topic Re: Phones not working properly in Broadband & Landline

Phones not working properly

wilsonhammond — Fri, 13 Jun 2025 14:06:05 GMT

My name is Norman. We were switched from Plusnet to EE last week. Until then, anybody answering the landline could get somebody else to pick up another of the handsets and join the conversation. Now, only one handset will work at a time. Calling 150 gets a 'number unobtainable' tone, even though the call is being made from an EE landline digital phone. The same goes for the 0330 number listed. So there is no way of getting EE to contact me to explain/correct the situation. If EE monitor this Community chat, please get in touch with me.

[Mod edit: protecting your privacy, we removed all sensitive information.]

Re: Phones not working properly

wilsonhammond — Fri, 13 Jun 2025 14:15:05 GMT

I have managed to switch from Plusnet to EE, and both broadband and landline are working; but only one handset will work at a time (on Plusnet somebody could pick up one of the other handsets and join the conversation). Calling EE on 150 or 0330 123 1105 just gets an 'unobtainable' tone. Does anybody know how to get to a human being at EE? Norman

Re: Phones not working properly

Mustrum — Fri, 13 Jun 2025 14:36:23 GMT

@wilsonhammond where are you trying to call from? Have you tried from another line?

Or tried 0800 079 8586 Option 2?

Re: Phones not working properly

wilsonhammond — Fri, 13 Jun 2025 15:07:33 GMT

I tried the 0800 number - got "number unobtainable"

*****************

********

*************

Mod edit: [please don't post personal information on the community].

Re: Phones not working properly

Mustrum — Fri, 13 Jun 2025 14:42:20 GMT

@wilsonhammond no one on this forum has access or knows who you are.

Not sure how you now have your phones connected, is it via the port on the router or the DECT adapters?

As per the other thread, have you tried from another line or tried 0800 079 8586 option 2?

Or from the Help pages

Contact us about your broadband and landline

Text EE for a call back

If you need help with your broadband, text HELP to 66033

If you need help with your landline, text PHONE to 66033

Charges may apply at your standard rate.

We’ll run tests on your connection to find out what’s going on.
If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

Opening hours:

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

Call us

Monday to Friday, 8am to 9pm

Saturday and Sunday, 8am to 8pm

From your EE mobile

150

From any other phone

0330 123 1105

Calls are free from an EE number. Charges may apply if you call from another network.

Re: Phones not working properly

wilsonhammond — Fri, 13 Jun 2025 16:14:00 GMT

Via the port on the router, to the phones, each fitted with the adapter

Residence:
************

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Phones not working properly

Mustrum — Fri, 13 Jun 2025 15:39:38 GMT

@wilsonhammond stop posting personal details on this public forum, remove them immediately, reported on the mods.

Re: Phones not working properly

Mustrum — Fri, 13 Jun 2025 14:47:23 GMT

@wilsonhammond then no of course they don't.

Stop with the posting personal details.

Re: Phones not working properly

wilsonhammond — Fri, 13 Jun 2025 14:48:11 GMT

OK, details removed. Can somebody get EE to reply? 150 and 0330 123 1150 don't work

Re: Phones not working properly

wilsonhammond — Fri, 13 Jun 2025 14:50:11 GMT

Don't understand this, please get EE to respond to the number I mustn't mention

Re: Phones not working properly

Mustrum — Fri, 13 Jun 2025 14:54:16 GMT

@wilsonhammond this is not plusnet, no one has access to your account details.

You have not removed your personal details from previous mposts.

Nor tried from another line or mobile, suggests you line is not yet fully operational.

The function you are trying to work is unlikley to work the way you think, unless all phones are connected to the samephone port on the back of the router.

Re: Phones not working properly

Matt_124 — Fri, 13 Jun 2025 15:24:11 GMT

Does it work when you try to call another number from that same phone?

It sounds like an issue with your phone service, not that EE won't answer the phone. Those numbers go through to an IVR system which then directs you to the right person depending on your options, it doesn't ring through to a big phone on an EE desk.

No one here works for EE, this is a user discussion forum.

Try calling using another phone, and please try not to reply here with any more of your personal information at the bottom of your posts as you have publicly posted your full address for the whole world to see.

Re: Phones not working properly

Christopher_G — Fri, 13 Jun 2025 17:18:49 GMT

Hi @wilsonhammond

Welcome to the community.

You can find all of our contact methods and information here on our Contact Us page. If you're having problems getting through, please try on another phone.

Once you're able to get through, our guides will be able to look into your problem and help get it working fully.

Let us know how you get on.

Chris

Re: Phones not working properly

JimM11 — Sat, 14 Jun 2025 06:39:39 GMT

@wilsonhammond To further aid, will link to you the information ALL from the HELP above regarding use and deployment on the Home Phone and Features etc.

Home Phone Help | EE

The new system that you are on for the DV now has a multi call feature, this is an ability to have 2 complete separate calls and conversations on ONE single call line, and one off the down sides is the way you USED to be able to do your old pick up and talk, to do that now and this will ONLY work if your DECT phones have the ability to do so is the pick up and join, redirect the multi handset use, so really need to go deep dive into what YOUR phones can do for the internal operation, and then again it may not even work it is a try and see operation... This would be multi style handset dect type phones, individual via the DVA's connected who would even know, most would be glad if they even work halve the time.

The Home Services then drop down to the Digital Home Phone section is a little more dedicated in that area so also may be a little more in the general topic area, but for sure do not remember it being raised as a point before BUT do fully understand what you are talking about, just pretty sure YOU are not going to get that ever again due to that MULTI call feature off the new Home Phone DV that is EE's way forward.....

Digital Home Phone Plus | User Guides | EE

Not 100% sure but it will be all tied into this Multi Call feature, and if you have to get other handset's to TRY and do also if it is EVEN possible to do so, Know i could do with my Panasonic dect hand set to get the wife flagged and pick up but she NEVER EVER answered the phone, that's a phobia or just her!

EE Home Phone Plus User Guide page 24 the auto join feature possible, leave you to work it all out just making sure you are in the ball park....

Re: Phones not working properly

JimM11 — Sat, 14 Jun 2025 07:11:10 GMT

@wilsonhammond Doing this as a separate entry so to take away from the confusion, i have advised before many times for how to connect from the back off the EE hub on the ATA phone connector, and use ALL off the internal wiring off the old phone connected multiple hand set's on that single line, never even thought about the multi call feature and as @Mustrum has pointed out single line operation and none off this DVA adapter use. Not going to re hash the whole thing again but as you are new and doing the (this is what we used to be able to do) etc, it may be a work around for you, just do not know what and how your home phones where all originally connected and working before the DV that you have now has thrown the spanner in the works.

If you do need this let me know, i will go find a relevant post and link it so you can read and see if it is something you wish to consider doing....

The part about the numbers not working may just be the settling in time, it is not a instant switch over 24-48hrs is the advised to get multiple paths and phones to work, the cannot press options ie 2,3,4 to get where is a KNOWN and posted many times DOES not work when a phone is connected through a DVA, and do not even know if addressed/fixed or even on the radar to be done so, as said before, most are just happy now if the stupid phone even works halve off the time...

Re: Phones not working properly

wilsonhammond — Sat, 14 Jun 2025 15:34:11 GMT

Thanks - an engineer is coming to sort out what our addled brains cannot!

Re: Phones not working properly

wilsonhammond — Sat, 14 Jun 2025 15:57:11 GMT

Thanks, an engineer is coming next week to sort it out.