Dialling tone keeps going on digital home phone

[Nick_2811]

We've had broadband and digital home phone for c1 year now (was BT before so just migrated over)

Phone has always worked fine until about a month ago - no dial tone so cannot dial out

You can ring it but rather than it announcing which number is calling like usual, it just rings and then if you answer the line is just dead

We had our AV installers out and they tested everything and couldn't understand it - eventually a Smart Hub box reset fixed the problem and the dial tone came back

BUT - it seems to go back into the same fault after about 24 hours and it isn't a good solution to have to turn the Smart Hub off and on again every time it stops working

Wondered if others have seen this and if so whether there is a simple fix or if it might need a new hub or something more fundamental than that?

[Nick_2811]

I think we have a similar problem - so intrigued to follow this to see if resolved

We've had broadband and digital home phone for c1 year now (was BT before so just migrated over)

Phone has always worked fine until about a month ago - no dial tone so cannot dial out

You can ring it but rather than it announcing which number is calling like usual, it just rings and then if you answer the line is just dead

We had our AV installers out and they tested everything and couldn't understand it - eventually a Smart Hub box reset fixed the problem and the dial tone came back

BUT - it seems to go back into the same fault after about 24 hours and it isn't a good solution to have to turn the Smart Hub off and on again every time it stops working

Wondered if others have seen this and if it is the same as Jon's fault above?

[JimM11]

@Nick_2811 Text PHONE to 66033 and have EE check it out!

[Nick_2811]

Yep - did that

Says it is fine as broadband is coming in totally fine and no fault on that

The issue is that in order to get the phone back you have to reboot the hub

Then it is fine for a bit and the bot thinks it has done its job. Until functionality disappears again shortly afterwards...

[JimM11]

@Nick_2811 Then text GUIDE to 66033 and expect them to call you back! The only time that the Digital Home phones if that is what you have got seems to be major problems when the rechargeable batteries are going bad!

You don't per chance also have a phone plugged into the back off the Router that you can use to see if the signal is getting in/out that way also!

[Katie_B]

Hi @Nick_2811. 

If texting PHONE to 66033 reports no problem and you are still experiencing this I would recommend getting in touch with technical care who can run a further diagnostic. 

Please keep us updated here on the community following your call. 

Katie

[Nick_2811]

I've just texted them

It definitely isn't the phone - we replaced the batteries and even bought a new version of the same phone. Our AV people had one of the BT grade test phones which they plugged directly into the back of the Smart Hub and that had no signal either

Rebooting the hub works but then it fails again - it has just gone again so I'll try the Guide approach and see if they can help

[JimM11]

@Nick_2811 That's the way to do it, was reported as an issue way back, and alleged to be sorted with FW updates so has not raised it's ugly head for a while now, could be your line, software on your account etc and as @Katie_B points out get back in touch so way to go!

[Nick_2811]

That’s exactly what we have. I’ve had 2 calls with EE support. First one was useless but second one with a guy named Michael has felt more positive. I’ve been sent some a home phone plug in extender and waiting for a call back to tell me what to do with it. Annoying now. Resetting the smarthub2 makes it all work again but then it goes again

[XRaySpeX]

@Nick_2811 : You plug the home phone plug in extender, aka ATA (Analogue Telephone Adapter), into a power socket & plug the cord of your analogue phone into it. Then you pair it with your router by pressing WPS button on the router & the button on the ATA.

However if the phone isn't working when plugged into back of router I doubt it'll be any better with the ATA.