking to BT. I've spent hours on the phone with them repeating the same tests, the same arguments. At least 6 calls now, usually 1-2 hours per call. It takes that long to finally be put through to "New IT Tech".. who then go to a team called the "offline team", who you can't talk to at all and don't listen to the facts.

We've reset the hub, we've factory rebooted it, they've taken CLI features off of the account and added them back on.

During all of this, the support people have told me privately that the new Digital Phone system has multiple issues, in its management systems and in the backend of it. One even offered to cancel our contract and move us to an "older" system, which would mean replacing the hub and changing contract.. but all to get away from the "new system".

Yesterday, despite telling me there's nothing wrong with the hub - they're now sending me a new hub. Except, I don't live there and so its a 400 mile round trip to go an replace/setup a hub, that probably won't fix their issue.

And the repeated claim from some of the support teams: "It's your phones... they're too old". Weird, because up until the move, both phones worked perfectly fine on PSTN CLI. I've has some of the engineerings agree with me that it's not the phones, but some insist it absolutely is. And they really don't like when I argue back that, even if it IS the phones, these are BT phones, working to standards that BT implemented, and claims to support in Digitial Phone.

I've now hit a wall with BT support. if the new hub doesn't fix the issue, I don't know where this goes.

What's interesting.. one of the engineers, kindly, sent us a Battery backup, and in that package is a wifi-based phone. And, on that, the CLI shows correctly for every incoming call at the same time the other phones don't. So if that phone can show it, but the phones working via adapters/plugging into the back don't, to me, that would indiciate the issue is with the hub, or more directly, the hub software. That also helps confirm that it's not an EE/BT network issue, as the CLI must be getting to the hub for the wifi phone to work.

But the BT Support engineers are adament that the hub software is bug free and works 100% of the time.

They also insist that I'll have to replace the phones, at our own cost, never mind the fact that the phones work fine and it seems clear it's the new system at fault. They actually argued with me yesterday that both phones, two different models must of failed, at exactly the same time, with exactly the same CLI symptom, coincidentially at the same time as we moved to the new hub and setup.. it couldn't possibly be the fault of the hub. I'm flabergasted bt that response and conclusion, with no evidence to support it. We ended up ending the call as both I and the support agent weren't getting anywhere and they kept insisting they couldn't do any more (perhaps pass up to the team that the hub has a bug?)

I guess I now have to wait and see for when the new hub arrives and test with that, and try to find a friend/neighbour still with a PSTN connection so I can prove the old phones work just fine.

I'm bitterly disappointed with the whole experince so far.

For the forum: If anyone knows if there's a list of what phones are/not supported, that'd be useful. We were told originally that 99.9% of all phones will work just fine.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

XRaySpeX — Thu, 09 Jul 2026 16:10:44 GMT

Why talk to BT when you have EE BB?

@adrianmarsh wrote:
in that package is a wifi-based phone. And, on that, the CLI shows correctly for every incoming call at the same time the other phones don't. So if that phone can show it, but the phones working via adapters/plugging into the back don't, to me, that would indiciate the issue is with the hub, or more directly, the hub software. Te.

I assume you mean a dedicated BT Digital Home Phone handset which is DECT based on the DECT base station incorporated in the router. So it is as much router dependant as your other 2 phones.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

adrianmarsh — Fri, 10 Jul 2026 12:18:46 GMT

Thats because EE and BT are the same group, and BT are the provider of Digitial Voice to EE customers. My original complaint was to EE, who put me through to calling the BT support number. Every text update we get telling us that it's fixed, each time we re-report it, is from EE even though I call BT.

Ultimately, it's a BT solution branded to EE.

The wifi based phone, was supplied in an EE branded box, so I can't tell if thats BT Digital Home Phone or not. It came as part of the battery backup solution. I've no idea why it works for CLI, but the others don't. The point is, they did before the move, they don't afterwards (except occasionally/intermittantly do).

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Fri, 10 Jul 2026 17:37:00 GMT

@adrianmarsh You are all wrong, EE and BT are just not the same company at all, yes they both belong to the same group that is the BT GROUP of which there are multiples that they own... BT as an ISP operates it's own service, just the same as EE does and your former ISP PlusNet.... The DV handset you have is NOT a wifi device, it operates in it's own Dect Frequency range and on your 7 Plus hub that is from there supplied detail below. EE Devices and that phone will be FW Updated via the EE System and NOT via BT as yet!

Radio transmission information

Frequency range (MHz)	Max power in the range (dBm)
1880 – 1900	21.4

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

adrianmarsh — Mon, 13 Jul 2026 12:28:28 GMT

Hi JimM11,

Happy to be corrected there.. but for all communications BT and EE intermix. I call into BT, I get a text response from EE to say the case is closed. For Customer Services, if I call EE, they tell me to call the BT number.

They're sending a new hub out as a replacement and if it still fails then I'll go back to EE then.

For the phone, that's interesting it's still DECT then. One of the BT agents told me the hub's using SIP back to the core for Digital Voice. So that means the hub is mixing up DECT, the Wifi Adapter as well as a BT socket, then backhauling it over SIP, from what I've learned.

Do you know what protocol the Wifi Adapter is adapting to (over Wifi?)

I guess more importantly - have you seen a list of what phones Digital Voice does and doesn't work with ?

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

XRaySpeX — Mon, 13 Jul 2026 12:49:24 GMT

The ATA adapter uses DECT to connect to the router as does dedicated BT Digital Home Phone handsets.

Practically any modernish phone will work with DV. Where you used to plug them into an analogue phone socket you now plug them into the green phone socket at back of router or into an ATA, both of which have the same analogue connectors as a phone socket.

DV uses VoIP over the BB to connect to the system. SIP is that part of it to id the recipient & control the call.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Mon, 13 Jul 2026 13:55:33 GMT

@adrianmarsh It's all very strange your EE/BT, you say you have the EE Smart Hub 7 Plus version, so it's an EE product, but it may just be that the BT bods have way more experience on the DV side off the operation, they sit across from each other so the BT Guide calling or the EE Guide calling is virtually the same but programmed in there VOIP system. Really cannot see why EE are directing you the BT way at all.....

From what i see the DV Digital Version that has the true connect direct to the EE Hub and you say that is working perfect CLI is popping up number wise or contact wise if associated in the EE phone book, the EE Hub stores it all the phone is just a dumb terminal at the end off the day. There is a BT or EE logo version off both the phones and they are alleged inter mixable on the EE or BT system or even on a EE / BT hub that supports DV....

As to wither it gets out the Hub ATA or the DVA ATA ports correctly is another question, and that may be why they are saying your phones are just to old to do so as far as they are concerned. Would be trying them both on the EE Hub for sure the DVA is just another odd ball product that needs to be checked..... Neighbour has a BT Smarthub 2 and his cordless base station is plugged into the DVA, so will ask him if he is seeing anything strange with it all, not sure off his phone answering base but will find out from him.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Mon, 13 Jul 2026 14:55:04 GMT

@adrianmarsh So just checked with the neighbour, using the BT Smart Hub 2 in his kitchen, the EE DVA is in the Hall and he has a multi handset Answering system plugged in, the Landline phone is a VTECH system but years old so may not even be anything current, works fine for CLI but they don't get many calls on it anymore, stirred the pot with that any they are going to be dumping the line now as older Gen John is 76 and only kept the line for his siter calling, she is now a whatsapp convert!

Broadband is supplied as BT his ISP, did not get forced to do the BT - EE move as i told him resit that happening....

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

adrianmarsh — Sat, 01 Aug 2026 13:33:59 GMT

Latest update on this. BT have now point blank refused to accept that they have a problem on their Hub or design. I spent several hours (again) walking threm through it. They can't explain it at all, but refuse to accept it's even a possibility that the hub has any kind of software bug. They literally said to me that the Smarthub Plus 7 was completely bug-free.

They sent out a brand new Smarthub Plus 7.. The first test call in failed to show CLI. The next 10-15 test calls in, all worked just fine from the same mobile, all showing the CLI on the wifi-adpater connected DECT units and EE-supplied phone.

I then had some friends call in from their mobiles and BT landlines, and it was 90% success but we noticed it becoming intermittent. Then after about 3 hours later, we're back to almost every call failing. The next day, I retry again (from the same mobile).. it's worked 2/2 tests.

Then my friend told me you could register the older DECT phones directly to the EE hub. So I tried.. and the BT4500 handset(s) registered with no problems. And each time a call comes in, it shows the number (alongside the EE supplied DECT phone), 100% of the time.
The problem with that setup is that the other features of the 4500 don't work (address book, call log, answerphone), and mum does need those. She also can't use the BT-answerphone, and that doesn't show anything on the 4500 visually.

I've literally had 3 of the phones sat next to each other. The EE supplied phone, a 4500 handset connected to the hub, a 4500 handset connected to its original DECT base, connecte to the EE hub. I also tried connecting the 4500 DECT base to the BT socket on the back of the hub (removing the wifi adapter as an element).. and only the phones connected to the original DECT base fail. In those setups, CLI fails randomly, most of the time.

I called EE again (not BT this time), and they "checked google" to make sure the 4500 is supposed to work with Digital Voice. They don't have their own list. They "confirmed" it should work fine based on Google. They also couldn't explain why it wasn't working, and defaulted to the "your phone is too old" response.

So clearly at this point, the issues seems to be messaging between the Smart Hub 7 and how it communicates to phones (either by the BT port or via Wifi adapter). But I can't get BT or EE to admit to this despite the fact they can't explain why it doesn't work.

I seem left with just two options:

1) Replace the phones, apparently at our own cost.
2) Take it further with BT. We'll be writing a formal letter to complain anyway no matter what.

So.. that brings me to my next question for the forum, if I replace the handsets.

My mum needs:

- A big screen
- Handsfree
- Large buttons
- Easy to use answerphone with it's own physical buttons

I've struggled to find phones that work directly with EE/BT Digital Phone, without needing to plug into the BT socket or have the wifi adaptor. I wondered if folks could tell me any models that meet the above needs, but work directly with the hub.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

XRaySpeX — Sat, 01 Aug 2026 14:02:38 GMT

Practically any analogue phone that uses tone-dialling, no matter how old, should work on DV, either from the analogue phone socket on back of router or from an ATA adapter remote from router.

What you call a "WiFI adapter" isn't! It's an Analogue Telephone Adapter (ATA) powered by the mains & communicating with router by DECT signal.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Sat, 01 Aug 2026 14:17:47 GMT

@adrianmarsh Is it not possible for you to use the BT4500 big button phones connected to the DECT side on the EE 7 Plus hub for the call's and then the Voicemail side taken care with the Base on the DVA, is there a listen play feature or does it need a handset to listen for the left message?

Sounds like that would be the best scenario but may just be a little confusing operational wise, wonder if a standalone digital voice recorder that has listen to play with a speaker in it is an option. Boy are those expensive to get as a standalone unit, have linked a unit below not sure if anything on the DVA / EE Hub ATA interface is going to be a 100% get through every time you would just have to try see.

VTech EA5051 DECT Cordless Phone with Answering Machine,Nuisance Call Blocker, Volume Booster, Easy-to-Read Backlit Display, 18 Hours Talk-time, Handsfree Speakerphone, 2-Handset : Amazon.co.uk: Electronics & Photo

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

XRaySpeX — Sat, 01 Aug 2026 14:42:24 GMT

@JimM11 wrote:
Is it not possible for you to use the BT4500 big button phones connected to the DECT side on the EE 7 Plus hub for the call's

What are you calling DECT side? Is it an DECT ATA remote from the router or the DECT base station incorporated in the router?

BT4500 handsets connect by DECT to their DECT base station which in turn is wired into back of router or to a remote ATA. The BT4500 base station itself has its own handset as well its own ability to play its own VMs. No need any fancy voice recorders.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Sat, 01 Aug 2026 14:49:13 GMT

@XRaySpeX The BT4500 phone capable off GAP was connected direct to the EE Hub internal Dect base bypassing the phones own base station. That was also done by a user in a previous post, but the downside the RAW BT4500 does NOT have all the features needed.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

XRaySpeX — Sat, 01 Aug 2026 14:54:30 GMT

@JimM11 : That's fine! A DECT slave handset may switch between bases at its will.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Sat, 01 Aug 2026 15:42:11 GMT

@adrianmarsh You don't happen to have an old ADSL filter lying around, would be worth trying it in between the output off the Hub or the DVA and the BT4500 Base station.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

Jones01 — Sat, 01 Aug 2026 17:46:24 GMT

@adrianmarsh ,

Consider the possibility that the problem lies with the cable connecting the router to your DECT base.

Try re-seating the plug in its socket under the base, or, if you have got one, try a different cable.

It's unlikely that the age of your phone is the problem. I've got a similar setup to yours with a 25-year-old BT DECT phone base and three handsets that work as they should.

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Sat, 01 Aug 2026 18:14:58 GMT

@Jones01 That is what @adrianmarsh is trying to find out a system that connects via the ATA on either the Hub or the DVA and consistently display's the CLI too the phones connected, just now the BT4500 with Answering machine is just not cutting the mustard, has tested both the Hub ATA, the DVA ATA and was all working fine phone wise connected to the OR Master socket on the PSTN direct connection before his move to DV. The Digital Phone that EE has given him is showing 100% off the time the Number displayed but the BT4500 is not.

Is A&A still supplying your voice?

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Sun, 02 Aug 2026 07:56:09 GMT

@adrianmarsh You mention two types off phones the Paragon 500 and the BT4500, they both appear to support CLI on them is one better than the other or equally struggle/don't display the calling number when incomming?

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

adrianmarsh — Sun, 02 Aug 2026 10:15:09 GMT

XraySpex,

If that were 100% true - I shouldn't be having any problem with the BT4500 bought in 2015 and a Paragon 500, much older).
Okay - so its a DECT converter.. but it doesn't seem to be the issue - its the same result if the BT4500 base is plumbed into the BT port on the EE hub.. CLI randomly and mostly fails.

What I'm looking for now, is a phone matching my mums needs, thats "Digital Phone" confirmed. The research I've found so far only seems to point to two BT models.. the Essential and the Premium. However, even on the tech specs page it's not clear if they work 100% with Digital Phone... so I'm wondering if folks here have known-working models I could look up.
Thanks!

Re: Exhuasted with BT/EE support for Digital Phone CLI issues

JimM11 — Sun, 02 Aug 2026 10:26:39 GMT

@adrianmarsh You mentioned earlier in the post EE had a list off what was recommended, did you get that from them?