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?

[KAH123]

No, haven't had a landline for years - we were with BT VOIP previously

[KAH123]

I have no idea what that is!

[JimM11]

@KAH123 When with BT did you ever have issues or now only with the New EE hub. Understand that you dont have an older phone to plug in, was trying to see and rule out the handset, some people have reported powering off router fixes some of the handset issues, if you wish to try?

[KAH123]

We have had so many problems with the EE hub (don't get me started!) but I can ring a "normal" number but I cannot ring 150 or an 0800 number or an 0330 number.

[JimM11]

@KAH123 As i have said there are multiple issues with EE in how they are trying to do there version of Digital Voice, and it is not working very well as you can testify..... DO you still have your BT hub or have you sent it back as return? If you have it still can you let us know? And if you do next from a mobile (If you need help with your landline, text PHONE to 66033) they should test your line and call you back.

[KAH123]

BT hub went back.  If I text as you say to 66033 how will they know which line to test as my mobile is not with EE!

[JimM11]

@KAH123 You are on the newEE system, your mobile will hopefully be attached to there database, and they should test your phone line at home. If not then i would expect that they should call your mobile to get the home number. Do not think that it is a hub issue unless you are having other problems. Possibility was to put the BT hub back but as you say on its way back to them.

[KAH123]

Just to add an update (thank you for all the advice).  I did the texting thing yesterday and finally got to speak to a very helpful woman from EE.  We were on the phone for over an hour (still not sorted but hey, we can't have everything!).  I am hoping (not hopeful but hoping!) that things will be sorted by 4th June.  Nobody knows why we can't dial "special" numbers but after they have done something (don't ask what) by the 4th, then we might be able to!  Watch this space but don't hold your breath.

[JimM11]

@KAH123 Hope they get to the bottom of it, but good to know you have another method to contact them with. Probably just something messed up with the phone profile, so keep testing 150 every couple of days and there is new FW popping into the latest router's just so you know.👍