Cannot receive phone calls

[Finborough]

We had EE installed on 15 March, since then we can make phone calls but cannot receive them.  EE sent out for new phones - still no incoming calls spent all day yesterday on phone to them.  Router only works when it thinks it will, even though light shows as on.  Worse decision we ever made changing from BT broadband and telephone to EE. We have had the router reset and now they want to reset it again.  We are both approaching 80 and don't need the hassle, what we do need is a telehone line that works and a broadband that works all the times.

[Finborough]

They are digital voice and EE sent us 4 new phones. Old phones had to be returned to EE. No better, cannot receive incoming calls. I wish we had never changed to EE. Old BT router and digital voice phones worked perfectly.

[JimM11]

@Finborough Thanks for your reply and clearing up what devices that you have, you are correct in the statement that you never had issues with the BT/DV service as many have reported with the past and the Digital Home Phone section is a better area to see all off that, it took a while with all the back/forth, and general analysis boiled down as EE Service side was good, but the Router FW was what let the whole thing down, SO advice, NO phone swapping does not fix, NO Router swapping does not fix, Going back to a BT Smarthub2 router Fixes so that is an option, and the latest FW on the EE Router's sorted out nearly all the previous issue....

Have not checked recently but will scour the Home Phone Section later today. In the meantime the link below have a look, but i know this is a pain call 150 CS and get to the Tech Support but for the DV side, will tag the EE help... @JordanTA 

Unable to Make or Take Calls with Digital Home Phone | Help | EE

[JimM11]

@Finborough Jordan @JordanTA If you are working today could you reach out with some direction to the Poster, got a little bit busy morning today so not free until afternoon. Thanks Jim 

[Finborough]

That is ok. At my age I am here all day. The BT hub went back to BT they sent a bag got send it back in so it went back along with the wifi extenders.  Is the FW something EE can change.  I cannot afford a big bill from EE for going back to BT. Thanks, I have spent so much time on my mobile to EE and that is costing me a fortune

[bobpullen]

When you say you can’t receive calls, what are the symptoms? What happens if you try dialling your home phone number from another line? What does the caller experience? Is there any ringing etc. at your side?

When making an outbound call, what number is presented to the receiver? Is it the number you expect?

[JimM11]

@Finborough You won't be receiving any big bills for any off this, just getting the right people and @JordanTA you will find most helpful so do expect him to reach out to you, just do not know if working on a rest day etc...

Just don't want you stuck in this twilight zone you have just now, EE will be able to take the look see there end on the DV side to make sure all good, just needs the nudge along.

On your mobile if this works, you just text PHONE to 66033, sit back and they will call you back, normally displays as a BT Guide or an EE Guide when they do call you back. This is down to whether you mobile does allow that text though, if EE or BT mobile should not be an issue.  

[Finborough]

EE came and set everything up. BT said old DV phones would work with EE router but could not receive calls, that was when EE sent out 4 new phones. Had router reset remotely by them, still no incoming calls. All cordless phones are permanently plugged into electric sockets to keep them charged.

[Finborough]

I have been onto EE constantly since the 15 March with their Guides, cost me a fortune as I am on Vodafone PAYG, all I can say is thank goodness I am not with EE mobile.  My mobile is good it lets everything through.

[JimM11]

@Finborough That is great you can use the text, when they call you back then use all the time, normally they do call never never had them not do so... Will link the contact us so you have it for future reference test click and move about the page, tech support and BB/Landline will throw up the details, and as @bobpullen has pointed out, take a look at his input, real good and very knowledgeable person, may have seen all this before... Later

Contact Us | Help & Support | EE

[JordanTA]

@JimM11 @Finborough we'll check with our support team to see if this can be picked up.