Digital voice

[highnoon1966]

I have just switched over from BT to EE for my broadband/digital voice and have swapped over from BT smart hub 2 to the new EE smart hub plus. My broadband went active yesterday but my digital voice service is not working on the new hub. The BT digital voice phone is registered correctly to the hub but there is no voice service available on the hub itself. In fact if I log into my BT account the voice service is still showing as a product on the BT account even though the Broadband service is not. I restarted the hub this morning to see if that helped but it had no effect. Anybody else having the same issue?

[XRaySpeX]

Do you get a BT recorded message "Sorry you can't make a call from this phone, please call some BT number..."? 

[bobpullen]

@highnoon1966 - still having problems? What sort of phone do you have connected to your Digital Voice service?

[highnoon1966 · Accepted solution]

All sorted now thanks after a couple of phone calls to EE customer service, Digital Home Phone hadn't been activated properly and it needed pushing through by EE and then doing a factory reset of Hub.

[yankee99]

highnoon1966

Same issue here.  BT to EE for broadband and Digital Voice took place yesterday (25/09/2024).  Had the EE approved Guide to install everything.  Broadband fine but as at 08.00am today (26/09/2024) former BT Voice handset still says "No voice service on the hub".

Please could you advise who you liaised or better still spoke to, to get what appears to be a common problem sorted.

Many thanks in anticipation of your help.

Y99

[JimM11]

@yankee99 What did the EE Guide say regarding the DV system before he departed. Hope that you also backed up the DV settings for restore to the EE System if there was equipment exchange involved?

[yankee99]

@JimM11 

Many thanks for your reply.

All's the guide said was to wait for the phone to pair up with the router.  Once this was done I was given instructions on how to pair up the digital phone adaptor for my other handsets.

Time wise I was to wait until close of business yesterday before contacting EE if the digital phone remained non-functioning.  I actually waited until 08:00 today (26/09/2024).  The phone remains non-functioning. 

Equipment wise I received new router but the original BT Digital Voice (DV) handset and adapter were carried over.

Mobile signal in my part of the world is really poor, and as I am home based a functioning DV is critical for day to day living. 

As I write, I am currently in e-mail discussion with EE technical support to reach a solution (that's how bad the mobile signal is here).  

[JimM11]

@yankee99 Surprised that e-mail comms is a thing to tech support if so carry on, EE do have to setup the DV side for the router, and sounds like it may be a forgot to do, so you are correct to pursue it asap, there is also a section on the forum for digital home phone so you may wish to start having a read on it, the BT router does work on the EE service, but as you had the guide set this all up for you do not know if it would be an easy option to go back, so you know the whole of your contact list for DV is stored on the router and not the phones, the adapter issues you may wish to have a read through the forum section. You have 60 days before the need to return any BT equipment, so do not rush out to send anything back yet.

Home Services, Digital Home Phone top of the page so you know were it is.

And this public forum has no account access, with a few EE support personnel so you are not communicating here with anyone from EE.

[yankee99]

@JimM11 

Really good information.  Many thanks for your support. 

Hadn't realised about the contact list being stored on the router so many thanks for the heads up on this aspect. 

Also, BT router still being compatible is a definite option to put to the EE tech contact if all else fails.  

Kindest

Y99

[JimM11]

@yankee99 Good luck with it all, hope it gets sorted quickly if there are issue's, Does take a little time for transfer DV and to settle down, and some slight could do this with BT but not with EE, so you have to make decision if ok or not. Apples to Apples they are not.👍