New router for digital phone

[HB73]

Hi.  I was sent a new router in February  as the landline was now digital.  To date I have had 3 routers, two adaptors and three engineer visits. I have spent over 15 hours on landline - when it works - trying to fix problems. It is an intermittent fault but most of the time doesn’t work properly. The television either buffers or asks to check network connection. Sometimes takes 20 attempts to phone out on landline - messages saying line out of order or unrecognised number or not available. People ring me on landline or mobile but phones don’t ring but sometimes says missed call when I’m standing by phone! The PC and air printer won’t work, the iPad buffers and very slow and takes multiple attempts to pay bills and access online banking.  I have been advised to change phone batteries, passwords reset numerous times, unplug and plug in, reset to factory settings. My security cameras are offline and  communication via mobile and landline not possible most of the time.  Has anyone got any advice? Everything fine on the old router but apparently have to have this one for landline.  Many thanks.

[XRaySpeX]

Which EE router & at what f/ware level is your router? There is a known issue with 2 of EE's routers whereby the WiFi is flaky. It is being investigated by EE who are starting to roll out a f/ware fix for it. See Fix problems connecting devices to your Smart Hub Plus or Smart Hub 3's WiFi which suggests some workarounds.

The above would be apart from your landline issues.

[HB73]

Hi. I have Smart hub 6 plus. On number 3! I have complained to the Communication Ombudsman in desperation. 

thanks

[XRaySpeX]

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@HB73 wrote:

I have complained to the Communication Ombudsman in desperation. 

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So you have had a complaint in with EE that has reached a deadlock or gone over 6 weeks? You can only take it to EE's ADR provider after you have made a formal complaint to EE & you don't get satisfaction after 6 weeks or come to a deadlock. See Complaints code of practice and here is the Complaints Form .

[JimM11]

@HB73 Can you say if you are still also connected to a copper line or now on a full fibre connection?

Your old Hub, if you know what one you had previous would also be handy to know the type/model....

[HB73]

The landline now digital as they are doing away with copper lines. That’s why I have this new router and  that’s when everything went wrong!

[JimM11]

@HB73 The landline is DV Digital Voice, it is delivered in TWO methods, ie still over the copper phone line that a EE hub plugs into via the OR Master Phone socket, or OVER a brand new Full Fibre upgrade, Trying to find out which applies to you!

IF you have now gone full Digital Full Fibre connection, did your EE Hub get moved position, and also WHAT hub did you have before....

[XRaySpeX]

@JimM11 was asking about your BB, not your landline. You can still have part Fibre BB (FTTC) with a digital landline. Do you plug your router into a BT phone socket or an OR fibre ONT modem?

[HB73]

The router goes into a normal plug as did the old white router. The phone is in kitchen where it’s always been but into an adapter. Everything affected by my new router  - tv, iPad, PC, LANDLINE, Alexa, air printer.

[JimM11]

@HB73 Then there is going to be some extra questions asked off you now regarding your opening post....

1. Is the home wired with additional landline phone connections for extensions etc. Because you say the phone is in the Kitchen i would say you have additional Extension cable wiring......

2. The Engineers that visited were they from OR Openreach or sent on behalf off EE to do checks.....

3. The remote DVA that is the Digital Voice Adapter, it has limited range for operation, do you also have a phone connected into the back off the EE Hub, if so do you get the same NONE ringing effect with BOTH....

4. The EE Smart Hub 6+ for operation, as you seem to be having issues all over the place and with all different types of connections, is there ANYTHING that you can say is working well when connected?

5. The EE Hub connection to the Master OR Phone socket, what type of Socket do you have, split dual port RJ11 type connection cable or single phone socket possibly using an older ADSL filter adapter....