Digital Voice & Motorola FW500

[gordonclan7]

Hi I am having issues with the new Digital Voice phones. I bought new BT/EE digital phones as I was having a problem with my existing BT cordless phones when I went onto Digital Voice in May 2025. Now some of my incoming calls are not ringing on the new digital phones but the screen lights up and you can answer them and they show on the calls list. I have also noticed that the calls that don't ring do not appear to be getting through to the Motorola FW500 Hybrid back up phone as they are not even appearing on the call list on that phone. I spent over 2 hours on to EE Customer service on Friday 22 August and they could not resolve and said it would be passed on to investigate and said is it ok if we close off your complaint to which I said but it's not resolved and they said they had done all they could and I got a message to say my complaint was now closed. Any help would be greatly appreciated.

[Lesley_W]

Hi @gordonclan7 

Welcome to our community.

I'm pleased the team is investigating this further, did they say when to expect an update?

If you weren't happy for your complaint to be closed, it should have been left open. It can be reopened by the team if needed.

Lesley

[gordonclan7]

Thanks Lesley. I phoned them again yesterday and I said I am sure it’s something to do with the MotorolaFW500 hybrid backup phone as the calls are obviously not getting through to it. I had suggested last Friday that they try sending me a new one but they ignored that however yesterday they decided to send one out which is arriving on Thursday. Re the closed complaint they said they can’t leave complaints open and opened it up again but closed it at the end of the call again. I said it’s still not resolved but they said they have to close it. 

[Lesley_W]

Thanks for the update @gordonclan7 

Let me know how it goes with the replacement. Hopefully that resolves the issue but if not, the complaint can be reopened again.

Lesley