No dial tone or connection

[JulieAS]

Use a landline handset, there is no dial tone and I cannot received or make outward calls. Cannot report via mobile as I do not have one. How can I get support for this issue, EE only give Help for mobile connections, cannot see any email address to make contact.

[JimM11]

@JulieAS You should not have a Digital Line without another method off being able to contact Emergency services, so how did you get on that system! Find someone with a mobile or a landline phone, look at the link, write down the number to call and do it that way..... Have also tagged EE CS to see if they can pick this up for you! @Christopher_G @Katie_B 

Contact Us To Request Technical Support for Broadband and Landline | EE

You can also try the EE/BT Router off for 5 minutes the power off/on sometimes reset's the router to kick the landline phone back into life, would be good when EE CS reachout to you also to know that it's been done!

[JulieAS]

Thank you Jim. Live semi rural, mobile coverage poor or non existent.  Was advised by BT as they were saying that land line connections are to be discontinued, referred me to EE. Raised concerns at the time. But now have problems.

[JimM11]

@JulieAS Got it, as you see i have tagged two off the EE CS support team, when they get time pretty sure they will reachout to you by PM and see what can be done, always the same when you have to rely on a DV Landline Phone for connection and it's not working, but do try the off/on with the 5 mins off does sometimes work!

Also take it you have the phone connected to the back off the Router, and that it has also worked before now?

[JulieAS]

Thank you Jim, your help is most appreciated. Did try on/off, did not resolve the issue. Still without dial tone, communicating via pc.

[Peter_W]

Good evening @JulieAS.

Welcome to the EE Community, and I'm disappointed to hear you're experiencing some trouble with your digital landline service. 

As a first port of call, I would recommend checking out our troubleshooting page for some tips on how you can possibly resolve things from your end.

If you're still struggling from there, we would usually need you to try calling up from another phone such as a friend or family member's mobile. 

You could even try our text fault checker via this option, which will run checks at our end and may be able to sort things without you needing to speak directly.

Peter

[JimM11]

@JulieAS Just hang in there then someone will reach out! @Peter_W has responded but you have no doubt seen my message back. Jim

You may just have to try an app that will sms a message to EE CS if they do not respond direct to you, linked the google one below, some do only work but wifi connected on a phone may get you there!

Google Messages for web

@JulieAS Watch for the Envelope open with a number that gets you on the PM side and @Peter_W will be opening up the dialogue with you now!

[JimM11]

@Peter_W You did read the post due to the poor non existent mobile signal rural area, enable PM to the user and reach out to them! copy to @JulieAS 

[Peter_W · Accepted solution]

@JimM11 I just wanted to highlight some of the self service options first of all as often these can solve an issue quicker than any form of contact with our team. 

I can totally appreciate it's important we get this sorted though, @JulieAS.

I'll grab some more details via private message now, and we'll be able to explore all your options from there.

Peter

[JimM11]

@Peter_W Thanks!👍