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.

[JimM11]

@Stuart444 If you are not aware, then have a look in the Digital Home Phone section of the Forum regarding the DVA and some types of service were key functions do not operate, connecting to the back of the router sort's that issue out.

If there is no dial tone, unable to hear speak etc, then power down the router leave a couple off minutes, switch back on and that will sometimes reset the service back into operation, you will also see this reported in the section.

[Stuart444]

Thanks, JimM11.

I've tried switching off the router, I left it for 10 minutes, then switched back on. My internet is running again now, but my phones still have no dial tone. I forgot to mention above that the light on the Digital Home Phone adapter still goes from steady green to a slow green flash when I lift the phone and press for a dialling tone. 

I didn't find a thread relating to my odd voicemail problem, but i'll go back and look again.

Thanks

Stuart

[JimM11]

@Stuart444 Try your phone into the back of the router. below about the adapter. If it does not work, then send PHONE to 66033 as a text, and have EE checkout the DV side.

What your Digital Voice
Adapter light means
1 On initial plug in – flashes 0.5 seconds on,
2 seconds off
2 During registration – flashes quickly
0.5 seconds on, 0.5 seconds off
3 Once registered – stays solid green
4 During a call – flashes slowly 1 second on,
1 second off
5 Once registered, if there’s a connection
problem with your broadband – flashes
0.5 seconds on and 2 seconds off.
Maximum Digital
Voice devices
You can register a maximum of 5 Digital Voice
devices (that includes Digital Voice Handsets
or Digital Voice Adapters) to your new Hub at
one time

[Stuart444]

Thanks.

I plugged the base station of my Panasonic cordless phone system into the back of the router, and it gave me a dialling tone that pulsed, ie on for about half a second, then a pause for half a second, and so on.

I returned it to the DVA and it behaved as before - no dialling tone, but the green light behaved as in 3 and 4 above.

The Panasonic system worked OK when the FTTP system was installed (apart from the voicemail problem), the loss of all phone ability is recent.

I was told when the engineer installed FTTP that if my Panasonic system didn't work then EE would provide a new replacement for it which would work. How do I initiate that?

[JimM11]

@Stuart444 If you believe that your Panasonic system is at fault then it has nothing to do with EE, did you send the text as advised earlier regarding having the Phone side checked out on the service. What an engineer told you may halve absolutely nothing to do with EE, if you wish to get the Advanced Digital Range of phone, then go purchase a set. They connect directly paired exactly the same was as your DVA was done. If there is a fault on the EE service then that is were the issue will be, on/off with the router will not clear that.

[Stuart444]

No, my Panasonic system was working fine before the change to FTTP, I don't think it's at fault. It also worked OK for the first couple of weeks after FTTP anyway,The issue of responses to the voicemail service not getting through is still a puzzle, but of lower importance than getting the phone to work again.

The IT world seems to think that users have the responsibility to fix problems and learn new systems that are being forced on them, problems that they had been assured wouldn't happen. Maybe I'm just showing my 72 years, but pointing people to chatbots and forums is not customer service in my view.

Yes, I sent the text to 66033, no reply yet. Apart from the message that I will be charged for it. Charged for fixing a problem that is not my fault as far as I'm aware. Brave new world - well, not quite.

[Stuart444]

Replies have been received to my text (after another charge...) The problem has not been resolved. I've reset the router and re-paired the DVA. Still not working.

[Peter_W]

Hi @Stuart444, welcome to the EE Community!

Thanks for giving the text service that @JimM11 recommended a try. 

Charges for this will depend on your network, but seeing a popup on your phone when sending the text doesn't necessarily mean you'll be charged.

A lot of phones will show this message automatically when you send a message to a shortcode number, as these can often be used for premium rate texts, but this is just a heads-up and not any specific confirmation of a charge. 

If you're worried about this though, you can also speak with a member of our team directly over the phone, and they can run some troubleshooting with you live.

You can find all the details you need on how to get in touch here:
Contact Us To Request Technical Support for Broadband and Landline | EE

Peter

[JordanTA]

Hi Stuart, I'm going to drop you  DM. We can try something in the background but I'll need some more details. Be over in a sec