topic Re: New router for digital phone in Broadband & Landline

New router for digital phone

HB73 — Sun, 14 Jun 2026 11:36:32 GMT

Hi. I was sent a new router in February as the landline was now digital. To date I have had 3 routers, two adaptors and three engineer visits. I have spent over 15 hours on landline - when it works - trying to fix problems. It is an intermittent fault but most of the time doesn’t work properly. The television either buffers or asks to check network connection. Sometimes takes 20 attempts to phone out on landline - messages saying line out of order or unrecognised number or not available. People ring me on landline or mobile but phones don’t ring but sometimes says missed call when I’m standing by phone! The PC and air printer won’t work, the iPad buffers and very slow and takes multiple attempts to pay bills and access online banking. I have been advised to change phone batteries, passwords reset numerous times, unplug and plug in, reset to factory settings. My security cameras are offline and communication via mobile and landline not possible most of the time. Has anyone got any advice? Everything fine on the old router but apparently have to have this one for landline. Many thanks.

Re: New router for digital phone

XRaySpeX — Sun, 14 Jun 2026 11:41:02 GMT

Which EE router & at what f/ware level is your router? There is a known issue with 2 of EE's routers whereby the WiFi is flaky. It is being investigated by EE who are starting to roll out a f/ware fix for it. See Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi which suggests some workarounds.

The above would be apart from your landline issues.

Re: New router for digital phone

HB73 — Sun, 14 Jun 2026 11:45:58 GMT

Hi. I have Smart hub 6 plus. On number 3! I have complained to the Communication Ombudsman in desperation.

thanks

Re: New router for digital phone

XRaySpeX — Sun, 14 Jun 2026 11:54:43 GMT

@HB73 wrote:
I have complained to the Communication Ombudsman in desperation.

So you have had a complaint in with EE that has reached a deadlock or gone over 6 weeks? You can only take it to EE's ADR provider after you have made a formal complaint to EE & you don't get satisfaction after 6 weeks or come to a deadlock. See Complaints code of practice and here is the Complaints Form .

Re: New router for digital phone

JimM11 — Sun, 14 Jun 2026 12:10:35 GMT

@HB73 Can you say if you are still also connected to a copper line or now on a full fibre connection?

Your old Hub, if you know what one you had previous would also be handy to know the type/model....

Re: New router for digital phone

HB73 — Sun, 14 Jun 2026 12:11:58 GMT

The landline now digital as they are doing away with copper lines. That’s why I have this new router and that’s when everything went wrong!

Re: New router for digital phone

JimM11 — Sun, 14 Jun 2026 12:17:05 GMT

@HB73 The landline is DV Digital Voice, it is delivered in TWO methods, ie still over the copper phone line that a EE hub plugs into via the OR Master Phone socket, or OVER a brand new Full Fibre upgrade, Trying to find out which applies to you!

IF you have now gone full Digital Full Fibre connection, did your EE Hub get moved position, and also WHAT hub did you have before....

Re: New router for digital phone

XRaySpeX — Sun, 14 Jun 2026 12:19:15 GMT

@JimM11 was asking about your BB, not your landline. You can still have part Fibre BB (FTTC) with a digital landline. Do you plug your router into a BT phone socket or an OR fibre ONT modem?

Re: New router for digital phone

HB73 — Sun, 14 Jun 2026 14:28:16 GMT

The router goes into a normal plug as did the old white router. The phone is in kitchen where it’s always been but into an adapter. Everything affected by my new router - tv, iPad, PC, LANDLINE, Alexa, air printer.

Re: New router for digital phone

JimM11 — Sun, 14 Jun 2026 14:46:42 GMT

@HB73 Then there is going to be some extra questions asked off you now regarding your opening post....

1. Is the home wired with additional landline phone connections for extensions etc. Because you say the phone is in the Kitchen i would say you have additional Extension cable wiring......

2. The Engineers that visited were they from OR Openreach or sent on behalf off EE to do checks.....

3. The remote DVA that is the Digital Voice Adapter, it has limited range for operation, do you also have a phone connected into the back off the EE Hub, if so do you get the same NONE ringing effect with BOTH....

4. The EE Smart Hub 6+ for operation, as you seem to be having issues all over the place and with all different types of connections, is there ANYTHING that you can say is working well when connected?

5. The EE Hub connection to the Master OR Phone socket, what type of Socket do you have, split dual port RJ11 type connection cable or single phone socket possibly using an older ADSL filter adapter....

Re: New router for digital phone

JimM11 — Sun, 14 Jun 2026 14:55:35 GMT

@HB73 Linked an old post with some pictures i posted up long time ago, if you need to look at.

Re: Troubleshooting connection issues - The EE Community

Re: New router for digital phone

HB73 — Tue, 16 Jun 2026 09:21:29 GMT

many years ago I had. Ian phone in lounge and extensions in kitchen and bedroom. That was before computers and mobiles! The router has always been in lounge and one landline only in kitchen. Everything fine before new routers.

nothing works well but sometimes things work for a short while.

I’m not sure about plugs etc. there is phone connection in lounge which router plugged in and also socket.

Re: New router for digital phone

JimM11 — Tue, 16 Jun 2026 12:48:16 GMT

@HB73 Trying hard to take this all step by step, especially when you have had 3 Hubs sent and two DVA's..... And that is why i asked all those specific questions, so here is what my experience was with that particular EE hub you have......

1. I moved from sky to EE, the sky hub had been on for years with zero problems at all..... As soon as i put the EE SH31B version on the connection at that time it was a FTTC old copper with speeds that sky had 40Mb/s down and 10Mb/s up, the hub was fine in operation so no real wifi problems etc but the sync speed to the Hub on the connection was just so poor.....

I had numerous visit's both EE Engineers and OR Open Reach engineers, just a lot off faffing about so going to say the first six were just not at it, the seventh i joked with the Engineer when he said it all looks ok, i said see someone in two weeks, that prompted him wait let me take my tester and have a good look, there was loads and loads off error's on the line......

It took him a good few hours back tracing the connection lift and check, eventually where the cable entered the home there was a GPO junction box, he lifted the tails off, crimped them to the cable that went to the Master socket instead off the old screwed GPO connection, ZERO errors now on the tester and from that day on not one single error at all ever.....

I knew the EE hub was good just because off the way it was working so did not have to go down the swap it out to see scenario..... All the Internal wiring was fine as it was all disconnected by ME (Multiple Extension socket's for landline etc), well before the checks all the Engineers had made,,, so it gets very hard to say the EE hub just did not like the connection in the slightest.

Re: New router for digital phone

HB73 — Wed, 17 Jun 2026 12:00:52 GMT

Engineer came yesterday. Advised against changing router het again as nothing wrong with second one I have. Took phone out of adaptor and resized at back of router. Apparently, new routers are not always happy with older devices. So 🤞

Re: New router for digital phone

HB73 — Thu, 18 Jun 2026 13:13:51 GMT

Spoke too soon! Today nothing is working TV, Alexa so no radio, iPad search, people ringing mobile get a ‘this person unavailable’ message, landline keeps coming up with call waiting when on phone but is is my own number that is waiting! Security cameras offline. Wits end!

Re: New router for digital phone

JimM11 — Thu, 18 Jun 2026 13:28:22 GMT

@HB73 What do you see when you look at the EE Hub, colour off light etc? Use the link below, it's all about your particular EE Hub. Is it also possible for you to take a picture for your connection, attach it with the camera icon and post?

EE Smart Hub 6 Plus | Device Help | EE

Re: New router for digital phone

HB73 — Thu, 18 Jun 2026 13:29:13 GMT

Hi. Green light. I don’t think EE know what to do. I don’t really want to get rid of landline but in order to keep had to have this new router for digital phone and it’s been a nightmare.

Re: New router for digital phone

JimM11 — Thu, 18 Jun 2026 13:47:51 GMT

@HB73 Green is not the correct colour, Aqua is the connected and working version for operation....

That hub you have there is currently a FW update going on, if you have an app working on your mobile that shows you, linked below say which you have currently when you look.

FW: r3.8.30-R-1627300-PROD-83002 and the gui is at App version 3.1.18 05/12/2025
FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted

EE Smart Hub 6 Plus lights | Broadband Help

Edit:- If you restart the hub you can watch the boot sequence and the colours all change, the Green/Aqua is a little hard to determine at times so watching may just be the way to go,,,, You seem to be halving more that the Landline Phone as just the issue.

Re: New router for digital phone

HB73 — Thu, 18 Jun 2026 15:44:09 GMT

Sorry, don’t know what few update is! Or the other stuff. But the light is greeny blue. Been on phone with EE yet again and they are running tests. She thinks it might be a wireless problem? They are sending another engineer next week.

Mod edit: Image rejected as it contained personal information]

Re: New router for digital phone

JimM11 — Thu, 18 Jun 2026 15:08:29 GMT

@HB73 You have also marked the previous as answered, can you go back and undo that, will look at the attached when someone clears for general viewing.

FW is the Firmware that is applied to operate the Hub in specific way's, DO NOT really think that is an issue but cannot say 100% for sure it is not in your case without knowing what you have or you saying so! You appear to have a HIGHLY unstable condition and that can happen for many many reason's and the first is a POOR connection on the copper wire that i think you have.....

If your Hub is Greeny/Blue then that would be Aqua, and you should have an Internet connection established. Wireless issues can generally be ruled in/out by one Ethernet connection working that never gets affected.