topic Re: Unable to call on landline after switching from BT in Broadband & Landline

Unable to call on landline after switching from BT

BandM — Thu, 29 Aug 2024 13:54:42 GMT

Migrated from BT to EE. Still unable to make or receive calls so need some one to contact us via our mobile or email so that this issue can be resolved.

Re: Unable to call on landline after switching from BT

QueenAfyn — Thu, 29 Aug 2024 11:28:13 GMT

Hi,

You've probably switched over to a Digital Home Phone and will need to move your landline to the back of the Broadband hub into the green port. If that doesn't work then try factory resetting your hub. In terms of EE contacting you this is a forum where customers can chat with some input from some staff but they won't be able to call you. If you need to talk with them directly then you can text PHONE to 66033 and they'll get in contact with you from there.

-Jade

Re: Unable to call on landline after switching from BT

JimM11 — Thu, 29 Aug 2024 11:56:08 GMT

@BandM This public forum has no account detail or even know who you are, and it is extremely unlikely you will receive any call back or e-mail. If you do decide that you wish to reset the router, then be aware that ALL settings will be returned to the OOB settings for the router any changes you made you will have to re-apply, if using DV settings with advanced phone they will ALL be wiped, but in your case with landline issue it may not matter, the advised contact, call will only be returned if error condition is found, and you have to do it from a mobile number that is registered on the system to be effective and be on the new EE system also.

Re: Unable to call on landline after switching from BT

Peter_W — Thu, 29 Aug 2024 14:22:06 GMT

Good afternoon @BandM

Welcome to the EE Community 😊

I just wanted to give you a quick heads up that I've edited the title of your topic, as seeing this is a public forum we recommend not to share any personal information, including account and order numbers.

Have you managed to try any of the steps @QueenAfyn mentioned here?

If you've recently switched over from BT, you'll definitely be using our digital home phone service, which plugs straight into the back of your hub.

Peter

Re: Unable to call on landline after switching from BT

ecokitch — Mon, 02 Sep 2024 15:56:09 GMT

I had the same problem. If connecting to the back of your hub works then you have a dodgy home phone adapter. If it still does not work try plugging your phone into the BT socket where it enters the house. If it works ring 150 and explain the problem to customer services. My problem was someone had not bridged over from the old copper wire to the hub. It was sorted quite quickly. The only problem is that they disconnect the old wiring at the exchange after a few days of you being transferred to the new digital system so it may not work.