Digital Phone Adaptor

[phoneuserjohn]

I have been transferred from BT onto a new E.E. 24 month broadband and landline contract.

Up until now I have been using a BT Halo Home Hub.

E.E. have sent me a Home Phone Adaptor V2, but not a new E.E. Home Hub.

I finally managed to speak to a lady on the phone about this. She told me that I simply continue with my Halo and the E.E. Home Phone Adaptor V2 would work perfectly OK with the Halo. Is this correct please?

                                Regards, John

[JimM11]

@phoneuserjohn Once you get the phone adapter to link to the BT router, you should be able to plug you phone into the adapter. No experience of the BT Router, and your generic name of Home Hub does not help on the description. Have copied link to BT hub types if you need to see what you have. BT deem what you have is good enough at the BT - EE change, so more than likely the reason why the only sent you the adapter as required for DV now. Edit: 2nd link from BT forum may also help.

Different types of BT Hub | BT Help 

Solved: Digital Voice FAQs - BT Community

[phoneuserjohn]

Thanks JimM11,   That is really helpful.

                       Regards,

                                                  John

[phoneuserjohn]

I am now completely without a landline. My copper connection has been cut off by E.E. today and the adapter that they sent me will not programme to my BT hub. I am certain that they are not compatible and I should have an E. E. hub, but whoever you talk   to at E.E. no one knows what they are talking about.

[JimM11]

@phoneuserjohn Sorry do not understand why your copper connection has been cut off as you say, did you changeover also include going to fibre fttp install? What BT router do you have currently?

[phoneuserjohn]

Hi Jim,

I have the BT Smart Hub 2, which I am sure that they previously called a Halo.

I was on the phone for approximately three hours yesterday and eventually spoke to someone called Thomas, who after making a series of suggestions, agreed that the only way forward would be for me to have a tech expert visit. No sooner had he commenced arranging it with me and I was cut off. I suspect that by then it was 20:15 and their helpline closes at 20:00 

Quite honestly this problem coupled with being barred from using the EE website has worn be down this week.

I am now sitting here alone as my partner has had to go to her office as she cannot work here without a landline and I simply no longer have the energy to spend another whole day trying to contact EE with a mobile.

I have just spoken to my solicitor about this. She has instructed me that as the first part of any legal action I now have to compose a letter to EE outlining all of these failures in service. Upon receiving a response she told me to contact her again.

How the hell has it come to this?

                                   Regards,

                                                John

                          Regards,

[JimM11]

@phoneuserjohn Have you tried plugging in the phone to the back of the BT router? Or have you established that the BT - EE transfer has failed to bring over your landline to the DV system? 

[phoneuserjohn]

I am certain that EE  haVE failed to bring over MY landline to the DV system?

[JimM11]

@phoneuserjohn Do you need the link to the complaints procedure, certainly caused you a lot of problems with this move. 👍

[phoneuserjohn]

Thanks Jim, but I do not think so.

My solicitor has told me to initiate a formal complaint and she said that it has to be done firstly in the form of a written letter. She said that she could do it but it would cost me £250.00, but she said that I was in possession of all of the facts and details and felt more than certain that I could outline it all very clearly.

I have however now managed to get an appointment for a visit from a BT engineer. It took six hours over two days to achieve it. It is between noon and 14:00 on the 21/08/2024. So I will now await the outcome before I progress any complaint. In the meantime my partner will now have journey to her office everyday as she cannot work from home without a landline.

Making formal complaints is not in my nature and the last thing that I ever want to do. I am old enough and wise enough in life to know that besides many things it can have the effect of alienating people who in turn are never likely to be really helpful in the future.

Neither am I a keyboard warrior and therefore at this stage I have refrained from adding to the hundreds of appalling  reviews there is out there about E.E.

                                     Kindest regard,  John