topic Re: Upgraded to Full Fibre and my landline doesn't work at all in Broadband & Landline

Upgraded to Full Fibre and my landline doesn't work at all

Mackay54 — Fri, 16 Feb 2024 17:58:28 GMT

I can neither ring out or receive calls on my landline. Caller ID, which is part of my plan worked for about 2 days. Anyone else had the problem, and how was it solved?

An EE presentative promised me some sort of adaptor, which never came. Are thse like the older ADSL filters we used to put on our phone lines?

Re: Upgraded to Full Fibre and my landline doesn't work at all

Mustrum — Fri, 16 Feb 2024 18:33:32 GMT

@Mackay54 did you get a new router with a phone socket, and have you plugged your phone into this socket?

If yes, and you have one of the old ADSL dangly filters, then do give that a go. There have been reports that this will help.

Let us know how you get on.

HTH

Re: Upgraded to Full Fibre and my landline doesn't work at all

XRaySpeX — Fri, 16 Feb 2024 21:15:52 GMT

No, they are not like ADSL filters. They are just like the ordinary BT phone sockets you used to have on the wall & are just the same as the phone socket on the router. You ought to be able to plug in to either any cordless DECT base station or any corded phone.

Re: Upgraded to Full Fibre and my landline doesn't work at all

Mackay54 — Fri, 16 Feb 2024 20:50:53 GMT

Tried that and sadly no success. has been referred to BT Openreach as EE customer service unable to resolve. Not optimistic.

Re: Upgraded to Full Fibre and my landline doesn't work at all

Mackay54 — Sat, 17 Feb 2024 11:12:40 GMT

Since the issue was referred to Openreach I have heard nothing , so my complaint could be being worked on, or not. I have no way of knowing.

This is unacceptably opaque. Ringing 150 to EE doesn’t solve the issue at all. What is needed is a direct Customer Service and Complaints straight to BT Openreach.

I need to know if anything is actually happening to resolve the problem, when it is likely to be fixed and also if Openreach need access to my property in order to effect a solution. How do I make direct contact?

Re: Upgraded to Full Fibre and my landline doesn't work at all

Mystiqueen — Sat, 17 Feb 2024 11:35:22 GMT

There are ways to contact them here:

https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach

Let me know how you get on. Must be annoying not having your phone line working.

Re: Upgraded to Full Fibre and my landline doesn't work at all

Mustrum — Sat, 17 Feb 2024 14:20:41 GMT

@Mystiqueen that link is not to get updates on faults - as the link suggests, any updaes will come from the Service Provider.

@Mackay54 If you contact EE they should be able to let you know what is happening and expected timescales.

https://ee.co.uk/contact-ee/technical-support/broadband-landline

Re: Upgraded to Full Fibre and my landline doesn't work at all

Neil-O — Sun, 18 Feb 2024 14:00:42 GMT

Hi, @Mackay54 I'm really sorry you're having problems with your landline. Openreach would not normally be involved with a digital home phone fault unless there has been a problem porting the number. Did you get an update from the tech support team on the link @Mustrum posted?

Thanks

Neil

Re: Upgraded to Full Fibre and my landline doesn't work at all

Mackay54 — Sun, 18 Feb 2024 18:38:42 GMT

I got a call from an EE engineer this morning to say they had reconfigured my landline phone setup from scratch at their end. So far so good. Caller ID and voicemail are working again. The potential involvement of BT Openreach was because the previous EE customer service person could not find a solution to the problem.

Regards,

Charles

Re: Upgraded to Full Fibre and my landline doesn't work at all

AndrewRye — Wed, 16 Oct 2024 11:09:44 GMT

My problem is similar; the phone is plugged into the router phone socket; outgoing calls are fine but incoming calls appear to be blocked; either the call cuts out or callers get the engaged tone. I no longer have an ADSL filter to try! This is a problem as the number is used for our holiday stay emergency calls.

Re: Upgraded to Full Fibre and my landline doesn't work at all

JimM11 — Wed, 16 Oct 2024 12:37:22 GMT

@AndrewRye If you power the router of to reset it, does the call in/out work any better after that?

Re: Upgraded to Full Fibre and my landline doesn't work at all

AndrewRye — Wed, 16 Oct 2024 15:12:21 GMT

Tried powering down the router; no change. Outgoing calls fine. If I phone in from my mobile it's silent and then cuts straight out.

Re: Upgraded to Full Fibre and my landline doesn't work at all

JimM11 — Wed, 16 Oct 2024 15:56:38 GMT

@AndrewRye Do you have a mobile phone registered against this account as it is on the new EE DV service, if so then

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

or call 150 from the phone, and report it as an incoming phone issue on DV.

Re: Upgraded to Full Fibre and my landline doesn't work at all

AndrewRye — Fri, 18 Oct 2024 07:57:43 GMT

Problem appears to have been solved. Apparently the digital switchover is in two parts, one for incoming and one for outgoing calls. Only the outgoing setup had been done. Will wait until the reconfiguration process is complete and report outcome!

Re: Upgraded to Full Fibre and my landline doesn't work at all

JimM11 — Fri, 18 Oct 2024 08:16:26 GMT

@AndrewRye Thanks for getting back, did not even know that it was a two part thing, you learn something new every day, please do keep the forum updated, it is really helpful for customers when something goes awry just like your setup!

Normally just inform, it takes a little time for the switch to take effect, be patient that normally works out couple days later.