Commencement of service for digital home phone

[kelpie]

I am awaiting my digital home phone service to commence after moving from Plusnet. As a registered vulnerable user with poor mobile phone coverage, I need a working phone for safety etc. Can commencement of my service be done with some urgency please.

[Christopher_G · Accepted solution]

Hi @kelpie 

Welcome to the community.

I appreciate how important your landline service is for you. The Digital Voice service will be activated at the earliest possible opportunity. If your broadband is activated already, you may get some benefit out of using WiFi Calling to keep you connected in the mean-time.

This EE YouTube video talks you through connecting your Landline, if it hasn't been done already.

Please keep us updated with how everything's going.

Chris

[kelpie]

Still no phone. Please get this sorted without further prevarification!

[Peter_W]

Good morning @kelpie 

We recommend it can take up to 48 hours from when your broadband activates for the digital home phone service to activate too. 

When was it your broadband initially activated, and just to be sure have you connected your phone to the green port on the back of your Hub?

Peter

[JimM11]

@kelpie It's worth you have a check for all the DV service side, that is outgoing calls, incoming calls and also mobile/landline for both. If you have a mobile you can check, if dial tone with your Landline connected into the back off your EE hub, some parts may just kick in before others....

[kelpie]

My broadband was activated on 20/5 and works ok. EE emailed me 20/5 confirming broadband was ok, but the Digital Home Phone was 'not quite finished'. Since then nothing from EE, so i've assumed its not ready, so I haven't connected anything, as i know nothing about IT etc i'm reluctant to try. however if i ring my landline from my mobile i get the usual ring tone. my worry is that i have chronic illness/mobility problems & poor mobile reception so its not good to be without a landline, its very difficult to do very much without a working phone line when all EE emails are 'no-reply' and theres no webchat.

i've made an official complaint to EE and will escalate with ofcom if necessary.

[Peter_W]

Thanks for the update, @kelpie 

I would definitely recommend connecting your phone to the green port at the back of your Hub and giving this a test. 

You can find instructions on everything you need to know on how to get this sorted here:

Set up your Digital Home Phone service | Home Phone Help | EE

Please let us know how you get on, and if things still aren't working from there we can look into getting this escalated.

Peter

[kelpie]

Peter, thanks, the phone connected and is working ok although EE have not
updated on their last message telling me to wait a few days.
ih

[Peter_W]

Thanks for the update, @kelpie

I'm glad to hear that everything is working now, and thanks for taking the time to come by and let us know too!

If you have any queries in the future please feel free to stop by and let us know, too.

Peter