Broadband & Landline

[MyMumsSupport]

Hello,

Mum has recently signed up for EE broadband (openreach modem). It appears to have dropped out and the landline has lost connection too. Anyone experienced this before? I think the two are linked but it could be a coincidence. Do I need to be calling EE or Openreach to check connection? Any advice would be appreciated. Also best option if I don’t have her customer number to hand as she is away for a few days and would like this resolved before she is back and left vulnerable with no landline connection.

[JimM11]

@MyMumsSupport Did your mum go to DV Digital Voice, if so the phone now plugs into the phone connection back of the EE/BT hub, it also can take 24-48hrs to switch over from the OLD phone connection to the new digital one. If not plugging into the Hub and a DVA Digital Voice Adapter was supplied then has to be set up, see the link below and watch the video on it.

How to set up your Digital Home Phone - The EE Community

EE will not talk to you without ALL the details to get past security..... EE do also supply Broadband ONLY as a connection type, so you have to be sure that the option for Landline along with the Broadband was taken at order, not enough detail from your post to say which/what was done.

[XRaySpeX]

It's not a coincidence! Digital landlines do run over the BB. So if BB goes down so does the landline.

Your Mum's contract is with EE, not OR. So she would only contact EE. Unless the 2 of you have pre-arranged you to be an authorised 3rd party to be able to speak to CS on her behalf, you can't contact them.