No Landline but BB working

[CGY]

Hi All, I Have been a loyal BT customer for countless years and was eventually assimilated into the EE fold.  Part of that was the issue of a new Smart Hub, and assured would be a seamless transition.

So prior EE  had a full fibre BT package and Hub and landline. Even with the transition of going from wired connection over to VOIP and dually supplied free handsets, all things went well with no problems. Then it went downhill with the issue of the EE smart hub. Thought things were fine until we realised the lack of calls. Then noticed when we made a call would hear the dialing tone, dial the number and then nothing no ringing just a dead carrier. Would naturally do it again. Then to received a call from the person we had dialled via mobile telling us they could see we were calling but picking up the phone could not hear anything. They also tried ringing us back on the landline and the phone was ringing but we were not answering. None of which we were aware of on our end.

So calls were made to EE  and after tech helped reset the hub remotely things went back to normal. Days later we were back with no calls and a dead carrier. EE again reset and was fine for a day or so. Eventually made a complaint and this time a Lv2 tech made contact. But we insisted before he reset to call us on the landline and as a result had a better understanding of what was going on. So after a couple of weeks of eliminating what was causing the issue with a Hub change and eventually EE providing new handsets. Well for a few weeks, it looked like it could have been the original BT handsets. Now our hopes have been dashed as the same fault is back.

Have even asked could my landline go back to a wire option to be told No. Now looking at another provider (Sky) and hope their hub will resolve the issue around making and receiving calls.

Sorry for the bedtime reading but seems clear EE does not have a handle on this issue as confirmed by one of the techs as this issue is a common.      

[JimM11]

@CGY First welcome to the forum. Trust me you are not alone in the hive (no pun intended), there is a section Home Services,  Digital Home Phone if you care to go look at, all or should i say most of the DV Landline current faults by user's are posted there, forget SKY, there system of DV is just as bad, only good point older router had a full on orange warning light which is aptly named the orange light of death, new router took away the light so now just like EE in no mans land. EE are working on it as posted but no current estimates of time fixes.👍🤞🖖

[CGY]

Thank you Jim11 for this. I will certainly look at DHP around faults. Thanks for dashing my hopes around SKY but thank you again for the heads up. All I can do is keep at them but the biggest pain is I can reset and there is no time when it goes down again as I have played that game of testing daily.

The biggest kick is we only have the line for an elderly relative who is not mobile savvy. So other than a carrier pigeon or two cans and a bit of string we have to regularly call on. Thank god is local. The one thing I regret is sending back my old BT hub as I have been told would also work on the current system.

Thanks again

CGY  

[JimM11]

@CGY Have been trying hard to get a user on the BT Smarthub2 connected to the EE DV system to step up and they are very thin on the ground, or not having DV issue's. BT seemed to be the only one getting it right, and possibly you can testify to that. Currently checking my Smarthub+ on day 24 so far, just beginning to see slight slow down on web to it, nothing out of the ordinary to report, but dropped my landline because BT would not let me join them EE was the push, was sky user for 20yrs and so know of all there problems, and was well aware of EE DV issues before i joined up back in march. Did not mean to dash your hopes but if you do decide enough is enough, check all the competition forums for landline problems....🤔