BT black discs with EE smart wifi - vulnerable customers

[Cliffarsenal]

Hi everyone,

I've been trying to help my (vulnerable) elderly neighbours with their switch to full fibre which coincides with a switch to EE.

It's starting to cause some confusion. First of all, they were told they could keep their existing BT equipment - a smart hub 2 and one of the black extenders, but have since been sent an envelope for collection.

Also when the ONT was installed, the engineer had to put it towards one end of their long and narrow single storey home, meaning their existing DECT handsets no longer get reception throughout their home, which is a particular concern, and the one black WiFi extender disc wouldn't reach (instead needing to be positioned by their old master socket).

To try and solve this I contacted BT/EE (tbh it's confusing as to who I'm speaking to) and ordered one extra WiFi extender and two of the wireless digital voice adapters (so they could not only plug in their existing DECT phones where they were, but also a further corded landline they had for peace of mind).

Fast forward and an EE branded WiFi extender has arrived, but no phone adapters yet, and we need to be able to daisy chain the existing BT black disc to the EE extender and I'm wondering if this is possible, or if I'll need to get them another EE one?

They've now gone away for Xmas for six days so gives an opportunity to see what's possible and to try and rectify. I'm particularly concerned with them being vulnerable customers (I work in a regulated industry myself) and their need for a landline/continuity of what they're used to. Last chap I spoke to seemed more interested in up selling a mobile contract (despite being in tech support)

Any advice, both with regards to the required equipment, and whether there's a way to help speed along/escalate upon their return would be much appreciated. Many thanks.

[JimM11]

@Cliffarsenal To start with if you can look at the model of the EE Router that you have, label is on the bottom, also the EE extender that was sent they will be SH??? and SW???, fill in the details and post back. 

[Cliffarsenal]

Thanks Jim. I'll do that when they're back, although it's a BT Smart Hub rather than EE. Do you know if the BT extenders will talk to the EE ones please (not via the smart hub)?

[JimM11]

@Cliffarsenal If they are the model SW10A, then they should be able to talk to the BT Smarthub2 router, as for extender to extender do not know, none user of any EE Smart wireless products.

The Remote DVA only work direct to the BT Smarthub2 Router, they do not touch the smart wireless Wi-Fi ain any format what so ever, so if the adapter cannot reach the router signal wise, you can forget about it. You would be advised to see if possible to get cable from the BT Smarthub2 BT Socket back to the OR Master BT socket, and use all the existing extension wiring, that is if OR did not do any disconnect's when they installed the ONT, they normally do not touch the internal wiring.

[Cliffarsenal]

Thanks Jim. Really appreciate your detailed response. From the sounds of it they'll need to ditch their corded landline and rely on the DECT as it's very unlikely the furthest phone adapter will talk to the smart hub.

Not ideal, but I guess if there's a power cut they're screwed anyway.

Thank you.

[JimM11]

@Cliffarsenal If i were you i would stop just now... Have a look and see how difficult it is to move the BT router back to were it was before, and then a cable from there to the ONT is all that is required, but only you can determine if that can be done, Cat5e cable length from ONT to the central position if possible, best way to do it!

[XRaySpeX]

1. The current EE Smart Wifi extenders do not work with the BT SH2 (or its extenders)
2. The black BT Complete WiFi discs don't work with the current EE Smart Hub Plus/Pro routers. It's only the white "High St." Whole Home discs that do.

[JimM11]

@Cliffarsenal If not get them registered to EE Vulnerable status ASAP, they will be entitled to 2 (off) BBU units, one for the ONT and one for the BT Smarthub2, that keeps voice going for at least 12hrs on power outage, and free to registered also, just did 2 for my sister who is wheel chair bound. Units are the CyberPower Battery Back-up DTB24U12V-BT3.

[Spxnce06]

Hi @Cliffarsenal 

As a third party engineer working on behalf of BT/EE. The DECT system does not work over WiFi, so regardless of how many boosters you have, the DECT signal will always be poor.

The only solution I've found is certain traditional handsets with a range booster. One customer who I visited had a system like I have suggested and could quite literally answer there landline from half a mile away.

Hope this helps

[JimM11]

@Spxnce06 Next time you come across a customer using one, get the model of it, few of them available to be got/purchased but do not like to recommend just in case, know what i mean....