Order not completing - stuck on ‘order pending’

[LettuceLeafy]

Hi, I’m a new broadband customer to EE but I’ve been a mobile customer since the start of the year. I’ve never had any problems, however when I switched over from Sky I was told my activation would be the 30th Oct with a text and email to prove. Nothing was activated and I was then told the 4th by a text message. On the 5th of November, I was finally connected when I had to call to figure out what was going wrong - no landline. I’m using my own landline phones, but that shouldn’t make a difference. My order is ‘pending’ on my EE app, and I cannot set up any WiFi controls. I had called every number I was given and was told different days for it all to be done. On the 5th a complaint what opened and was supposed to be dealt with by the end of today (8th) but upon calling up EE/BT again as I was confused why I was sent a second smart hub (they have no idea why either and told me to leave it alone), they told me that the complaint is due to be resolved on Tuesday the 12th? Surely it shouldn’t all be a lengthy process considering it’s called the ‘One touch switch’? 

Anyway, has anyone else had this problem and knows how to solve it? I wouldn’t be so bothered about landline but there is someone here who depends on it to receive calls from doctors, hospitals etc. any help would be appreciated! Thanks

[LettuceLeafy]

Can I also add - My account number for the broadband won’t connect to my EE ID, and when I try to do it myself through app and website it says it’s already connected to a different account. Also to add - SmartHub Plus SH32B model F5394-P Full Fibre 150, Digital Home Phone. 

[JimM11]

@LettuceLeafy Have you plugged the landline phone into the back of the EE Smarthub+ Router on the telephone jack connection, or are you using a remote DVA for connecting the phone? Does take 24 - 72 hrs for the DV to filter through and work?

[LettuceLeafy]

Yes I did on the initial activation day, but I was also sent an adaptor so connected that up and put the landline through that I think on the 5th. I’ll put it back in to the back of the router and see if that works. Thanks

[JimM11]

@LettuceLeafy Link to the Digital Home Phone is below, click to open and you can watch the video.

How to set up your Digital Home Phone - The EE Community

If not working http://192.168.1.254 to the web hub manager, and see if the Phone below Status box is configured.

[LettuceLeafy]

Thanks for the links. It says the phone status is not in reach but says service ready. Is there a fix for this that you know of?

[JimM11]

@LettuceLeafy Do not use DV at present, but from what i know, EE have to dump all the setup controls to you EE Router that then set's up all of your digital voice service, Until that is all complete then your landline may not work, post a screen capture of the page, hide any information like SSID name etc.

[LettuceLeafy]

Yeah I thought that was the case, I just don’t understand why it’s taken so long when my initial activation date was the 30th. I’ll add a screenshot below of the phone page. Thank you for your help I really appreciate it

 

[JimM11]

@LettuceLeafy The picture takes a little time to be cleared, so will look at it when available, delay's happen can be SKY, EE or even OR if they have to move the service at the exchange end, but the day that the activation happened is the starting day not before it, and as stated 24 - 72 hrs before it all gels together, and that is if it goes smooth, the fact that it is showing in the router then the process has begun so just keep fingers crossed there is no problems. DV is different and somewhat more complicated to get all setup.

[LettuceLeafy]

Thank you for your help. I didn’t even know about that webpage, and I can’t access it on my app or the website because of the pending order. Hopefully it all works out. Thank you again