Like it or lump it (Phone adapter)

[ChipDriver]

The lack of a usable phone adapter is annoying. Your present choice is the Smart hub 2 (SH2, It ain't smart but don't start me on this!!) or a supplied plug in adapter. If you need to use anything else - TOUGH!

For all the time I've had broadband, some 20 plus years, I've always had my own modem / router on the end. I never had any problems with the kit I've installed. When they changed me over to full fibre, they sent me a Smart Hub 2 and some plug in (home phone) adapters. I've not used the adapters yet as my phone is plugged into the back of the SH2. Since installing the SH2, from time to time, my firewall locks up and can only be reset with a power off re-boot. I know you can use a "third party" router with fibre broadband, but to keep the home phone (the old landline), you have to use that supplied SH2. And there in lies the seat of the problem. If you use your own router, you will lose the home phone connection. But no. EE (tech support ) says you can use the plug in adapters they sent. I have some news. NO you can't!! They do not operate on either of the 2.4ghz or 5ghz WiFi frequencies, but on something a bit lower (1.88ghz range), its in the adapters documentation if you read it. So your own supplied router will never connect up to it. But, surprise surprise, the much hated (by me) SH2 will... DOH!!

I'm not taking my own Firewall out of the equation as it is blocking some devices on my home network from accessing the WWW.  If this blocking feature was provided in the SH2, I could be a tiny bit happier. But it's not, the Firewall HAS to remain - even if it does lock up from time to time.

Having now had numerous conversations with EE tech support, this / these are the only option(s) available. Like it or lump it. In other words, my choice is being limited. I have two ATA adapters either of which I could use and I also have a voice capable router available... But the EE voice offering in totally non-standard. How did OFCOM let them get away with this?

As a bill paying EE customer I'm less than happy. I'm glad they've not asked for my opinion of their service because I'm going to be less than generous with my reply.

Before anyone suggests porting the (old land line) phone to another VOIP provider, Yep, Looked into it, but with a high probability of my number getting terminally terminated in the process, I'll (less than happily) lump what I've currently got.

And if any EE / BT big wigs are reading this, please provide a VOIP adapter THAT WILL WORK with the third party routers that can (and do) work with the full fibre offering.

[bobpullen · Accepted solution]

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@ChipDriver wrote:

They do not operate on either of the 2.4ghz or 5ghz WiFi frequencies, but on something a bit lower (1.88ghz range), its in the adapters documentation if you read it. So your own supplied router will never connect up to it. But, surprise surprise, the much hated (by me) SH2 will... DOH!!

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They communicate using DECT CAT-iq - exactly the same as a cordless handset would to communmicate with its basestation/cradle. And here-in lies the problem with your suggestion/request: the actual voice registration is managed by the hub - not the adapters - and BT/EE aren't in the practice of sharing these details with users. I imagine one reason is so that they can restrict use of the service to a fixed geographical location. This all but makes your ambition to use a third party router a non-starter.

You said not to mention it, but the only viable choice I see is to port your number to a third-party SIP provider. I hear good things about AAISP and have seen evidence of many a successful port over on the Plusnet Community forums. 

[chrisjp1]

It seems the EE telephone agents are clueless about this. The adapters connect to the Smarthub 2 by DECT, and not WiFi. This is actually an advantage because DECT transmissions are better at penetrating house walls than WiFi ones are. 

But, as you say, they do require the Smarthub to be directly connected to the incoming service line, whether that is from a copper or fibre line. This is because the EE/BT telephone system is proprietary and works only with the Smarthub.

Some users have arranged for the own router to be connected immediately downstream of the Smarthub. I'm not expert at how you set this up, but a search on this forum or on the BT community one will bring up advice on how to do this.

Incidentally, the EE version of the Smarthub 2 is thought by many to be techically superior to the BT version. But it sounds as though you have a BT type Smarthub 2. If that's the case, you could ask EE to supply you with their own hub - or you can buy one online for around £20.

[XRaySpeX]

Simply, the EE ATA's connect with the EE router over DECT, just like cordless phones. The EE router incorporates a DECT base station. Hence they work. Generic routers will not incorporate a DECT base station. Hence the ATA's won't connect to them.

[garybs29]

And why do people think EE should support every combination of 3rd party equipment out there? It's much simpler to supply something that works with their equipment only

[Brian160]

Many of us avoid Apple products because we dislike the 'walled garden' approach. BT and EE have done exactly that with their digital voice service. Many of us have been using privately owned routers for years without problems and the only reason we are using the EE hubs is because that's the only way of retaining our phone service. We feel forced into the BT/EE walled garden. That's all very well, but the EE hubs are a PITA for all but the most basic use. The UI is horrid. The firmware isn't stable. Being forced to use the EE phone app for changing settings is dire. I cannot use the app at all and EE technical support can't or won't help. I was pushed very hard by BT/EE to move to EE and lock myself into the walled garden and I have had more trouble in the last six months than in the previous 25 years. The digital voice service could easily be turned into something good that works with all routers - it just needs a little box that has a telephone socket and a way to connect to my LAN either wired or wirelessly. That box is currently built into the EE hubs but it should be easy to take it outside. That would enable everyone in the country to have a BT digital voice service while continuing to use their own equipment and being able to choose their own ISP. I understand why they have gone down their own route but I think in the long term it will prove to be a bad decision that will be hard to reverse.

[ChipDriver]

I thank those who have replied and the solutions offered. 

In between posting this "question" and looking at the replies, I also did some further digging for more imformation. I also identified the DECT thing. I was about to splash out on a DECT capable router but given the additional detail (I was not aware of), I'll now abandon this.

That agents seem to be clueless about this is one I agree with. They have effectively fed me duff information.

I've tried putting my own router downstream of the BT one. My results were not good.

I do have the BT version of the SH2. That there is an EE version is something I was not aware of. After posting this I'm going to investigate this further. £20 is a small price to pay if it allows me to dump the BT SH2.

I don't and never would expect BT / EE to support every bit of third party equipment. That is totally unreasonable. But if they supported just one that would be a bonus - At least the consumer would then have a (very small)  range of alternative kit to select from.

Once again, thanks for the replies.

[XRaySpeX]

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@ChipDriver wrote:

I do have the BT version of the SH2. That there is an EE version is something I was not aware of. After posting this I'm going to investigate this further.

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It's called the EE Smart Hub (2023) (model SH20A).

[ChipDriver]

This was a good hint.

I did a lot of digging around the web but could not find the specific model identified - not even on the EE site. So I called them. It was a long and friendly call with a sales agent. It took some time to establish that they don't sell the EE Smart Hub Pro outright. It only comes as part of a package that will cost you at least an extra 20 quid a month..... er, no thanks!! It also transpires that they do not like the BT Smart Hub 2 and are "seeking" to swap these out. But for what they would not say, or when. So I went to trawl the web again...

There are adverts on the web for a "Smart Hub Pro", and prices are reasonable. The specific model on sale from numerous outlets is the SH40J. I now have one. And it works fine, even supporting voice. I've not had a chance to "look into" an SH20A so I don't know what the web interface looks like. The one in the SH40J is very similar in appearance to that found in the SH2. And just as clunky. But as a bonus, you can select from two suggested IP addresses / ranges or have a custom setting. I can now go back to my original preferred IP settings. Happy days. Bye bye SH2.

[Brian160]

If you buy a hub from a third party, EE won't know you have one. So you won't get automatic firmware updates or be able to control it from the EE app. EE can control which hubs are in or out of the firmware upgrade pool. I wonder whether they would be prepared to add privately purchased hubs.