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]

On the home phone plus try this.

Menu, settings,sounds,ringing, external call.

Then the display should show Ringtone 1 etc an ringing.

Another thought, try calling your landline/homephone plus and it should display the number and ring, you can choose at this point what ringing you want. if so save the number and try calling again and it should ring . This is how I got ours to store the numbers as if I put them in first they did not ring only displayed the name that I stored in the homephone.

I had the expensive top of the range Pro system. I sent it back as it did not do as advertised. 

Philipos

[manjon]

Tried that, no luck, I have just come of the phone to EE, I got through to the most clueless person ever, she kept insisting that I need to connect to the hub by cable, I couldn't get through to her that it was already connected by WiFi, she then told me to change the batteries on the phone, again couldn't grasp it that they charged up by a phone base connected to the power, she then suggested that I connect the phone base directly to the hub, again told her that was not possible, she finally told me everything was working at her end so suggested I order two new phones, I told her that was not an option, that the agent on Friday told me it was a software problem and would be fixed by Saturday afternoon, I asked her to put me through to someone who had a clue about digital phones, but said that was not possible because as far as she was concerned everything was working, I gave up, it is costing me £18 a month for a service that doesn't work as it should, very frustating.

[JimM11]

@manjon You are not connected the the EE Hub on any wifi to it so you are aware, if you are connected and using the EE Hub with the Advanced Phones then it is via a separate Dect control wireless frequency signal even if you are using the DVA they work the same way also. Also you can do a text PHONE to 66033 for the system to run a test against it.

When the batteries are bad on the phone the common side effect is the call drops when the phone tries to ring due to the batteries not able to keep the phone connected on the Dect side!

[Philipos]

Hi Manjon.

Sorry I didn't notice on you headline that the options for the ringtone is missing. 

It should be under 

Menu

Press the button to the left of OK until you see Settings press OK

Sounds should be highlighted 

Press Ringing and that should show the Ringing tones and start ringing.

Have you tried a software update via

Settings, down to Product info Press ok

Down to update s/ware Press ok . the phone shoul check for the latest software just in case.

Philipos 

[manjon]

Hi

I have gone through everything, Ringtone, software update, the phone is registered to the hub, it has worked in the past, I have contacted EE on five occasions, on Friday they told me it was a software problem on their side and it would be working by 2pm on Saturday, oh no, today I phoned and was informed it was my problem that both phones must be faulty, I told the agent that they were only just out of warranty and was highly unlikely that both phones would develop the same fault at the same time, I told her that they were digital phones after she insisted the batteries needed changing and went on a base connected to the mains, it got more weird when she told me to connect the phone directly to the hub by cable, I explained it was connected by WiFi and there was nothing wrong with getting calls or phoning out, the problem was I was not getting no ring so I did not know when someone was calling me, her advice was to order new phones, I found it hard to believe that an agent working for EE didn't seem to be aware of how a digital phone connects.

[manjon]

Hi

I am connected to the EE hub and everything works apart from the actual ringing when someone calls, the phones do not have batteries, they are digital phones connected to a power base and connected to the EE hub by WPS, unless I sit and look at the phone screen I don't know if I am getting a call .

[JimM11]

@manjon Your phones DO have rechargeable batteries, and the phone was alleged to have the cover changed so that they were not so easily accessible to be changed out or replaced. The phones you have are they EE or BT styled in the earpiece logo! Has been mentioned an raised on the Forum before, will try to find when time allows!

Advanced Digital Home Phone User guide

[manjon]

Hi

Thank you for the user guide, I have tried changing the batteries, but still no ring, everything works, I can call out and receive calls, the fact the phones do not ring means unless I am sitting looking at the screen, there is no way of knowing I am getting a call, the phones I have have different logos on the earpiece, one has the BT logo, the other one has a HD logo, they are both just over twelve months old. so I find it almost impossible that both would develop the same fault at the same time, one EE agent told me it was a fault at there end, another agent sent me a new hub, which made no difference at all to the fault, a third agent said it must be the phones and to connect them directly to the hub by cable, but I could not make her understand that there is no way to connect a cable to the phones, she was finding it hard to understand me because I have laryngeal cancer and had my voice box removed, the first two agents did not seem to have a problem with my voice and where more under patient and understanding as I tried to explain the problem.