Faulty EE Digital Voice Phone

[Blair54]

I have a faulty EE Digital Voice Phone which I have trying to resolve through the EE helpline for a number of months now with no avail, as a last resort EE said to get a corded phone (rather than wifi), I went to the added expense of this and it works fine.
Without going into too much detail I contacted EE Store (where I purchased it in June) and asked for a Returns/Fault Ref to return.

They told me I had to contact the manufacturer (BT.helpdesk@sgweurope.com or Phone No 0800 1456789 for a returns reference which I did and they refused to deal with it as they say they do not make this phone.
I am at a loss what to do now, as EE says the EE Store is now closed and cannot supply a replacement Phone,

I have got back to EE store at enquire-store@ee.co.uk but have not heard back as yet, but surely it is the retailer in the first instance to deal with it rather than me having too contact the manufacturer.

Does anyone know the Manufacturer of an EE Home Phone Plus (HPRZ) it says on my Invoice the manufacturer is EE.

I appreciate that the Forum will not be able to sort it out, but has anyone else had any issue returning this type of phone.

Thanks,

[XRaySpeX]

The EE Store for its existing custs should be dealing with it.

[Blair54]

Thank you for your response, I have contacted ee store online, (who I purchased from initially) who then passed me on to BT.helpdesk@sgweurope.com and they then told me to phone the number on the base of the phone, which I did, they said they couldn’t help as I need to go back again to them and get a Returns No.
So I have been in touch with everyone and now I am back to square one.

Just impossible to speak on the phone to the online ee store (apart from e-mail), I suspect that these type of phones have gone faulty so many times, as now you cannot buy them now.

Thanks

[Schockwave]

@Blair54 , here are ways to return an item that is faulty, might help:

https://ee.co.uk/help/orders

[Blair54]

Thanks for the information, but I cannot return the faulty phone for a refund without a returns number/ref which is what I have difficulty getting (see original post)

Thanks

[JimM11]

@Blair54 This is you best route, fill in the details and submit!

Fill out our complaints form | Help | EE

[Blair54 · Accepted solution]

Thanks JimM11 appreciate the response, will try that and see how it goes, will report back with result either way!

[Blair54]

Thanks Jim, received a Returns Reference at last after numerous e mails, so thanks to all for advice, so did not require to fill in the complaint form thank goodness!
Blair 

[Blair54]

Update: I appear to have resolved the issue with my EE Digital Home Phone Plus, after on the phone and text to EE about the issue for a total of about 8 hours over a couple of months, and after numerous factory resets and many line checks by EE and OpenReach I finally gave up and tried to arrange a refund for my phone, which I eventually managed (see previous posts).
The issue I had was that when you called the phone (only on some numbers) it did not ring but showed up on the phone display OK, if you seen the display lit up you could pick up and answer as normal. (I see that some previous Community members had this issue also). As one of the numbers that did not ring was my mobile I was able to carry out my own tests without asking anyone to phone me to see if it worked.

Anyway, it appears that when I changed from Ringtone 1 to another Ringtone (on the incoming phone number on the EE Digital Home Phone)  it resolved the issue, and this is the case so far. So if anyone else has this issue give it a try, as it worked for me so far.

Disappointed that I had spent hours on the phone to EE and they weren’t able to resolve this, it couldn’t have been on there script! It is time they added it now.

Hopefully all makes sense, if not get back to me.

Blair

[JimM11]

@Blair54 Guess you never thought to post that up at the time when you had the issue! Software compatibility issue would be the suspect and you can get EE to fix that for you!