Can't make outgoings calls on our home phone

[KAH123]

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?

[JimM11]

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

[KAH123]

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!

[JimM11]

@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.

1. We’ll run tests on your connection to find out what’s going on.
2. If you need an engineer, we’ll text you in 15 minutes to book a slot.
3. If you don’t need an engineer, we’ll call you within 30 minutes to help solve your issue.

[KAH123]

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

[JimM11]

@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.

[XRaySpeX]

Which router do you have?

Which model Home Phone do you have?

[KAH123]

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!

[JimM11]

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

[XRaySpeX]

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