Transfer of Broadband from old EE to new EE

[MaureenJ23]

I moved to new EE/BT for fibre and kept same BT Guardian landline and number.   All worked well until yesterday.  Now only get 'engaged' tone when trying to use landline.  Still receive incoming calls.  Line into house has been checked and is OK. Have used link supplied by EE text message.  Unplugged power from modem, reset modem, unplugged power and phone connection to smarthub.  Constant green light on smarthub. So how do I fix this? My package includes 700 mins/month.

[XRaySpeX]

[XRaySpeX]

@MaureenJ23 :

1. The big black box is the Smart Hub Plus router.
2. The white box plugged into the mains is the Digital Voice (DV) phone adapter.

[MaureenJ23]

You've been very helpful in identifying equipment but why am I getting a constant engaged tone on my landline and how do I rectify it?

[Storm500]

@MaureenJ23  With Digital Voice you have Voice Mail actived by default. Try phoning 1571 to check if you have any emails. The notification of voice mails is an intermittent dial tone.

[Cotswolds3]

I sometimes get a constant engaged tone on my extension and another cordless handset linked to it but not the one plugged into the hub. An engineer came out to investigate and he said it was because my WiFi signal was weak and advised me to buy a booster. I did that but it hasn't made any difference.  I now realise that it only happens when I get another call coming in when I am already on the phone and they leave a message on 1571. However I can't use either of those phones to ring 1571, only the one plugged into the hub. I then tried unplugging the line upstairs where these two phones are situated and bingo  I got a dial tone again!!

I would like to stop 2 calls coming in at the same time but it's not possible on the old phones. I rung EE to ask them to do it their end and they said they couldn't. I live alone so don't want this facility.

[Storm500]

What type of phones are connected 

1. Plugged into the Smart Hub?
2. Plugged into the Digital Voice adaptor?
3. Are there more phones - what type and how are they connected?

What do you mean by “I then tried unplugging the line upstairs where these two phones are situated” and what are the phones and how are they connected?

With BT I think the only way to switch off Multi-call is using the settings menu on the BT Digital Voice phones. See bt-essential-digital-home-phone  or bt-advanced-digital-home-phone-with-alexa-built-in . So it could be the same with EE.

[MaureenJ23]

When I get engaged tone I can't ring 1571 either.  I regularly check for voice mail so know that wasn't the problem. However, eureka, this morning without me doing anything phone is now working after four days. I wish someone could explain this to me!! 

[MaureenJ23]

Now I am even more irate.  Reported on here yesterday morning landline was working.  Then I heard from others who had rang in the afternoon that my landline had been ringing out but no response from us.  I checked and the line is 'dead'.  Have unplugged the power, reset date and time - now about to ring for an engineer.  This is now 10 1/2 days without use of landline in a period of approx. 6 weeks.

[Neil-O]

Hi @MaureenJ23 I'm really sorry to see you're experiencing problems with your digital home phone service. I'll send you a private message in a moment so you can contact the community support team and we'll be happy to help.

Thanks

Neil

[Cotswolds3]

I have BT Graphite 2500 phones. One is plugged into the hub downstairs, the other 2 are upstairs and one is plugged into an adapter whilst the other gets it's signal from this one via its base. They are all cordless. When I say that unplugging from the adapter cleared the line when I was getting an engaged tone, I did plug the cable in again straight away. 

Is there not a way to stop 2 calls coming in at once without buying new phones?