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New router for digital phone

HB73
Established Contributor
Established Contributor

on ‎14-06-2026 12:36 PM

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.

 

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52 REPLIES 52
JimM11
Community Hero
Community Hero
In response to x91

on ‎27-06-2026 01:45 PM

@x91 That would be the correct way to go about it, think the OP has established FTTC connection and 1600M of copper cable from the Cab to the home, good few splice connection points between that distance, more than likely just jobs stacked up together and copper on it's way out shortly, one just never knows what is going on with it all currently... Had a few contractor's to OR promise the earth to me, never transpired and had EE on the speed dial every two weeks or so when the sync tanked...

Had the wife bending my ear with the W T F is going on with this Broadband get back to Sky and lose this EE connection! Bad cable joint box sorted it all out!

HB73
Established Contributor
Established Contributor
In response to JimM11

on ‎13-07-2026 10:09 AM

 

The Ombudsman haven’t upheld my complaint. Can’t believe it! Until February all good after February and new router all rubbish.  They refuse to send out senior OR engineer to allow more time to investigate line. Say it must be my equipment. The BT smart hub 3 installed then the  phone line won’t work - says call this number if problems persist and you have access to another phone. Over half hour waiting on mobile and also trying to complain on line to bot. The line was refreshed and seems ok though crackly and the other end can hear their own voice echoing.

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JimM11
Community Hero
Community Hero
In response to HB73

‎13-07-2026 12:43 PM - edited ‎13-07-2026 12:47 PM

@HB73 The link below will take you to a series off old Picture capture postings for the BT Smarthub2 version you may find them helpful, If you are hearing crackling on the LINE that is just not good at all..... Best let the new BT hub settle in for a few day's and try not to be doing power off/on with it, needs 10 days stability for you FTTC/Sogea to see the hub and settle down.

Your look at the Hub should you do it, slight changes will be expected as it was all captured while back installing for a friend over in NI.

Re: BT Smarthub2 on a FTTC 40/10 split. - The EE Community