Broadband and landline

[Lynda31]

I've just switched from Sky to EE for my broadband and landline, I've received the router but no home phone, it shows on my order that I ordered broadband and home phone. As there is no home phone turned up I'm worried that come Wednesday when the Internet is installed I won't have a house phone and I need it as I'm disabled. Could anyone help please

[Mustrum]

@Lynda31  Unless you ordered a specific phone when you placed the order you can just plug your existing phone into the router?

Do you have a separate order and number for a phone?

[Lynda31]

Chose to have my landline number to be switched over as well but was told that EE would sort out sending a new landline phone out but can't find anything and now I'm panicking that I won't have a landline to use

[Mustrum]

Don’t you have an existing phone?

What did you do with Sky?

[Lynda31]

I do have an existing phone but was told by the person that it would have to be changed as we are upgrading the Internet to fftp so my current landline phone wouldn't work 

[Mustrum]

@Lynda31  no one on here has account access, and most are fellow customers, so we can't see what was ordered, or what you were told. But your new router does have a phone socket on the back, so if nothing received you could plug your old phone into that, assuming it has a standard phone plug, and is not a really old one which is hard wired into a connection box.

If you have set up your MYEE you may be able to see the order on there, otherwise give the Customer Care team a call for an update.

[Lynda31]

It shows on my order broadband and home phone but when it says equipment it only says the smart hub plus would be delivered. I've had the router delivered but on the app it's saying it's delayed even though I have it. The phone I have now is a standard plug and not hard wired. I will ring customer services and see what's happening because it won't let me order a landline as it says I still have an order in place.

Thankyou for taking the time out to help me though, I really appreciate it. I'm not update with all this technology, I've upgraded the Internet to help my daughter as she's my full time carer so she does home studying to get qualifications.

[JimM11]

@Lynda31 As you are changing over from the old line to new fttp service from SKY to EE note the following to help, i changed back in march but fibre was not available, and i also dropped the landline because of that at point of time.

1. Your existing phone should work, it now plugs into the back of the EE router as you will be converted to a DV (Digital Voice) signal, this means the following. Remote adapter is also possible for the landline phone, just a few niggling issues with it at present, so you know, but as you have not received one forget about it at present.

2. The engineer will arrive to install the fibre cable outside of the home, they may have done this already for you. The position of this outside is relevant because from there a cable is run to the now ONT modem that the EE router in the box you have has to connect to this device, there will be a cable in the box with a (8 pin plug either side) this connects between the EE router to the ONT.

3. Where you position the ONT - EE Router - Landline phone, now all becomes relevant, think about it all now before the engineer arrives to do your internal part, may be the same person doing both. The Router and the ONT both need power so this can be a factor of were all is situated....

4. If your landline phone is one of the newer answering machine type cordless, then base unit is what plugs into the back of the EE router. The landline change over may not be instant, same as the broadband change over, they say up to midnight on the activation day, but normally e-mails to the registered EE account holder should keep you informed.

5. You should register as disabled with EE CS so they know of your situation, also hope that you do not have any care/mobile equipment as EE should have asked all those questions already. 

6. If you are or consider yourself to be vulnerable person, power fails, then NO broadband - NO landline phone, you have to rely on mobile for assistance, Battery Backup units to power ROUTER/ONT/PHONE are required to keep you online, emergency time only, this i am making you aware off as they can be supplied free of charge should you qualify as such.

Hope that it all goes smooth on your activation day, and hope those points help you get prepared.... Any questions do not be afraid to ask.

[Lynda31]

Thankyou that has helped so much. I will speak to EE customer services and make sure they are aware that I am disabled and vulnerable. I don't have a mobile phone so do rely on the house phone. My daughter has her mobile phone so I can always use that in emergencies. I will explain everything to them anyway. Thankyou for taking the time out to help me. The broadband is being installed Wednesday when openreach turn up so I will think about what you have said. Thanlyou again 

[XRaySpeX]

You don't get a new phone handset from EE. What you've ordered from EE is Full Fibre BB & the porting of your landline no. to it. That's the "Home Phone" in your order. It's a facility, not a piece of kit.

You don't need a new phone handset from EE. You just plug your existing landline phone into the Green Phone socket on the back of the router or if you need the phone away from the router, into the supplied digital phone adapter. Then your phone should work on your old landline no. as before.