This topic

Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:15:00 GMT

My 74 year old mother has not been able to receive calls for 3 months on her BT landline from non BT/EE numbers.

I called BT 3 months ago when I last visited her and it has still not been resolved - it is ridiculous. This is after she was completely messed around in November and her landline was completely disconnected without warning after she renewed her broadband (BT has apologised for this as family members were very worried and they cannot still contact her). I am amazed that this issue is still continuing.

It has been passed to 'technical people' who has visited her, but they do not seem to have a clue! I mentioned the port problem on this forum 3 months ago - is it possible that a layman can spend 30 seconds Googling, but engineers are incapable of fixing it?

I note that people here have had the same issue and it has been resolved since posting on the forum.

Could someone please assist her?

Thank you very much in advance.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Keith_Beddoe — Fri, 16 Feb 2024 14:08:56 GMT

@Nelson2016

Welcome to this user forum for BT Retail phone and broadband customers.

As she is an EE customer, you need to post on the EE forum for help with this. She would now be on https://ee.co.uk/broadband/digital-home-phone

https://community.ee.co.uk/

Thanks

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:33:40 GMT

She is a BT customer, the direct debits are paid to BT. The problem is due to a BT port from what I have read on this Forum. The process is with BT as the Customer Care unit from BT are still contacting her.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Keith_Beddoe — Fri, 16 Feb 2024 14:14:34 GMT

@Nelson2016

No, EE are totally separate and have their own support teams to handle their VOIP service, which is not the same as BT Digital Voice.

https://ee.co.uk/broadband/digital-home-phone

Although BT own both BT Retail and EE, they still operate as separate entities.

Her analogue phone line would have most likely been disconnected when her broadband contract was renewed, as there is a stop-sell on the old analogue PSTN network, and her phone would need to be plugged into the EE router.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Jeremy69a — Fri, 16 Feb 2024 14:14:24 GMT

I think it is bizarre to mark this thread as "solved" It clearly isn't and playing a game of do I contact BT or EE is also not helpful. Seems like BT caused the problem and they ought to be fixing it and if OPs remark that it is with BT is correct perhaps they also recognise this.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

imjolly — Fri, 16 Feb 2024 14:16:40 GMT

sorry but who supplies your mother's broadband and phone BT or migrated to EE? who does she pay by DD BT or EE? if as you say youe mother mas moved from BT and now with EE then as @Keith_Beddoe posted you need to contact EE. any number porting is responsibility of the receiving ISP which in this case is EE

if moved to digital voice have you connected the phone to the socket on back of router and not the previous openreach was socket?

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:19:13 GMT

It certainly has not been resolved. When I call from an non-BT/EE number, it states that 'this call has not been recognised, please check the number'.

After her landline was cancelled without warning in October/November when she specifically asked for it not be cancelled when renewing her broadband (apology from BT received together with a £10 credit), she has now had to put up with 3 months of this.

I find it incredulous that a similar issue has been posted so many times on the Forum, but nobody has been able to resolve it for her. Extended family members continue to be concerned as they have not been able to call her for 3 months.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:22:53 GMT

She pays her direct debit to BT PLC.

"if moved to digital voice have you connected the phone to the socket on back of router and not the previous openreach was socket?" It is connected into the router and not into the socket - as I mentioned an Openreach/BT engineer has visited her and it has still not been resolved.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

imjolly — Fri, 16 Feb 2024 14:26:19 GMT

@Nelson2016

so if you mother is still paying BT then it appears not migrated to EE yet. can your mother make outgoing phone calls?

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Keith_Beddoe — Fri, 16 Feb 2024 14:26:46 GMT

The BT Smart Hub 2 and the EE Smart Hub are different, so which one does she have?

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:33:06 GMT

She can still make outgoing calls. A similar problem has been addressed by countless people on this forum. Her BT mobile and BT TV was migrated to EE as has been standard practice across the entire network from my understanding. Her contract and landline remains with BT.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:35:02 GMT

She has a BT smart hub - her contract is with with BT as I have mentioned. It is a BT problem and not an EE one.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

imjolly — Fri, 16 Feb 2024 14:40:55 GMT

as your mother has not been migrated to EE as you said initially but still pays BT I have asked forum mod to see if they can help your mother do you have POA or are you name on account as manager.

the mods will post here

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Keith_Beddoe — Fri, 16 Feb 2024 14:42:44 GMT

Now that you have confirmed that her broadband has not been moved to EE, as others have, a moderator should be able to help.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:47:56 GMT

Thank you for your help.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 14:48:11 GMT

Thank you.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

PaddyB — Fri, 16 Feb 2024 15:26:51 GMT

Hi @Nelson2016,

Thank you for posting I'm sorry your mom is having problems receiving calls. It sounds like the number hasn't been fully ported over to Digital Voice. If you send me the details, I'll be able to run a few checks and help you get this sorted.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Nelson2016 — Fri, 16 Feb 2024 15:48:20 GMT

Thank you. I have replied.

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

wkirkman — Fri, 16 Feb 2024 16:49:15 GMT

Just out of curiosity, I cannot see any mention of the OP (or mother) being migrated to EE in the original post. Was this Edited or did someone make an incorrect assumption from the start? Or am I just blind? 🙂

Re: Calamitous - 74 Year Old Mother Cannot Receive Calls - 3 Months!

Keith_Beddoe — Fri, 16 Feb 2024 16:59:18 GMT

@wkirkman

Its been edited.

The original at 13:47 read "My 74 year old mother has not been able to receive calls for 3 months after being told to switch to EE from BT. "

It was edited at 14:15 to read "My 74 year old mother has not been able to receive calls for 3 months on her BT landline from non BT/EE numbers. "

So the whole context of the thread has been altered, so you are not going blind. This is what caused the thread to go in the wrong direction.