topic Re: Re: Transfer of Broadband from old EE to new EE in Broadband & Landline

Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Tue, 06 Feb 2024 15:38:42 GMT

I moved to new EE/BT for fibre and kept same BT Guardian landline and number. All worked well until yesterday. Now only get 'engaged' tone when trying to use landline. Still receive incoming calls. Line into house has been checked and is OK. Have used link supplied by EE text message. Unplugged power from modem, reset modem, unplugged power and phone connection to smarthub. Constant green light on smarthub. So how do I fix this? My package includes 700 mins/month.

Re: Re: Transfer of Broadband from old EE to new EE

Cotswolds17 — Tue, 06 Feb 2024 21:05:32 GMT

I have just changed from landline to digital so may be of some help. I presume you have pressed the WPS button on the router-this should connect the phone.

Re: Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Tue, 06 Feb 2024 21:20:12 GMT

Excuse my ignorance, what is a WPS and router? (I'm a senior). Is router the modem? I can receive calls so assume phone is connected.

Re: Re: Transfer of Broadband from old EE to new EE

XRaySpeX — Tue, 06 Feb 2024 22:12:39 GMT

The router is the box you received from EE that you use to connect your devices. either by WiFi or by Ethernet cable, to the Broadband. It often contains a modem but as you're on New EE Full Fibre BB the modem is the ONT box on the interior of an outside wall that you connect the router to by Ethernet cable.

WPS = WiFi Protected Setup is a semi-auto push button method of connecting devices by WiFi to the router. There will be buttons marked WPS on both the device & the router that you push to connect them, obviating the need for knowing the WiFi network name & its password.

You for your part could please tell me what a "BT Guardian landline" is? Is it a particular model of home phone handset or is a specific type of landline?

Re: Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Wed, 07 Feb 2024 15:17:25 GMT

I switched off the router (fixed to wall) so have now pressed all available buttons on devices and still my landline has a permanent engaged tone. We get incoming calls and voice messages left. I now believe there is a problem with transferring me from my old package on to the new one so will contact EE direct. A BT Guardian phone was purchased as we were fed up of receiving cold calls. Only those numbers that are stored on the phone can get through, otherwise they have to answer themselves and we can accept or not. We can then block that number if necessary. Thanks for your help in trying to identify the problem I have.

Re: Re: Transfer of Broadband from old EE to new EE

XRaySpeX — Wed, 07 Feb 2024 20:01:59 GMT

The router isn't the box fixed to the wall. That's the ONT modem. The router is the box sent to you by EE that is the only box connected by cable to the ONT. All your devices, including your Guardian phone, are connected to the router either by WiFi or by cable.

Re: Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Mon, 04 Mar 2024 13:35:33 GMT

I'm getting fed up with this. I only transferred to EE/BT mid January and already I have been without my landline for nine days during this period. (1st 5 days sorted with new smarthub). One day I attributed to work being undertaken with 1571 giving the option to have a long ring before message box kicks in. Then on 29 Feb. at 10am my call list showed I had a call at 5pm that night. So again I thought the continuous engaged tone was an update for the leap year BUT three days later I still can only get calls in. Again I have removed power plugs, switched off router, synchronised smart hub and router to no avail. Just what is the problem?

Re: Re: Transfer of Broadband from old EE to new EE

XRaySpeX — Mon, 04 Mar 2024 13:47:50 GMT

@MaureenJ23 wrote:

synchronised smart hub and router to no avail.

So as to be clear in understanding what you are talking about:

The Smart Hub Plus is the router.
The box fixed to the wall is the ONT modem.

Re: Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Mon, 04 Mar 2024 13:50:30 GMT

Now I'm getting confused, yes the modem is fitted to the wall. Didn't know the smarthub was the router. So what is the larger black box I have? I have been pressing for 6 seconds the button on the side of this black box and then pressing button on the side of the smarthub. Green light is showing.

Re: Re: Transfer of Broadband from old EE to new EE

XRaySpeX — Mon, 04 Mar 2024 13:54:59 GMT

Can you post an image of this black box & of the Smart Hub?

Re: Re: Transfer of Broadband from old EE to new EE

XRaySpeX — Mon, 04 Mar 2024 16:49:56 GMT

Re: Re: Transfer of Broadband from old EE to new EE

XRaySpeX — Mon, 04 Mar 2024 16:53:03 GMT

@MaureenJ23 :

The big black box is the Smart Hub Plus router.
The white box plugged into the mains is the Digital Voice (DV) phone adapter.

Re: Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Mon, 04 Mar 2024 17:12:40 GMT

You've been very helpful in identifying equipment but why am I getting a constant engaged tone on my landline and how do I rectify it?

Re: Re: Transfer of Broadband from old EE to new EE

Storm500 — Mon, 04 Mar 2024 17:38:42 GMT

@MaureenJ23 With Digital Voice you have Voice Mail actived by default. Try phoning 1571 to check if you have any emails. The notification of voice mails is an intermittent dial tone.

Re: Re: Transfer of Broadband from old EE to new EE

Cotswolds3 — Mon, 04 Mar 2024 20:47:01 GMT

I sometimes get a constant engaged tone on my extension and another cordless handset linked to it but not the one plugged into the hub. An engineer came out to investigate and he said it was because my WiFi signal was weak and advised me to buy a booster. I did that but it hasn't made any difference. I now realise that it only happens when I get another call coming in when I am already on the phone and they leave a message on 1571. However I can't use either of those phones to ring 1571, only the one plugged into the hub. I then tried unplugging the line upstairs where these two phones are situated and bingo I got a dial tone again!!

I would like to stop 2 calls coming in at the same time but it's not possible on the old phones. I rung EE to ask them to do it their end and they said they couldn't. I live alone so don't want this facility.

Re: Re: Transfer of Broadband from old EE to new EE

Storm500 — Mon, 04 Mar 2024 22:41:54 GMT

What type of phones are connected

Plugged into the Smart Hub?
Plugged into the Digital Voice adaptor?
Are there more phones - what type and how are they connected?

What do you mean by “I then tried unplugging the line upstairs where these two phones are situated” and what are the phones and how are they connected?

With BT I think the only way to switch off Multi-call is using the settings menu on the BT Digital Voice phones. See bt-essential-digital-home-phone or bt-advanced-digital-home-phone-with-alexa-built-in . So it could be the same with EE.

Re: Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Tue, 05 Mar 2024 11:48:39 GMT

When I get engaged tone I can't ring 1571 either. I regularly check for voice mail so know that wasn't the problem. However, eureka, this morning without me doing anything phone is now working after four days. I wish someone could explain this to me!!

Re: Re: Transfer of Broadband from old EE to new EE

MaureenJ23 — Wed, 06 Mar 2024 12:44:08 GMT

Now I am even more irate. Reported on here yesterday morning landline was working. Then I heard from others who had rang in the afternoon that my landline had been ringing out but no response from us. I checked and the line is 'dead'. Have unplugged the power, reset date and time - now about to ring for an engineer. This is now 10 1/2 days without use of landline in a period of approx. 6 weeks.

Re: Re: Transfer of Broadband from old EE to new EE

Neil-O — Wed, 06 Mar 2024 16:09:27 GMT

Hi @MaureenJ23 I'm really sorry to see you're experiencing problems with your digital home phone service. I'll send you a private message in a moment so you can contact the community support team and we'll be happy to help.

Thanks

Neil

Re: Re: Transfer of Broadband from old EE to new EE

Cotswolds3 — Wed, 06 Mar 2024 17:04:47 GMT

I have BT Graphite 2500 phones. One is plugged into the hub downstairs, the other 2 are upstairs and one is plugged into an adapter whilst the other gets it's signal from this one via its base. They are all cordless. When I say that unplugging from the adapter cleared the line when I was getting an engaged tone, I did plug the cable in again straight away.

Is there not a way to stop 2 calls coming in at once without buying new phones?