topic Re: Digital Phone Adaptor in Digital Home Phone

Digital Phone Adaptor

phoneuserjohn — Sat, 10 Aug 2024 08:01:16 GMT

I have been transferred from BT onto a new E.E. 24 month broadband and landline contract.

Up until now I have been using a BT Halo Home Hub.

E.E. have sent me a Home Phone Adaptor V2, but not a new E.E. Home Hub.

I finally managed to speak to a lady on the phone about this. She told me that I simply continue with my Halo and the E.E. Home Phone Adaptor V2 would work perfectly OK with the Halo. Is this correct please?

Regards, John

Re: Digital Phone Adaptor

JimM11 — Sun, 11 Aug 2024 07:59:35 GMT

@phoneuserjohn Once you get the phone adapter to link to the BT router, you should be able to plug you phone into the adapter. No experience of the BT Router, and your generic name of Home Hub does not help on the description. Have copied link to BT hub types if you need to see what you have. BT deem what you have is good enough at the BT - EE change, so more than likely the reason why the only sent you the adapter as required for DV now. Edit: 2nd link from BT forum may also help.

Different types of BT Hub | BT Help

Solved: Digital Voice FAQs - BT Community

Re: Digital Phone Adaptor

phoneuserjohn — Sun, 11 Aug 2024 07:53:34 GMT

Thanks JimM11, That is really helpful.

Regards,

John

Re: Digital Phone Adaptor

phoneuserjohn — Thu, 15 Aug 2024 11:39:56 GMT

I am now completely without a landline. My copper connection has been cut off by E.E. today and the adapter that they sent me will not programme to my BT hub. I am certain that they are not compatible and I should have an E. E. hub, but whoever you talk to at E.E. no one knows what they are talking about.

Re: Digital Phone Adaptor

JimM11 — Fri, 16 Aug 2024 06:46:10 GMT

@phoneuserjohn Sorry do not understand why your copper connection has been cut off as you say, did you changeover also include going to fibre fttp install? What BT router do you have currently?

Re: Digital Phone Adaptor

phoneuserjohn — Fri, 16 Aug 2024 09:20:16 GMT

Hi Jim,

I have the BT Smart Hub 2, which I am sure that they previously called a Halo.

I was on the phone for approximately three hours yesterday and eventually spoke to someone called Thomas, who after making a series of suggestions, agreed that the only way forward would be for me to have a tech expert visit. No sooner had he commenced arranging it with me and I was cut off. I suspect that by then it was 20:15 and their helpline closes at 20:00

Quite honestly this problem coupled with being barred from using the EE website has worn be down this week.

I am now sitting here alone as my partner has had to go to her office as she cannot work here without a landline and I simply no longer have the energy to spend another whole day trying to contact EE with a mobile.

I have just spoken to my solicitor about this. She has instructed me that as the first part of any legal action I now have to compose a letter to EE outlining all of these failures in service. Upon receiving a response she told me to contact her again.

How the hell has it come to this?

Regards,

John

Regards,

Re: Digital Phone Adaptor

JimM11 — Fri, 16 Aug 2024 18:05:50 GMT

@phoneuserjohn Have you tried plugging in the phone to the back of the BT router? Or have you established that the BT - EE transfer has failed to bring over your landline to the DV system?

Re: Digital Phone Adaptor

phoneuserjohn — Sat, 17 Aug 2024 08:38:01 GMT

I am certain that EE haVE failed to bring over MY landline to the DV system?

Re: Digital Phone Adaptor

JimM11 — Sat, 17 Aug 2024 10:05:16 GMT

@phoneuserjohn Do you need the link to the complaints procedure, certainly caused you a lot of problems with this move. 👍

Re: Digital Phone Adaptor

phoneuserjohn — Sat, 17 Aug 2024 10:57:28 GMT

Thanks Jim, but I do not think so.

My solicitor has told me to initiate a formal complaint and she said that it has to be done firstly in the form of a written letter. She said that she could do it but it would cost me £250.00, but she said that I was in possession of all of the facts and details and felt more than certain that I could outline it all very clearly.

I have however now managed to get an appointment for a visit from a BT engineer. It took six hours over two days to achieve it. It is between noon and 14:00 on the 21/08/2024. So I will now await the outcome before I progress any complaint. In the meantime my partner will now have journey to her office everyday as she cannot work from home without a landline.

Making formal complaints is not in my nature and the last thing that I ever want to do. I am old enough and wise enough in life to know that besides many things it can have the effect of alienating people who in turn are never likely to be really helpful in the future.

Neither am I a keyboard warrior and therefore at this stage I have refrained from adding to the hundreds of appalling reviews there is out there about E.E.

Kindest regard, John

Re: Digital Phone Adaptor

JimM11 — Sat, 17 Aug 2024 11:37:21 GMT

@phoneuserjohn Understand your frustration, but there is a complaint procedure and the terms and conditions, they are all in the help section if you do wish to go find them. Good luck with the appointment may be they will manage to sort it all out on the visit.👍

Re: Digital Phone Adaptor

phoneuserjohn — Sat, 17 Aug 2024 15:14:31 GMT

I do hope that the BT engineer can sort it Jim

Since being transferred over to E.E. the one thing that concerningly really stands out is the very low level and product knowledge and technical knowledge those answering the phone have.

Re: Digital Phone Adaptor

JimM11 — Sat, 17 Aug 2024 15:21:21 GMT

@phoneuserjohn Cannot really comment on any of that as have not experienced need for EE CS help regarding issues, will take everyone time to get up to speed regarding BT and EE products, know that the coming together is throwing a few spanners in the works at present.

Re: Digital Phone Adaptor

XRaySpeX — Sun, 18 Aug 2024 00:28:59 GMT

That's not a formal complaint but a "Letter before Action".

Re: Digital Phone Adaptor

graplant — Fri, 17 Jan 2025 15:29:11 GMT

Hi John, I had all your problems no phone or wifi for several days. Luckily my daughter was an IT technician in her previous life and was on her mobile to Thomas for several hours eventually wifi was up and running. Also an engineer appointment was arranged. I filled in the complaint form on the EE web site and had an answer on my mobile within a couple of days. Compensation was paid and a disc sent to me to extend the reception. Also several adapters were sent to me but I purchased 3 digital phones from them and an engineer visit to set them up. However I have one phone in my office that fades and comes back and also distorts the voice. I have been sent an adapter so (in theory) I can pair it with the router and fit one of my ex landline phones into it for better reception. I am still trying to get it to pair up with the router though. One conversation I have had with EE is that although I now have super dooper fibre because the house is fairly old, built in the 1930s and has thick stone walls it's highly likely my reception will be awkward. Fill in the complaints form John to start things moving.

Best of luck

Graham

Re: Digital Phone Adaptor

JimM11 — Fri, 17 Jan 2025 15:33:21 GMT

@graplant If your digital phone struggles to reach the router, then it is more than likely that the DVA will have the same problem from the same location. HTH

Re: Digital Phone Adaptor

graplant — Fri, 17 Jan 2025 15:46:50 GMT

Forget that making a complaint is not in your nature John and fill in the EE online complaints form. Easy to do.

Re: Digital Phone Adaptor

XRaySpeX — Fri, 17 Jan 2025 16:13:11 GMT

@graplant : Much water has flowed under the bridge since Aug. 2024.

Re: Digital Phone Adaptor

phoneuserjohn1 — Sat, 18 Jan 2025 10:29:34 GMT

Good Morning Graham,

Thank you for taking the trouble to respond to my issues, pass on your own experiences and advice me accordingly.

As a result of my own problems I have now become a lot more knowledgable regarding what is now taking place within the UK communications industry and I would not dare tell you, within a public forum, all that I have discovered. Amongst various issues there is no doubt that the whole digital voice saga is a huge retrograde step that has been created for no other reason than to generate even bigger profits.

Like yourself I was lucky enough to connect with someone who had a complete understanding of how E.E. were structuring digital voice and they managed to get my landline operating to an acceptable standard, albeit nowhere near as well as the old copper connection. That's progress for you.

Whilst I continually read on this forum and others hundreds of responses from very knowledgable and helpful people, the truth of the matter is that the great majority of users would have no idea what most of the respondents are talking about with the use of their in depth technical terms and acronyms etc. It's almost like expecting a car driver to fully understand how his engine management system works.

Amongst my wide circle of friends I only have one who has now been connected to digital voice. They were very lucky. They were only without a landline for three weeks. Again great progress. The remainder of my friends have no idea what I am talking about when I mention digital voice, which may be a good thing as hopefully when it comes to the point when they are forced to change over their provider may have already fixed many issues. If most of my friends came onto this forum in the event of needing help they would simply find most of the responses nothing but gobbledygook.

Life should not be this complicated.

Once again Graham thank you so much.

Kindest regards,

John

Re: Digital Phone Adaptor

graplant — Sat, 18 Jan 2025 13:46:32 GMT

Tried to pair the adapter several times but failed. I assume the router is too far away from my office. I'll keep trying as the 3 digital phones we have are nowhere near as clear as landline phones. Another thing small but annoying is that the digital phones from EE do not have a dialing tone. Silence when you pick it up to call someone.
regards
Graham