EE landline issues

[Elsie2009]

I have signed up for EE’s £5 pay as you go service, but can’t make outgoing calls. All I can hear is an engaged tone. Any suggestions please? Trying sort this through customer service is a nightmare.

[JimM11]

@Elsie2009 Is it for Landline DV or for mobile phone service? When did you start the service.

[Mustrum]

@Elsie2009   If this is a new service, since Sept 2023, then it is delivered via your router. Is your phone plugged into the router phone port?

[Elsie2009]

Was set up by an engineer. The phone is not plugged into a router but a small white box with a green light on top.

[Elsie2009]

It is an older landline phone and not a digital one. Service started in September. I can get incoming calls but can’t call out.

[JimM11]

@Elsie2009 It is called a DVA Digital Voice Adapter, remote way to connect to the EE Router using it's DECT signal processing, when the service is first setup, there appears to be 2 things that require to done on EE side, 1. outgoing calls and 2. incoming calls, it appears that it takes a little time, 24-72hrs for it all to settle. Do you have any of it working. You can unplug the phone from the white box and put it in the Telephone port on the back of the EE router to see if you have it working there.

Edit: Just saw your reply for the incoming calls, would try the phone into the back of the EE router, they both work similar operation wise....

[JimM11]

@Elsie2009 If this is just a fault that has appeared, switch off the EE Router for a minute, put it back on, will take 5 minutes for it to re-boot and see if you can get both in/out for the phone.