topic Re: Cannot call and cannot receive calls on landline or mobile in Broadband & Landline

Cannot call and cannot receive calls on landline or mobile

LisaR88 — Sun, 18 Sep 2022 09:58:28 GMT

So,

I cannot create an account on the app to get help, because for some reason every issue is related to broadband or mobile.

I cannot make or receive calls on my mobile or my landline. My landline says its not even connected. But I have had an engineer come out to change over to BT broadband, but the router that came with it, had a different phone cable and when I called EE before my line was changed over, they said all I had to do was change the router over. The phone cable that came with it has a different attachment, so I cannot connect it to the connection box attached to the wall. Can someone please advise what I can do to get my calls back?

Can I connect the little white box to only one socket on the wall box and plug the new phone cable to it? Such a messy way of doing it, but your engineers lack the common sense to check everything before leaving.

Re: Cannot call and cannot receive calls on landline or mobile

Chris_B — Sun, 18 Sep 2022 10:30:00 GMT

@LisaR88 If you’re a BT broadband customers you need to speak with BT.
Why didn’t the engineer sort this as they came out to get you connected.

your mobile phone if on EE has nothing to do with your broadband or are you using Wi-Fi calling ? this will not work if your router isn’t working. Your phone line is with BT if you’ve moved your broadband to BT. You need to speak with BT.

Re: Cannot call and cannot receive calls on landline or mobile

LisaR88 — Sun, 18 Sep 2022 11:51:50 GMT

@Chris_B Thank you for the response, but would this also affect my mobile not being able to make calls? I figured my mobile would still be with EE. Only the broadband and phone line.

I don't know why the engineer didn't do it. The router arrived after he had already left.

What is more important to me is being able to use my mobile, I cannot make or receive calls on it, but can still connect to my data allowance.

Re: Cannot call and cannot receive calls on landline or mobile

XRaySpeX — Sun, 18 Sep 2022 13:31:13 GMT

Your BB & landline would not affect your mobile. You need to report that to CS.

Re: Cannot call and cannot receive calls on landline or mobile

XRaySpeX — Sun, 18 Sep 2022 13:35:15 GMT

Please post images of the router(s) & the plug attachment at the end of the "phone cable" that you can't connect to the phone socket.

Re: Cannot call and cannot receive calls on landline or mobile

pip11 — Sun, 18 Sep 2022 19:29:15 GMT

If you have been transferred over to Digital Voice to need to plug your phone into the router, not the"box on the wall".