So back in May are contract finished with EE for Broadband

[PUGSS]

So back in May are contract finished with EE for Broadband been with them from the start through all the buyouts going right back to the Freeserve days. So on the  EE site  website it give the available deals but they all said no phone line from that point on on the packages so that's it we have to lose the phone. Absolutely no place on the EE site does it say you can keep it if you phone them. [ At the time and still lots on line and in the press about it being the end of phone lines] we have only just found this out now 4 months later we could have kept a line and just plug the phone into the router afterwards if we had called them. To get a line back we have to get a new line put in by BT at a huge expense what a joke if it was not going to cost so much to cancel the contract I would leave now. So to anyone at management level in EE may the  pox thousand horse fly's infest your underwear.

[XRaySpeX]

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@PUGSS wrote:

So on the  EE site  website it give the available deals but they all said no phone line from that point on on the packages so that's it we have to lose the phone.

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It says nothing of the sort! It just says "No home phone required". That doesn't mean you can't add a home phone service to the BB plan; it'll be a digital landline. All the plans except the 1.6 Gig Full Fibre may have a digital home phone service.

Now with digital no new physical line is put in ("at a huge expense"). It all comes over the BB as VoIP.

Which EE BB plan are you on? What EE router do you have?

[PUGSS]

There was no option to keep the Phone line part at that point taking up a fibre offer at the point of setting/buying it on the site or I would have taken it and I would still have a working land line now. The router as you ask is the same old one a black smart hub must be getting on a bit now 8 or 9 years old or so that came when EE took over from Orange was it or Wanadoo  Freeserve God if you track it back long time customer of 34 or 35 years that makes me a real old customer I was around for the birth of the internet and dial up JANET in the 80's. built my first computers in the 70's so I know a little bit. And the fibre well its not really is it as it don't make it all the way to the house same old wire coming in the fibre box is down the road  some place so its just a wire from there to here so its not really Fibre yes its faster and you get the speeds that are quoted so I'm happy with that but its pushing it down an old wire is it not. so call it 50/50 fibre.

[Mustrum]

@PUGSS  it is unfortunate that you had not discovered this public forum before you renewed your contract, we may have been able to offer a solution.

The move away from the old PSTN network has not been handled well for many, but there has been a trend away from home lines for a few years now.

In the mean time if there is anything we can do to hep do let us know.

[PUGSS]

Sorry  I cant tell you the Fibre package I'm on as I cant see as for the most all I get on the website most of the time is

 a phone call is not alot of use if you are deaf 

Sorry, looks like a technical error

[XRaySpeX]

It was here:

 I think 8 or 9 years ago you would've had the EE BrightBox 2.

[PUGSS]

The needed information should have been on the website with the Tariff's but it was not at the time I'm sure or I would have seen it. And I cant get on to the site to see if its been put there now as I just get the  sorry ring this number Sorry, looks like a technical error

As said I'm near deaf now so ringing a phone number is of no use to me and if as I've been told it could have only been setup on the phone back then it would not have been possible l for me to do on a phone at the time or now anyway. 

[Peter_W]

Good morning @PUGSS.

Welcome back to the Community!

I really do get your disappointment if this option wasn't offered at the point you re-contracted, and I definitely want to ensure we help point you in the right direction to review all your options moving forwards. 

To get your account checked over you would normally need to speak with our team directly over the phone, but I appreciate this isn't going to be an option that works for you.

We do offer a number of services to help customers that struggle with their hearing though, including BSL and text relay.

These services help you connect to a member of our team through an assistant in the middle, and ensure you can get in touch with any of the departments we have available over the phone.

Peter

[Fuseonic]

This is another case where because they don't care about Legacy EE Broadband customers having a good experience nothing on the website really works. Upgrading as a legacy customer takes you through a different flow on the website and offers different packages to what you get as a new customer signing up now, which AFAIK doesn't offer a landline because digital voice is only available on new EE. We're pretty much a year into them offering new EE and they still haven't worked out how to handle legacy EE customers upgrading and just seem to shrug their shoulders and say well maybe at some point we'll have a solution.

I would suggest making a complaint as its about the only way you can contact EE without needing to phone them - https://ee.co.uk/help/contact-ee/complaint. They have chat via the EE app, but yet again they can only support accounts with new EE broadband and not Legacy EE broadband.

[PUGSS]

As you say they treat new customers far better but it's to late now all I can do is get out as soon as I can with as little expense as I can as this has cost me to much already and waisted hours of my time and other peoples having to try and ring for me I'm dun with it.