Hello. @Christopher_G - I have been told that they must leave it alone for 5 working days and then someone from some acronym will attempt to fix it and may or may not contact me - in the meantime there is no reference or record for me to refer to, I am just waiting in limbo with a product missing that I am supposed to pay EE for. Strange way of doing things.
@Schockwave - no, this is the same phone number as was with BT and has been since he 1960s when the phone line was put in. Everything 'account wise' has been moved across and it looks on my account as if Digital Home Phone is up and running, apparently all looks fantastic — except for the fact that the hub says it doesn't have it.
@JimM11 - I have backups form the Smart Hub 2, including configuration backup, contacts backup, and a network export for reference. All useless for the Smart Hub Plus as it neither has a backup nor restore. I mean admittedly, they don't specify what is 'plus' with the router. Could mean: Smart Hub Plus, we have taken away some features.
@fennie561 - Unfortunately the handsets have nothing to do with it. If they did I would have no problems. The problem is the hub doesn't recognise there is supposed to be a VoIP Service in use on this line, despite what my account says, or the fact that I have had a working one all the way up to swapping over to the Smart Hub Plus.
@JimM11 - in regard to the billing, they have also charged me twice for the same month, in that BT billed me early September and EE have billed me late September, so I have cancelled my direct debit and shall address this manually as I simply don't have the money available to give to them twice in once month — them being BT Group, or BT and EE separately combined — I simply can't do it, so they will have to wait for their first payment, especially as I am majorly inconvenienced by their losing of one of my existing services.
I am trying to be patient, but to be honest, I am not very impressed. How hard is it to literally move nothing but basically the billing details from one computer system to another (which is what the process entails), as the services themselves are all using the same BT infrastructure it was using just a few days ago. Yet whoops, there goes the entire VoIP service and no one at EE appears to know how to make it work. They have even opened a complaint, then closed it saying: there is no more EE can do, it is now up to the 'supplier' - and I'm thinking, who are they if not BT/EE? When I asked, the question was dodged.
My unfortunate prediction is that nothing at all will happen and I shall end up simply not paying them and they can they argue that will me. My hope is that they will throw the metaphoric switch and turn my home phone back on, thank you very much.
Also much confused by how I add any add ons such as the WiFi Enhancer as there appears to be no 'add this add-on' button when you follow the links, just an informative page on how you can have this add on if you add it on. Thankfully I don't need it, but if I did… hmm. My main focus is, give me back my home phone, or you won't be getting your money — I'm not going to pay £12 a month for an Unlimited Calls package for a service you are only pretending to supply. "Well, our systems say it's okay…" except they forgot to supply it to the customer.
