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?

[slipperof73]

Similar issue , I have Digital home phone but was Shocked when i got the first bill (28p per minute!!!! ) , Tried to contact EE to remove Digital home phone but after a 2hour phone call i am none the wiser as to how to cancel it !!!!!! , Shocking company to deal with 

[JimM11]

@Moose__UK What service do you have currently from EE, if it is a FF product then getting the Pro router should not have been an issue, unless EE decided not or you wished to not PAY the extra £10/month to have it, the Pro routers only work on a pure Fibre only product and can be ordered with select product's.

As there seems to be some kind of mix up with your account, and manager approval seems to be the only way forward that's a definite EE hang about we will get it sorted or let it slip again and again, all you can do is try to keep on top of it, no success then list it all on the complaints form. If you have an open order that has not completed, have a look on your account you may see it.

[Moose__UK]

Hi @JimM11 

I have FF 900 Full Works. Happy to pay the £10 extra and also happy to pay to increase to 1.6Gbps (OR installed the 2.5Gbps ONT when I moved).

No open orders on my account. The last closed order was from 20th December when a booster was sent out to me.

[JimM11]

@Moose__UK If you do indeed have the Plan that you indicated, then everything that you have is current for the plan.

If you have addons, for DV or for EE TV then you cannot get the d) Busiest Home Bundle e) Made for Gamers Bundle.

[Moose__UK]

@JimM11 

Totally understand that my kit is current. The issue is that I don’t want DV anymore as it simply does not work with the SHPlus, and I have replaced them with a VOIP service from Vonage.

The idea of upgrading to the faster speeds was so that the DV would be cancelled as EE seem to be struggling to remove it from my account due to the “error” that is on it.

[JimM11]

@Moose__UK When you setup the Vonage VOIP service, did you move the current landline number over to them, or does EE still currently have that particular number.?

[Moose__UK]

@JimM11 Brand new number with the Vonage service. EE still have full control of my DV LL number.

[JimM11]

@Moose__UK You are hitting all the goalpost's unless you have some kind of special deal on the DV landline then cannot see any reason why EE do not respect your request and cancel the service, produce the final bill for DV and carry on with the Broadband as before. Not as if you will not have to re contract anyway when you go to 1.6Gb/s service, if it is available and EE are supporting so.

[Moose__UK]

@JimM11 This is why I’m stumped why it’s an issue! When I look at the DV voice on my account, half of the options are missing like call barring and so on.

Will call CS back Monday or Tuesday and post whatever update they have.