topic Re: Cannot receive phone calls in Broadband & Landline

Cannot receive phone calls

Finborough — Tue, 29 Apr 2025 19:07:04 GMT

We had EE installed on 15 March, since then we can make phone calls but cannot receive them. EE sent out for new phones - still no incoming calls spent all day yesterday on phone to them. Router only works when it thinks it will, even though light shows as on. Worse decision we ever made changing from BT broadband and telephone to EE. We have had the router reset and now they want to reset it again. We are both approaching 80 and don't need the hassle, what we do need is a telehone line that works and a broadband that works all the times.

Re: Cannot receive phone calls

XRaySpeX — Tue, 29 Apr 2025 12:31:26 GMT

@Finborough : What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Re: Cannot receive phone calls

Finborough — Tue, 29 Apr 2025 12:56:41 GMT

Full Works: Full Fibre Gigabit

900 Mbps

Download speed

110 Mbps

Upload speed

With Smart wifi plus x 3 units,

I hope this helps.

Re: Cannot receive phone calls

XRaySpeX — Tue, 29 Apr 2025 13:02:16 GMT

@Finborough : Thanks, that's the Smart Hub Plus.

If the router always shows a steady aqua light then it is just the WiFi that is dropping.

Where are you plugging your phones?

Re: Cannot receive phone calls

Finborough — Tue, 29 Apr 2025 15:29:33 GMT

One phone is plug into mains against the router, one is in the hall and the other two are in bedrooms.

. Router does not always come on when trying to access webpages and you have to wait until it springs into life. At the moment EE is not fit for purpose (my husband is a retired lawyer). No phones working for over a month is no joke. Come back BT. All the time we had BT no problems with phones or broadband.

Re: Cannot receive phone calls

XRaySpeX — Tue, 29 Apr 2025 16:35:09 GMT

@Finborough : Sorry, I meant where are your phones are plugged into, not which rooms they are in. What sockets are they pugged into?

Don't understand "mains against the router". Do you mean a normal BT phone socket on the wall or the green phone port on back of router?

Do you have Digital Voice?

Re: Cannot receive phone calls

Finborough — Tue, 29 Apr 2025 16:40:29 GMT

We have 4 cordless digital phones supplied by EE. The main phone is in the study, Engineer came and set up router, phone not inserted in back of router. He also set up all the WiFi hubs as well. Presumably he knew what he was doing.

Re: Cannot receive phone calls

XRaySpeX — Tue, 29 Apr 2025 16:43:29 GMT

Where is the base station / main phone actually plugged into in the study?

Re: Cannot receive phone calls

Finborough — Tue, 29 Apr 2025 16:51:13 GMT

I think it is in a wall socket that BT installed when we first had full fibre. The socket is behind a panel because we have a built in study units and BT removed it to install new socket. As I am almost 80 and have mobility issues I cannot get down to remove it.

Re: Cannot receive phone calls

JimM11 — Tue, 29 Apr 2025 17:54:31 GMT

@Finborough Did EE just send you 4 brand new phones to use, anything else you have/had they are NO longer in use....

That may just be easier to answer, all DV type no need to plug anything in except power to keep the batteries charged...

Digital Phone | Digital Cordless Phone | EE click on the left and the phone will look like the picture.

Re: Cannot receive phone calls

Finborough — Tue, 29 Apr 2025 20:17:52 GMT

They are digital voice and EE sent us 4 new phones. Old phones had to be returned to EE. No better, cannot receive incoming calls. I wish we had never changed to EE. Old BT router and digital voice phones worked perfectly.

Re: Cannot receive phone calls

JimM11 — Wed, 30 Apr 2025 07:35:25 GMT

@Finborough Thanks for your reply and clearing up what devices that you have, you are correct in the statement that you never had issues with the BT/DV service as many have reported with the past and the Digital Home Phone section is a better area to see all off that, it took a while with all the back/forth, and general analysis boiled down as EE Service side was good, but the Router FW was what let the whole thing down, SO advice, NO phone swapping does not fix, NO Router swapping does not fix, Going back to a BT Smarthub2 router Fixes so that is an option, and the latest FW on the EE Router's sorted out nearly all the previous issue....

Have not checked recently but will scour the Home Phone Section later today. In the meantime the link below have a look, but i know this is a pain call 150 CS and get to the Tech Support but for the DV side, will tag the EE help... @JordanTA

Unable to Make or Take Calls with Digital Home Phone | Help | EE

Re: Cannot receive phone calls

JimM11 — Wed, 30 Apr 2025 07:42:41 GMT

@Finborough Jordan @JordanTA If you are working today could you reach out with some direction to the Poster, got a little bit busy morning today so not free until afternoon. Thanks Jim

Re: Cannot receive phone calls

Finborough — Wed, 30 Apr 2025 07:47:22 GMT

That is ok. At my age I am here all day. The BT hub went back to BT they sent a bag got send it back in so it went back along with the wifi extenders. Is the FW something EE can change. I cannot afford a big bill from EE for going back to BT. Thanks, I have spent so much time on my mobile to EE and that is costing me a fortune

Re: Cannot receive phone calls

bobpullen — Wed, 30 Apr 2025 08:07:10 GMT

When you say you can’t receive calls, what are the symptoms? What happens if you try dialling your home phone number from another line? What does the caller experience? Is there any ringing etc. at your side?

When making an outbound call, what number is presented to the receiver? Is it the number you expect?

Re: Cannot receive phone calls

JimM11 — Wed, 30 Apr 2025 08:12:35 GMT

@Finborough You won't be receiving any big bills for any off this, just getting the right people and @JordanTA you will find most helpful so do expect him to reach out to you, just do not know if working on a rest day etc...

Just don't want you stuck in this twilight zone you have just now, EE will be able to take the look see there end on the DV side to make sure all good, just needs the nudge along.

On your mobile if this works, you just text PHONE to 66033, sit back and they will call you back, normally displays as a BT Guide or an EE Guide when they do call you back. This is down to whether you mobile does allow that text though, if EE or BT mobile should not be an issue.

Re: Cannot receive phone calls

Finborough — Wed, 30 Apr 2025 08:31:02 GMT

EE came and set everything up. BT said old DV phones would work with EE router but could not receive calls, that was when EE sent out 4 new phones. Had router reset remotely by them, still no incoming calls. All cordless phones are permanently plugged into electric sockets to keep them charged.

Re: Cannot receive phone calls

Finborough — Wed, 30 Apr 2025 08:34:04 GMT

I have been onto EE constantly since the 15 March with their Guides, cost me a fortune as I am on Vodafone PAYG, all I can say is thank goodness I am not with EE mobile. My mobile is good it lets everything through.

Re: Cannot receive phone calls

JimM11 — Wed, 30 Apr 2025 08:44:27 GMT

@Finborough That is great you can use the text, when they call you back then use all the time, normally they do call never never had them not do so... Will link the contact us so you have it for future reference test click and move about the page, tech support and BB/Landline will throw up the details, and as @bobpullen has pointed out, take a look at his input, real good and very knowledgeable person, may have seen all this before... Later

Re: Cannot receive phone calls

JordanTA — Wed, 30 Apr 2025 10:45:05 GMT

@JimM11 @Finborough we'll check with our support team to see if this can be picked up.