Switched tariff but no service

[Terryraymond]

Hi, I recently switched tariff after many attempts it was finally sorted after complaining. However my digital home phone is not working and I keep getting a voice recorded message saying that it’s not working. I called EE and went through troubleshooting steps and a fault was reported but still no movement.

[Peter_W]

Hi @Terryraymond , welcome back to the Community 😊

When you put through your regrade, did the confirmation email you received confirm that the Digital Home Phone service was included?

If you head to your Hub Manager at http://192.168.1.254/ too, does it show that the phone service is configured?

It should display your landline number and connected handsets if it is.
Peter

[Terryraymond]

Hi,

I was informed by the agent it was included in the package, on the EE app it shows my phone number.

On the hub manager there is only a hybrid connect square (I presume from my old package) but no telephone square. 

[Peter_W]

Thanks @Terryraymond.

When you got in touch with our team, what did they advise you and how were things left?

Peter

[Terryraymond]

Hi,

I spent sometime troubleshooting my digital phone set with WPS linking etc over the phone however it kept saying no voice service on hub.

The agent pushed through a hub update and raised a fault after the update did not make things work.

I then changed to a wired dect phone into the Hub that’s when I could hear the recorded message.

It’s been awhile and still nothing is working on the digital home phone.

[Peter_W]

Cheers @Terryraymond, did they advise if anyone would be back in touch over the fault that was raised? 
If it's been a while since you last heard anything, it could be worth giving us another call, as they should be able to continue on any diagnostics. 

Based on what you've mentioned it definitely sounds like it's something on the account rather than the devices.

Peter

[Terryraymond]

Hi Peter,

they said that if they need any information they’d contact.

[Rach_H]

I'd recommend giving the team another call @Terryraymond, if you are concerned about how long this is taking, and they'll be happy to give you an update on what is happening.

Rach

[Terryraymond]

Hi Rach,

I called again and they sent me two new digital home phones however they’re saying “ no service on the hub “,

[Rach_H]

Hi @Terryraymond,

Thanks for getting back to us to let us know that you've spoken with the team.

What did the team advise would happen with the new phones? Did they expect these to work when they arrived?

Rach