topic Re: Faulty phone in Broadband & Landline

Faulty phone

Jambo5757 — Thu, 12 Sep 2024 10:03:13 GMT

I bought a landline phone in February 2024 .

it has been faulty from the day I received it .

yesterday I rang technical support they reset everything and told me the phone is faulty to speak to you as the phone will be still under warranty and should be replaced.

All the notes will be written for you to read .

i am really concerned as my parents are elderly and cannot receive calls or ring out in a emergency.

please can you look into this and send a new phone as it’s been on going since the internet was installed

kind regards

Tania ****

[mod edit: removed personal details from the forum]

Re: Faulty phone

Mustrum — Thu, 12 Sep 2024 08:38:00 GMT

@Jambo5757 this is not customer service, no one has access to your account details and therefore have no access to any notes.

You need to call Customer Services to get them to assist.

Re: Faulty phone

Peter_W — Thu, 12 Sep 2024 09:56:57 GMT

Hi there @Jambo5757

Welcome to the EE Community.

Like @Mustrum mentioned, we don't have access to your account via this public forum, but I definitely want to make sure we point you in the right direction for getting this sorted out.

Where exactly was it that you purchased the phone? Did it come when you took the contract out, or did you purchase it separately?

If you spoke with our technical team and they could determine 100% that it was the handset at fault, this is something they should be able to support you with too.

Peter

Re: Faulty phone

XRaySpeX — Thu, 12 Sep 2024 10:01:27 GMT

What model of phone is it? Where are you plugging it into?

Are your parents at the same place you have your BB?

Re: Faulty phone

Jambo5757 — Thu, 12 Sep 2024 13:46:35 GMT

Hi it’s
HD voice

Sent from my iPhone

Re: Faulty phone

Jambo5757 — Thu, 12 Sep 2024 14:49:35 GMT

Good afternoon
The technical team said the phone should be under warranty so I should be sent a new phone ???
If it wasn’t under warranty then they would sort it out .
They said it all in my notes on my account.
Sent from my iPhone

Re: Faulty phone

Peter_W — Thu, 12 Sep 2024 15:10:14 GMT

@Jambo5757 I would definitely recommend getting back in touch with our technical team so they can point you in the right direction for getting this replaced.

The Community is mostly a peer to peer forum for support queries, so we don't have access to accounts to check contracts or process replacement orders.

Please keep us posted on how you get on though.

Peter