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 Understand your frustration, but there is a complaint procedure and the terms and conditions, they are all in the help section if you do wish to go find them. Good luck with the appointment may be they will manage to sort it all out on the visit.👍

[phoneuserjohn]

I do hope that the BT engineer can sort it Jim

Since being transferred over to E.E. the one thing that concerningly really stands out is the very low level and product knowledge and technical knowledge those answering the phone have.

[JimM11]

@phoneuserjohn Cannot really comment on any of that as have not experienced need for EE CS help regarding issues, will take everyone time to get up to speed regarding BT and EE products, know that the coming together is throwing a few spanners in the works at present.

[XRaySpeX]

That's not a formal complaint but a "Letter before Action".

[graplant]

Hi John, I had all your problems no phone or wifi for several days. Luckily my daughter was an IT technician in her previous life and was on her mobile to Thomas for several hours eventually wifi was up and running. Also an engineer appointment was arranged.  I filled in the complaint form on the EE web site and had an answer on my mobile within a couple of days. Compensation was paid and a disc sent to me to extend the reception. Also several adapters were sent to me but I purchased 3 digital phones from them and an engineer visit to set them up. However I have one phone in my office that fades and comes back and also distorts the voice. I have been sent an adapter so (in theory) I can pair it with the router and fit one of my ex landline phones into it for better reception. I am still trying to get it to pair up with the router though. One conversation I have had with EE is that although I now have super dooper fibre because the house is fairly old, built in the 1930s  and has thick stone walls  it's highly likely my reception will be awkward.  Fill in the complaints form John to start things moving.   

Best of luck

Graham

[JimM11]

@graplant If your digital phone struggles to reach the router, then it is more than likely that the DVA will have the same problem from the same location. HTH

[graplant]

Forget that making a complaint is not in your nature John and fill in the EE online complaints form. Easy to do.

[XRaySpeX]

@graplant : Much water has flowed under the bridge since Aug. 2024.

[phoneuserjohn1]

Good Morning Graham,

                       Thank you for taking the trouble to respond to my issues, pass on your own experiences and advice me accordingly.

As a result of my own problems I have now become a lot more knowledgable regarding what is now taking place within the UK communications industry and I would not dare tell you, within a public forum, all that I have discovered. Amongst various issues there is no doubt that the whole digital voice saga is a huge retrograde step that has been created for no other reason than to generate even bigger profits. 

Like yourself I was lucky enough to connect with someone who had a complete understanding of how E.E. were structuring digital voice and they managed to get my landline operating to an acceptable standard, albeit nowhere near as well as the old copper connection. That's progress for you.

Whilst I continually read on this forum and others hundreds of responses from very knowledgable and helpful people, the truth of the matter is that the great majority of users would have no idea what most of the respondents are talking about with the use of their in depth technical terms and acronyms etc. It's almost like expecting a car driver to fully understand how his engine management system works.

Amongst my wide circle of friends I only have one who has now been connected to digital voice. They were very lucky. They were only without a landline for three weeks. Again great progress. The remainder of my friends have no idea what I am talking about when I mention digital voice, which may be a good thing as hopefully when it comes to the point when they are forced to change over their provider may have already fixed many issues. If most of my friends came onto this forum in the event of needing help they would simply find most of the responses nothing but gobbledygook. 

Life should not be this complicated.

Once again Graham thank you so much.

                             Kindest regards,

                                                        John

[graplant]

Tried to pair the adapter several times but failed. I assume the router is too far away from my office. I'll keep trying as the 3 digital phones we have are nowhere near as clear as landline phones.  Another thing small but annoying is that the digital phones from EE do not have a dialing tone. Silence when you pick it up to call someone. 
regards
Graham