topic Re: Can't make outgoings calls on our home phone in Broadband & Landline

Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 10:26:25 GMT

We are new to EE home phone & broadband and are despairing! The latest problem seems to be that we cannot call EE or BT from the home phone. It just doesn't seem to connect although the display shows how long the call is! This is both for ringing 150 and 0300 123 1105. Which means I can't ring for help from EE. What am I doing wrong?

Re: Can't make outgoings calls on our home phone

JimM11 — Wed, 15 May 2024 11:59:15 GMT

@KAH123 Do you have the phone plugged into the rear of the router, and when was your service activated?

Re: Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 13:56:34 GMT

Hi, no it's connected wirelessly. I can make a call to my mobile so I know it's working OK. Service was activated at the beginning of the month. There has been nothing but problems and this is just the latest one!

Re: Can't make outgoings calls on our home phone

JimM11 — Wed, 15 May 2024 14:09:26 GMT

@KAH123 There are a lot of issues going on with EE DV version, have you tried plugging a landline to the rear of the hub incase there is a problem with the remote wireless unit? Dialing 150 to see how it goes from there with any prompts onward?

And think that 0300 123 1105 should be 0330 123 1105, unless you have another number or just a typo.

This service also works fairly good.

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.

Re: Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 14:09:43 GMT

I'm obviously being a bit dense but I cannot see how to plug the handset into the router - there is only a power cable and nowt else

Re: Can't make outgoings calls on our home phone

JimM11 — Wed, 15 May 2024 14:12:45 GMT

@KAH123 Sorry, do you have an older router, which does not have the phone connection on the rear. Which model of hub do you have, and i will take a look at online.

Re: Can't make outgoings calls on our home phone

XRaySpeX — Wed, 15 May 2024 14:12:52 GMT

Which router do you have?

Which model Home Phone do you have?

Re: Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 14:16:43 GMT

It's a Smart Hub SH31B and the home phone = Essential Digital Home Phone. There is phone connection on the router but not on the phone!

Re: Can't make outgoings calls on our home phone

JimM11 — Wed, 15 May 2024 14:18:36 GMT

@KAH123 And you do not have an older Landline phone that you can plug in?

Re: Can't make outgoings calls on our home phone

XRaySpeX — Wed, 15 May 2024 14:19:58 GMT

You must have just a DECT extension phone that connects over DECT to the base station incorporated in the router.

Re: Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 14:24:51 GMT

No, haven't had a landline for years - we were with BT VOIP previously

Re: Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 14:25:10 GMT

I have no idea what that is!

Re: Can't make outgoings calls on our home phone

JimM11 — Wed, 15 May 2024 14:29:43 GMT

@KAH123 When with BT did you ever have issues or now only with the New EE hub. Understand that you dont have an older phone to plug in, was trying to see and rule out the handset, some people have reported powering off router fixes some of the handset issues, if you wish to try?

Re: Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 14:33:00 GMT

We have had so many problems with the EE hub (don't get me started!) but I can ring a "normal" number but I cannot ring 150 or an 0800 number or an 0330 number.

Re: Can't make outgoings calls on our home phone

JimM11 — Wed, 15 May 2024 14:53:00 GMT

@KAH123 As i have said there are multiple issues with EE in how they are trying to do there version of Digital Voice, and it is not working very well as you can testify..... DO you still have your BT hub or have you sent it back as return? If you have it still can you let us know? And if you do next from a mobile (If you need help with your landline, text PHONE to 66033) they should test your line and call you back.

Re: Can't make outgoings calls on our home phone

KAH123 — Wed, 15 May 2024 14:58:12 GMT

BT hub went back. If I text as you say to 66033 how will they know which line to test as my mobile is not with EE!

Re: Can't make outgoings calls on our home phone

JimM11 — Wed, 15 May 2024 15:05:21 GMT

@KAH123 You are on the newEE system, your mobile will hopefully be attached to there database, and they should test your phone line at home. If not then i would expect that they should call your mobile to get the home number. Do not think that it is a hub issue unless you are having other problems. Possibility was to put the BT hub back but as you say on its way back to them.

Re: Can't make outgoings calls on our home phone

KAH123 — Thu, 30 May 2024 09:45:59 GMT

Just to add an update (thank you for all the advice). I did the texting thing yesterday and finally got to speak to a very helpful woman from EE. We were on the phone for over an hour (still not sorted but hey, we can't have everything!). I am hoping (not hopeful but hoping!) that things will be sorted by 4th June. Nobody knows why we can't dial "special" numbers but after they have done something (don't ask what) by the 4th, then we might be able to! Watch this space but don't hold your breath.

Re: Can't make outgoings calls on our home phone

JimM11 — Thu, 30 May 2024 10:09:36 GMT

@KAH123 Hope they get to the bottom of it, but good to know you have another method to contact them with. Probably just something messed up with the phone profile, so keep testing 150 every couple of days and there is new FW popping into the latest router's just so you know.👍