Digital Home Phone: / Voicemail removal needed

[Atu1]

I need assistance with my EE Digital Home Phone (Digital Voice).

1. Voicemail: I need the network voicemail (1571) completely removed or deactivated from my line profile. Setting it to 10 rings does not solve the issue, and phone support (0330 123 1105) incorrectly told me it's impossible.

2. Call Protect: While trying to deal with this earlier, an advisor  accidentally removed EE Call Protect from my line entirely. Could a moderator please restore/re-add EE Call Protect to my digital broadband profile while also stripping the voicemail feature code from my line?

[JimM11]

@YorkshireMidge Were is the current Dect base unit for the cordless phones located, is it wired into the back off the EE Hub, or stuck into the DVA, if the later try to separate the Base and the DVA by as much distance the cord will allow, you may find the base is way more powerful and swamping the DVA's dect signal... Is your DVA just connected for an older single cordless type phone hard to work out how/what you all have connected?

[YorkshireMidge]

@JimM11  DVA goes into TrueCall, and the output of the TrueCall goes into the cordless base. Base and DVA were pretty close - about a metre apart - when in my home office so I will definately bear that in mind when I'm doing my testing. Thanks. 

[YorkshireMidge]

Thanks - that's actually one of the two options I was looking at to get rid of the DVA if I couldn't get it stable. 

The second option relates to the fact that right now, we are still on FTTC and I could elect to stay that way which will solve all the assorted issues going FTTP causes me (and get rid of the DVA), but means I'm limited to the bandwidth I currently have.   

i.e. there was an indication from EE that I would be switched to FTTP as part of the migration from PlusNet (not heard anymore yet on that part of the change).  I used to have my PlusNet hub up in my home office extended over the internal copper so everything was fine (I have a UPS up there too covering all my important kit and comms as I'm self employed and need my service for what I do).   When I got the new EE hub, I put it down with the NTE5 because the house is U/G fed and that is where the fibre will have to come in - so I could do some testing and make sure I could get service to my home office OK and then maybe look at a second small UPS to keep the ONT and hub going.   As a temporary measure,  I'm currently powerlining data up to a switch in my home office but if we have a power cut, I lose that comms of course. 

A third option solves every issue - which is to go FTTP, have the ONT UPS protected, and drop an ethernet cable in so I can have the hub in my home office again - but its a horror of cable run. 

Anyway, we're drifting onto my problem rather than the OPs but its given me some food for thought.

[JimM11]

@YorkshireMidge Because you are still FTTC connected and depending on how the home is landline wired for extensions etc, the type off OR Master socket in use, the 5c with a MKIV plate on it is way easier to do as it has filtered out voice comms and separate extension wiring points on the plate or even better getting the Regen Plate if you can find one, hens teeth can be easier to find than those, when FF Full Fibre connected gets way more easier as the AB connections can just get lifted of and no worries then. BT Link will be below once i go get that for you. See post 20....

Correct way to enable all BT sockets after Digital... - Page 2 - BT Community

[Atu1]

Thanks for sharing your experiences. To answer why a 10-ring setting doesn't work for us: I care for a relative with dementia who calls frequently. When they hit the automated voicemail prompt, it causes them  confusion.

That's why I need it completely removed, rather than just delayed.

[YorkshireMidge]

@Atu1 I see.  Would it be helpful do you think if the VM message was at least personalised to your voice? 

https://ee.co.uk/help/home-phone/manage-use/voicemail

We have a relative we look after too but we took a slightly different approach where we are trying to keep her using her Doro Mobile as long as she can and calling us on our mobiles too.  The Doro has an emergency button on the back which will call our mobiles if she holds it down for a few seconds so even if she starts to struggle with the phone itself due to her sight problems, she knows she can still get to us.  She has a landline too but that is mainly used for incoming, and as a backup if we can't raise her on her mobile.  

[JimM11]

@Atu1 The information EE gave you is there standard response now ""and phone support (0330 123 1105) incorrectly told me it's impossible."" so it is NOT incorrect it's a flat out refusal to do so, will tag @JordanTA the product specialist, so he is informed regarding your situation... When he does get time/is working not day off, expect he will reach out, also @Leanne_T notified for you.... If you need more then the link gets you them all.

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[Alex_H]

Hi @Atu1 

Welcome to the EE Community

We can confirm the advice provided during your call was correct. At the moment, it is not possible to remove voicemail from a Digital Voice line. We understand your concerns regarding your particular situation, and we have fed back your experience to the relevant team.

Alex

[JimM11]

@Alex_H Thanks for the reply, it may be worth getting @James_B to consider pinned post too many times it's getting raised and missed....