HD Home Phone doesn't ring and ringtones aren't available on handset

[Headblock]

I recently switched from BT to EE for broadband and TV and the new EE router and extenders seem to work fine, while the TV service remains much as it was with BT. However, I had BT home phones already which are the HD models and connect wirelessly to the router, requiring you to use the WPS button to connect each handset. I have two handsets and they were working fine until the last week or two. I found out today that family had been trying to call me for several days but couldn't get through. It turns out that the handsets aren't ringing out, but will do if I press the handset volume up or down button, whilst receiving a call. In addition, both handsets report that the ringtone setting aren't available, preventing me from setting default ringtones and volumes. I've reset both handsets and the base unit and then reconnected the lot using the WPS button on the router and there's been no change.

So far I'm very unimpressed with EE, but this really needs to be sorted as my elderly mother will only use the landline to contact me.

All help gratefully received.

[Philipos]

Hi Lesley.

Thanks for the reply.

Yes it has but only since I had to restart the hub as whenever there is a power cut or the hub or WiFi pro extender get accidentally powered do I have to reconnect the extender as the connection is lost.

This morning I was having another check of the call barring etc in the home phone and no changes.

What I  have found this morning was if I delete a number in the home phone, say my mobile number, and then call the digital landline home phone it rings and displays the mobile number. Then I save the number in the home phone and then if I call again it rings. 

So I have deleted all the contacts in the home phone except my mobile number and will put them back in when I get an incoming call.

Then I remembered that there is a page on the EE app that can restrict incoming calls from, what EE call unwanted numbers and unknown numbers.  This I can't change even though I remove the ticks and the app shows "saved" the ticks are back when I go back in touch check.

I now think I have resolved this issue but time will tell.

Regarding the power cut issues that means Reprogramming the wifi pro extender I will keep exploring.

Initially when we had WiFi 7 pro I had a problem keeping the WiFi 7 pro extender connected and getting it to stay connected I spent 2 hours with an EE tech guy going through various ways to get the wifi pro devices stable.

They wouldn't connect via the app process. 

You could connect them via the ethernet cable but when you disconnected the ethernet cable they would loose connection so I went through the same process again but left the ethernet cable connected for 24Hrs then unplugging the cable they would loose the connection again.

The the same via was.

The last thing I did to get them stable (touch wood) was reset both the hub pro and the extender pro then try the wps way again but the devices almost on the range of the hub and sofar stable. But I am hoping we dont get a power cut.

Luckily I have time to play around with this to get it sorted.

If I get any further problems its go back for hopefully something more stable.

One more note, EE sent me another  extender pro in case its a range issue here.  I've tried the above with both extender hubs one at a time and both fall off when powered down or power cut and don't reconnect. 

Sorry for the waffle.

Philipos

[Philipos]

Hi JiM11.

You may have seen my other reply .

This morning I tried an old way of making your old analogue phone to ring BT ring back.

I Land line is now digital and the home phone rang when I requested call back so I tried from my mobile and it didn't 

The other post will explain what I have now done to get it to ring.

I may be calling EE CS later.

Thank you.

Philipos

[JimM11]

@Philipos EE will sell you two UPS back up systems to keep your Router and the smart wireless devices connected to ride out any power drops or brownouts, you may wish to consider those!

Battery Back Up Plus (Digital Voice) White | EE

[JimM11]

@Philipos All the old way off doing ringback etc may or may JUST NOT work on a newer Digital supplied phone line!

All services are different, so EE may have a problem when your mobile calls in, does the display show you the caller ID at the time when NOT ringing etc! EE should be able to sort it all out for you, they control the whole gambit off your phone system!

[Philipos]

Hi JiM11.

The OLD BT Ring back works ok.

The display shows my correct details if already in the home phone, but if it is not in the home phone it correctly displays the number that is calling.

I am going to give CS a call soon to see what they have to say and offer. 

Thanks again for your help.

Philipos

[JimM11]

@Philipos Are you sure that the do not disturb feature is not turned on with the handset! ie silent no ring! Or the ringer is off feature, all in the EE/BT Manual for the phone page 17!

[Philipos]

Hi JiM11.

The ringer is set at 4 on both devices. 

We have just now had an incoming call and the phone rang so I have saved that number in the home phone like the others I have now done that way. Its now just wait for the others to call.

Thank you so much for your help.

Philipos

[manjon]

I have the same problem, EE don't seem to have a clue, they have sent me a new router which did not help, I have been in contact with them four times over the last week but got nowhere, they keep telling me the phone is working, but how do I know if anyone is calling if the phone does not ring, today they left awful music playing for about 20 minutes then just disconnected the call, absolutely awful service. 

[Philipos]

Hi Manjon.

Are you home phones connected to your hub by the wifi option?

I now have the Wifi7 Plus system as the wifi7 Pro system was totally unreliable here even after visits from EE home tech experts and it failing within hours of them leaving .

But I have found that the home phones dont ring on an incoming call that has the same number stored.

I know its tempting fate but since in rolled back to the plus system things are stable and the hub range is good.

Hope this helps

Philipos

[manjon]

I am not sure which system I have, as far as I know it is the latest and most expensive, it did work with this system then both phones stopped ringing at the same time, I am just waiting for a call from EE but I don't think they have a clue, they sent me a new router that didn't make any difference, this morning they kept me on the phone for twenty minutes with awful music then just disconnected, I need a landline mostly for hospital calls.