Digital home phone has stopped working

[Stuart444]

We've had our optical broadband connection and Digital HomePhone adapter for about 3 weeks. It mainly worked well until today. The broadband is working fine at 150 Mbps, but the "landline" has stopped working. The adapter is showing a green light as it has done since it was connected to the router, but there is no dial tone and it won't receive calls either.

This is in addition to the voicemail service not working, and I don't think it has ever worked on this new system. Here, we get an automated phone call telling us we have a message, but none of the response buttons work, ie if I press "1" to listen to the voicemails, or any other button, the options are repeated to me, the computer at the other end is not receiving my response. I reported it to EE a couple of weeks ago and I was told I'd be contacted about it and I've heard nothing.

[Stuart444]

Thanks, Peter_W.

I'm not worried about a charge. It's just that phone services seem now so inherently complicated  that as a punter who only wants to do basic texts and voice (and OK, access the internet a bit since it's available) then these new facilities add unwanted complication. I saw no reason not to believe the message saying "Charges apply". It didn't say how much, but it's the principle here, as I see it. It seems there are trip wires everywhere. So sorry, I'm a bit cynical and suspicious, and perhaps over-principled.

So, whether I get a charge or not, it makes little difference to me, I just want the phone to work properly, including a voicemail service, the way I was promised when I joined EE. Personally I wouldn't miss losing the "landline", but it's important to my wife's work that the landline works. At the moment, it's not fully working, and I think it's up to EE to fix it - I'm the customer, not a phone technician.

[Stuart444]

Thanks, JordanTA. Please would you tell me what a "DM" is and how I get it?

[XRaySpeX]

I dunno what @JordanTA means by 'DM', perhaps Direct Msg. It's known here as PM = Private Msg. & you'll find them @ Private Messages - The EE Community .

[Stuart444 · Accepted solution]

I found the personal message thread, but Jordan didn't reply to my reply.

I texted PONE to 66033 and the system reset my line. After re-pairing the DVA the "landline" worked again, but still no voicemail.

I got a call-back from EE yesterday, and when she looked at my account the operator said that voicemail hadn't been activated. She activated it and said try it tomorrow. I've just tried it and it's working. Problems all solved, thanks for your help.

[Peter_W]

Hey again @Stuart444, I'm really glad to hear that you managed to get this sorted out after speaking with our team. 

I'll let @JordanTA know too just in case there was anything further he wanted to check with you here. 

You take care,
Peter