Phones not working properly

[wilsonhammond]

My name is Norman. We were switched from Plusnet to EE last week. Until then, anybody answering the landline could get somebody else to pick up another of the handsets and join the conversation. Now, only one handset will work at a time. Calling 150 gets a 'number unobtainable' tone, even though the call is being made from an EE landline digital phone. The same goes for the 0330 number listed. So there is no way of getting EE to contact me to explain/correct the situation. If EE monitor this Community chat, please get in touch with me. 

[Mod edit: protecting your privacy, we removed all sensitive information.]

[Mustrum]

@wilsonhammond   this is not plusnet, no one has access to your account details.

You have not removed your personal details from previous mposts.

Nor tried from another line or mobile, suggests you line is not yet fully operational.

The function you are trying to work is unlikley to work the way you think, unless all phones are connected to the samephone port on the back of the router.

[Matt_124]

Does it work when you try to call another number from that same phone?

It sounds like an issue with your phone service, not that EE won't answer the phone. Those numbers go through to an IVR system which then directs you to the right person depending on your options, it doesn't ring through to a big phone on an EE desk.

No one here works for EE, this is a user discussion forum.

Try calling using another phone, and please try not to reply here with any more of your personal information at the bottom of your posts as you have publicly posted your full address for the whole world to see.

[Christopher_G · Accepted solution]

Hi @wilsonhammond 

Welcome to the community.

You can find all of our contact methods and information here on our Contact Us page. If you're having problems getting through, please try on another phone.

Once you're able to get through, our guides will be able to look into your problem and help get it working fully.

Let us know how you get on.

Chris

[JimM11]

@wilsonhammond To further aid, will link to you the information ALL from the HELP above regarding use and deployment on the Home Phone and Features etc.

Home Phone Help | EE

The new system that you are on for the DV now has a multi call feature, this is an ability to have 2 complete separate calls and conversations on ONE single call line, and one off the down sides is the way you USED to be able to do your old pick up and talk, to do that now and this will ONLY work if your DECT phones have the ability to do so is the pick up and join, redirect the multi handset use, so really need to go deep dive into what YOUR phones can do for the internal operation, and then again it may not even work it is a try and see operation... This would be multi style handset dect type phones, individual via the DVA's connected who would even know, most would be glad if they even work halve the time.

The Home Services then drop down to the Digital Home Phone section is a little more dedicated in that area so also may be a little more in the general topic area, but for sure do not remember it being raised as a point before BUT do fully understand what you are talking about, just pretty sure YOU are not going to get that ever again due to that MULTI call feature off the new Home Phone DV that is EE's way forward.....

Digital Home Phone Plus | User Guides | EE

Not 100% sure but it will be all tied into this Multi Call feature, and if you have to get other handset's to TRY and do also if it is EVEN possible to do so, Know i could do with my Panasonic dect hand set to get the wife flagged and pick up but she NEVER EVER answered the phone, that's a phobia or just her!

EE Home Phone Plus User Guide page 24 the auto join feature possible, leave you to work it all out just making sure you are in the ball park....

[JimM11]

@wilsonhammond Doing this as a separate entry so to take away from the confusion, i have advised before many times for how to connect from the back off the EE hub on the ATA phone connector, and use ALL off the internal wiring off the old phone connected multiple hand set's on that single line, never even thought about the multi call feature and as @Mustrum has pointed out single line operation and none off this DVA adapter use. Not going to re hash the whole thing again but as you are new and doing the (this is what we used to be able to do) etc, it may be a work around for you, just do not know what and how your home phones where all originally connected and working before the DV that you have now has thrown the spanner in the works.

If you do need this let me know, i will go find a relevant post and link it so you can read and see if it is something you wish to consider doing....

The part about the numbers not working may just be the settling in time, it is not a instant switch over 24-48hrs is the advised to get multiple paths and phones to work, the cannot press options ie 2,3,4 to get where is a KNOWN and posted many times DOES not work when a phone is connected through a DVA, and do not even know if addressed/fixed or even on the radar to be done so, as said before, most are just happy now if the stupid phone even works halve off the time...

[wilsonhammond]

Thanks - an engineer is coming to sort out what our addled brains cannot!

[wilsonhammond]

Thanks, an engineer is coming next week to sort it out.