Four calls later, still stuck with Digital Home Phone

[Moose__UK]

I moved house back in November and had issues moving the Digital Home Phone. Service on it had been patchy in my old address, but I didn't have it for long before my home move.

After some work, EE managed to get the phone live in my new property. Issue I had was that the phones (EE supplied DECT phones) would ring and dial out, but no-one could hear anything. I couldn't hear the person on the other end of the line and they couldn't hear me.

After some searching on the forum, I figured it was because of my Smart Hub Plus as many users have reported issues with this device and Digital Home Phone.

I called EE and asked if I could order the new Smart Hub Pro, as users had reported that this fixed their issues! Instead I was told I wasn't allowed a Smart Hub Pro, and was sent a second booster (the boosters in my house seem to just kill all WiFi for some reason). I plugged the second booster in and no difference, still had to do the fix of restarting the hub to get the phones to work any time I wanted to make a call.

Called EE again in January to cancel the Digital Home Phone, as I had decided to get a VOIP service from another provider due to not being allowed a Smart Hub Pro. I was informed that there was an error with my account, and the offline team would have to fix it. It would be sorted in 10 days. (Phone call was close to 2 hours).

Waited 3 weeks, bill arrives with Digital Home Phone still on there. Call EE again (another close to 2 hour call) to be told that there was an error on my account and that the offline team would fix it. Check in 5 days and call back. Put through to complaints, who told me I'd hear back from someone (never did).

Another week passes. Digital Home Phone is still there! Call EE and ask to be upgraded to 1.6Gbps (heavy working from home and multiple streaming devices, etc) as this should come with the Smart Hub Pro and cancel my Digital Home Phone as the top packages don't support the phones right? I'm told I already have this package and hub (I don't), and an error has been found on my account! I'm on and off of hold as various departments are contacted. I'm told I'll get credit for the 2 months it's taken to cancel the phone and they'd order a hub. After close to 2 hours, I'm told it's being passed to a manager and to expect a call next week.

I'm stuck with what to do now. Anyone else experienced similar? If so, how did you proceed?

[Mustrum]

@Moose__UK  If you had transferred you EE do number to Vonage that would have stopped the EE DV service.

Is that an option for you?

[JimM11]

@Mustrum Vonage are fairly fussy with number change, and the status of EE it;s not even sure what/where at.

Keep Existing Phone Number
If you've had your home or business phone number for a long time, you may be keen to keep the same number when you join Vonage. Fortunately, Vonage can arrange the transfer of the majority of existing UK landline phone numbers by porting the number over.

Which numbers can be transferred to Vonage?
If you have a cable broadband connection (eg Virgin) you can keep your existing number. If you've got ADSL broadband (eg BT, Sky, TalkTalk), the process can be more complicated but in the majority of cases, your existing number can be transferred.

How long does the number transfer take?
The process can take between two weeks and a month - it is important that all the required information is provided speedily and accurately to avoid any delays. In the interim, you will effectively have two phone numbers to use, your original landline number and your new, temporary Vonage number.

When I get my Vonage number, should I cancel my old phone service?
No. Your original phone service needs to be active for the number transfer to take place, and if it is cancelled, you will lose your original number. When your number is transferred, your original service will automatically be cancelled.

[Moose__UK]

Just an update, I know it's been a few weeks!

After numerous other calls to EE, I was promised credit for the months that I have been trying to cancel the home phone service. Again, this guide ran into an error and passed my case over to the offline team. A week later, I receive an SMS saying that my account is fixed and to call back if I want to still cancel.

Called back, explained my journey so far and the phone service was removed! I then queried the credit, which was brushed under the carpet until they had tried to upsell me on what I already had. Was told I could upgrade to the 1.6Gbps gamers bundle! Was then told actually, no, can't be done as there is now an open order on the account to cancel the home phone. I would receive a call back on the Monday from this guide to complete the upgrade.

By the time Monday evening comes around, I call EE myself. Speak to a guide who tells me the only way I can upgrade is to cancel my contract and take out a new one once the connection has been cut. This isn't ideal, as I will then have no internet connection for work and other devices (all TV is Sky Stream). Guide says "just use your hotspot for a few days", which I found unbelievable! He then says I could just buy my own mesh system if I want WiFi 7... I mention to him about early termination, which he informs me that there won't be as I am out of contract. I say forget the upgrade for now, how about the credit I had been previously promised? He puts me on a long hold and returns to say, "give it a month and see if you get it". I then terminate the call.

I then sit and think about my service to date and the fact I am out of contract. The following day, call EE to cancel everything. The guide asks why I want to leave, so explain that I want the 1.6Gbps pack and that if I can't have it, there are providers at my property who can provide me that (along with ones who do 2.2Gbps simultaneous!). I'm put on hold for a while, the guide returns and says that because I moved house in November, I'm now in a new two year contract! I certainly am not and that was never explained to me when I moved house! I'm put on hold again, when he returns this time, I'm told there is a fault on my account and they can't cancel it. Again it has been passed to the offline team!

I feel I'm absolutely stuck with what I can now do.. There must be a simpler way to handle all this that 2 hour phone calls multiple times a week?

[JimM11]

@Moose__UK Would go look at the house move, it generally is a new 24 month commitment to the EE broadband unless you are 100% sure that did not happen or was applied. 

[Moose__UK]

@JimM11 thanks for the reply. I wasn't told about the 24 month commitment after the move and was not asked to sign anything either. In app, my end of contract date has also remained the same as when I initially moved from BT to EE at my old address.

I'm guessing because it's an old BT account, something somewhere has gone horribly wrong in their systems and no-one can view or amend anything. Whenever I try and look at anything online regarding changing my package, renewing, adding WiFi enhancer, I am hit with the "Sorry, something went wrong our end!" errors.

[JimM11]

@Moose__UK Is that the same if you try to look at the BB Plan, that's the only area where you will see the end date! Take a look at the legal bit!

How to move home with EE | Broadband Help | EE

[Moose__UK]

@JimM11 yes, when looking at the broadband plan. The phone plan was rolling, so never displayed an end date.

My end date in the broadband plan is the date I was expecting it to be, which is why I was surprised when I was informed I was out of contract. It's just infuriating that I cannot upgrade to anything, not even the hub!

[JimM11]

@Moose__UK It sound's like the computer say's NO so your hitting the head off the brick wall!