topic Re: Voicemails not going to phone handset base in Broadband & Landline

Voicemails not going to phone handset base

LindaJH — Thu, 13 Jun 2024 08:42:54 GMT

I’ve just switched to a digital landline and voicemails aren’t going to the handset base anymore. If I go into the EE app I can only see an option to change the number of rings before it goes to voicemail. Does anyone know how I can switch voicemail off in the app as I assume once I’ve done this they will go directly to the phone again.

Thanks

Re: Voicemails not going to phone handset base

JimM11 — Thu, 13 Jun 2024 12:52:04 GMT

you can't switch off voicemail in the EE app.0

To switch voicemail off please text VM OFF to 150.

Re: Voicemails not going to phone handset base

Mustrum — Thu, 13 Jun 2024 13:17:03 GMT

@LindaJH I believe you will need to call Customer Services to turn VM off on Digital Voice, the text option is for mobile.

You can see a list of commands on the following Help Pages.

https://ee.co.uk/help/home-phone/manage-use/digital-home-phone-features#article-heading-2

Re: Voicemails not going to phone handset base

Robt775 — Mon, 15 Jul 2024 19:40:27 GMT

I am also having the same problem. Phone calls to our landline go to 1571 voicemail service. This never used to happen, for many years, even with same panasonic home phone system, but now it never goes to the landlines base system when people try to leave a message. The handset base is set to on.

Anyone able to help?

Re: Voicemails not going to phone handset base

XRaySpeX — Mon, 15 Jul 2024 19:58:09 GMT

@Robt775 : You need to lengthen the ring time of 1571. When you dial 1571 under Personal Options (2) > Calling Options (3) > Ring Period (2) there is an option to set the ring period to Short (4 rings) , Medium (7 rings) or Long (10 rings).

Re: Voicemails not going to phone handset base

Robt775 — Mon, 15 Jul 2024 20:13:06 GMT

When I dial 1571 it just says, no new messages..goodbye, then hangs up. How do I get to options?

Re: Voicemails not going to phone handset base

JimM11 — Mon, 15 Jul 2024 20:26:05 GMT

@Robt775 See page 7 of the BT link, may possibly follow the same procedure.

101571_BT_Voicemail_UserGuide_v4.pdf

Re: Voicemails not going to phone handset base

Mustrum — Mon, 15 Jul 2024 20:53:12 GMT

@Robt775 what phone service do you have?

Are you a new customer or have you had the service for over 6 months?

It sounds from your answer you are still on the old legacy systems where none of the above suggestions will work, so you need to give the Broadband Care Team a call and perhaps switch the 1471 service off. Or perhaps your answer machine has developed a fault.

Re: Voicemails not going to phone handset base

Robt775 — Mon, 15 Jul 2024 22:22:12 GMT

I've been with ee many years. I don't think I have the digital voicemail service, that seems to be something new. I'll try Cs. I have now reduced the number of rings on our phone handset to see if this fixes it.. if it does then I'll have to ask someone to increase the ee voicemail rings before switching to voicemail

Re: Voicemails not going to phone handset base

JimM11 — Mon, 15 Jul 2024 22:35:02 GMT

@Robt775 Where is the current landline phone plugged into? Rear of the router or into standard BT socket connection?

Re: Voicemails not going to phone handset base

XRaySpeX — Mon, 15 Jul 2024 22:37:54 GMT

@Robt775 : My navigation of the 1571 menus does not apply to analogue landlines with EE, only to digital.

Re: Voicemails not going to phone handset base

Mooly01 — Tue, 16 Jul 2024 04:56:46 GMT

Have you sorted this?

To get the handset base station to intercept voicemails you need to dial 1571 from the handset and follow the options to alter the ring tone length (ringtone length with EE, not the base stations ring tone length) to maximum.

That should let the base station get in there first

Depending on the base station you can then tweak the stations ring tone period to be be less than EE's and that ensures your base station gets there first.

Be sure also to delete any old messages with EE or you might still get a different dial tone showing you have un-listened to messages with EE.

Re: Voicemails not going to phone handset base

Robt775 — Tue, 16 Jul 2024 07:57:38 GMT

Standard bt socket. I have the white square ee router.

Re: Voicemails not going to phone handset base

JimM11 — Tue, 16 Jul 2024 08:23:26 GMT

@Robt775 Then you do not have DV system, you may have voicemail with your package, call up from another device and see if it goes to voicemail.

Re: Voicemails not going to phone handset base

Robt775 — Tue, 16 Jul 2024 09:04:30 GMT

OK so I reduced the number of rings on the phone handset and now the phone base answerphone does kick in before the 1571 service. Thanks for your help. I think someone must have changed the number of rings on the phone handset sometime. (This has been going on for a year so glad to get sorted.

Re: Voicemails not going to phone handset base

JimM11 — Tue, 16 Jul 2024 13:34:47 GMT

@Robt775 Glad you finally got it working...👍

Re: Voicemails not going to phone handset base

Robt775 — Tue, 16 Jul 2024 14:15:17 GMT

Is it still possible for ee Cs to increase the number of rings before the 1571 service, so I can increase rings before phone base kicks in. Or for my non digital voicemail are the rings fixed.

Re: Voicemails not going to phone handset base

Mustrum — Tue, 16 Jul 2024 14:58:28 GMT

@Robt775 if you give the Broadband Care Team a call they will be able to tell you what they can do with the service. As you already have an answer machine, just having it switched off may be the best option.

Re: Voicemails not going to phone handset base

JimM11 — Tue, 16 Jul 2024 16:08:54 GMT

@Robt775 As mustrum advised it may take a call to EE CS to adjust your options, from the manual that was linked did any of the page 7 options work for trying to adjust the voicemail options. Worth a call to at least find out what can be done, then you can post back the news. HTH👍