Change from BT to EE

[Geoff21]

We wanted to renew our contract with BT and was told  we would have a new EE hub and digital phone, up to that point we hadn’t had any problems with the service and everything thing was working perfectly.
The EE hub arrived minus no digital phone , the setting up was a bit confusing after many phone calls , we managed to get the hub working , but landline phone  and answering machine not working , after many phone calls trying to get through to get this problem sorted we are no further forward and also paying for the mainline phone service. 
Having been in hospital and really neededthe phone at that time , also being classed as vulnerable people in our eighties , it’s been really frustrating time and still no solution.

At present we cannot phone out from our land line so we contact EE on our mobile and are told they are checking for faults on our line even though they do not know our home number.  Finally having gone through all of the business of pressing various numbers in response to their automated questions you always get told all staff are engaged with other customers and it will be a twenty minute wait.

This saga started on the 5th of June and we are no nearer a solution

[imjolly]

if you have moved to digital voice then you need to connect your phone to the socket on back of new router and not to the existing wall socket as previously

[rbz5416]

If you were expecting to receive a new DV handset, BT no longer provide those FOC.

First thing to do is log onto the new router by typing 192.168.1.254 into a browser address bar. Then check if the phone section shows a telephone number or "not configured". If the latter it's never going to work until BT pull their finger out & fix it. In this instance I would hope that the old telephone socket would still work.*

If there is a number, it may be a temporary number while yours is ported across. BT don't seem to be particularly competent at this & even less so when it goes wrong.

If it shows your number as active then as @imjolly said, plugging an existing phone into the back of the Hub should see you up & running.

*BT & Openreach both seem to favour a policy of "Let's break the old service before the new one is confirmed working."