EE Digital Home Phone is EE’s internet-based home phone service, designed to replace traditional copper landlines as part of the UK’s ongoing transition to digital telephony. Instead of using the old Public Switched Telephone Network (PSTN), calls are routed over a broadband connection, allowing customers to continue using a home phone service as analogue networks are phased out.
For many households, the migration to Digital Voice has been straightforward, with users benefiting from modern calling features and continued access to their existing phone numbers. However, as with any technology change, some customers have reported difficulties during setup and day-to-day use.
Online forums, review sites and community discussions contain reports of issues ranging from activation delays and handset compatibility problems to concerns about call quality, reliability during broadband outages and difficulties using specialist equipment such as alarm systems, telecare devices and medical monitoring equipment.
While some problems can often be resolved through simple troubleshooting steps such as restarting the EE Smart Hub, checking broadband connectivity or re-pairing handsets, other issues may require more significant changes to a customer’s setup.
This guide explores some of the most commonly reported EE Home Phone problems, explains practical troubleshooting steps that may help resolve them, and outlines alternative options available to consumers. For users seeking greater flexibility, independent VoIP providers may offer additional features, wider device compatibility and the ability to keep an existing landline number while moving away from provider-specific Digital Voice services.
EE Digital Home Phone is a modern home phone service that uses your broadband connection to make and receive calls instead of relying on the UK’s traditional copper telephone network. Rather than connecting calls through the Public Switched Telephone Network (PSTN), Digital Voice converts voice calls into digital data and transmits them over the internet using Voice over Internet Protocol (VoIP) technology.
For customers, the experience is often similar to using a traditional landline. You can still make and receive calls using a home phone, and in many cases keep your existing telephone number. However, the technology behind the service is very different. Calls are routed through your broadband connection and typically connect via a compatible router, adapter or digital handset.
Telecom providers such as EE are moving customers to digital voice services as part of a nationwide upgrade of the UK’s communications infrastructure. The PSTN network has been in operation for decades and is becoming increasingly expensive and difficult to maintain. Digital services are more efficient, support modern features and work alongside newer broadband technologies such as full fibre (FTTP).
This transition is also linked to the UK’s landline switch-off programme. Openreach and the major telecom providers are gradually retiring the old analogue telephone network, with traditional landline services expected to be withdrawn nationwide by January 2027. As a result, customers who still rely on conventional phone lines will eventually need to move to a digital alternative, whether that’s a provider-supplied service such as EE Digital Voice or an independent VoIP solution that offers additional flexibility and features.
One of the most common complaints reported by EE Digital Home Phone customers occurs shortly after a new broadband installation or migration from a traditional landline. Users often find that their existing phone suddenly stops working, there is no dial tone when they pick up the handset, or they are unable to make and receive calls despite having a working broadband connection.
In many cases, the issue stems from changes to how the phone service is connected. Unlike traditional landlines, which use a dedicated telephone socket, EE Digital Home Phone routes calls through the broadband router. Customers who are unaware of this change may continue plugging their phone into an old wall socket, resulting in a loss of service.
Another common source of confusion is the activation process. Some customers report that broadband becomes active before the phone service is fully provisioned, creating a temporary period where internet access works but calling functionality does not.
Before contacting support, there are several troubleshooting steps worth trying:
If the issue persists, EE support may need to verify the service status or complete additional provisioning on the line.
Some customers prefer independent VoIP providers that offer pre-configured adapters designed to work with existing home telephones. These adapters can often be plugged into a broadband connection with minimal setup, allowing users to continue using their current handset while benefiting from digital calling features. In some cases, this can provide greater flexibility than a router-specific phone service, particularly for households that want to keep their existing equipment and phone number.
One of the most frequently discussed concerns surrounding EE Digital Home Phone services is what happens during a power cut. Unlike traditional analogue landlines, which often continued working even when household electricity failed, digital phone services depend on powered equipment such as routers, adapters and broadband infrastructure.
When a power outage occurs, many customers discover that their home phone service becomes unavailable until power is restored. This has caused particular concern among elderly users, vulnerable individuals and households that rely on a landline as their primary means of communication. Some customers have also expressed worries about being unable to contact emergency services during prolonged outages.
It’s important to note that this limitation is not unique to EE. Most digital phone services across the UK face similar challenges because calls are transmitted over broadband rather than dedicated telephone lines.
There are several steps customers can take to improve resilience during a power cut:
While these measures cannot prevent all disruptions, they can help ensure communication remains available when it matters most.
Some independent VoIP providers offer additional continuity features that can help reduce the impact of power outages. For example, calls can often be automatically redirected to a mobile phone if the broadband connection becomes unavailable. Some providers also support mobile apps that allow users to make and receive calls using their home phone number over mobile data or Wi-Fi.
These features can provide an extra layer of flexibility, helping households remain reachable even when their home networking equipment is offline.
Another issue frequently raised by customers moving to EE Digital Home Phone or any digital phone service is uncertainty around keeping an existing landline number. For many households, a home phone number may have been in use for decades and is often shared with family, friends, healthcare providers and other important contacts.
A common complaint is confusion about the number transfer process, particularly when switching broadband providers or moving from a traditional landline service. Some customers are unsure whether their number can be transferred to another provider in the future, while others worry that changing services could result in the permanent loss of a long-held family number.
In many cases, the concern stems from a lack of clear information about number porting and the steps required to complete the process successfully.
If you want to keep your existing landline number, there are several precautions worth taking:
Following these steps can significantly reduce the risk of transfer problems and help ensure a smoother migration.
Many dedicated VoIP providers specialise in number porting and regularly handle transfers from major UK telecom providers. Because number portability is a core part of their service, they often have established processes for moving numbers between networks and can provide guidance throughout the transfer. This can offer reassurance to customers who want to preserve a long-standing phone number while gaining access to a more flexible digital phone service.
Call quality issues are among the most common complaints reported by users of EE Digital Home Phone and other broadband-based phone services. While many customers experience clear and reliable calls, others have reported problems such as choppy audio, delays during conversations, echoing on calls and intermittent disconnections.
These issues can be frustrating, particularly when they occur during important conversations. In some cases, callers may notice that voices sound distorted or robotic, while others experience a noticeable delay between speaking and hearing a response. Some users also report calls dropping unexpectedly despite their phone service appearing to be connected.
Because EE Digital Home Phone relies on a broadband connection, call quality is often influenced by factors beyond the phone service itself. Network congestion, Wi-Fi interference, broadband faults and router performance can all affect the quality of voice calls.
Before assuming there is a fault with the phone service, it’s worth carrying out some basic troubleshooting:
These simple steps can often resolve temporary call quality problems.
Some customers who experience ongoing call quality concerns choose to explore specialist VoIP providers. One advantage of independent VoIP services is that users are often able to choose from a wider range of hardware, including dedicated VoIP phones, adapters and softphone applications. Rather than being tied to a single provider ecosystem, customers may have greater flexibility to optimise their setup, network configuration and devices to suit their individual requirements.
While EE Digital Home Phone provides a straightforward way to replace a traditional landline, some customers discover that it doesn’t always offer the level of flexibility they expected from a modern digital phone service. This is particularly true for households that have more advanced calling requirements or want to use their phone service across multiple devices and locations.
Common complaints include wanting incoming calls to ring on both a mobile phone and a home handset at the same time, the need to use phones in different properties, or a desire to have additional phone numbers for family members or specific purposes. Some users also look for greater control over how calls are routed and managed, especially if they spend time away from home.
For customers accustomed to the simplicity of a traditional landline, these requirements may not be important. However, those seeking a more flexible communications setup may find the available options somewhat limited.
Before considering alternative services, it’s worth reviewing the features already included with your EE Digital Home Phone package:
In some cases, existing features may provide a suitable workaround.
Dedicated VoIP providers are often designed with flexibility in mind and may offer features that go beyond a standard digital home phone service. Depending on the provider, these can include:
For households looking for a more customised phone system, these features can provide greater convenience and control while still retaining the familiarity of a home phone number.
One of the biggest concerns surrounding the move to EE Digital Home Phone and other digital voice services is whether existing equipment will continue to function correctly after the transition. While standard telephones often work without issue when connected properly, some specialist devices can experience compatibility problems.
Common complaints involve alarm systems, Careline and telecare devices, fax machines and older cordless phone systems. Many of these products were originally designed to operate over the traditional analogue telephone network and may not perform as expected when connected to a broadband-based phone service.
For example, some monitored alarm systems rely on analogue signalling that may not be fully compatible with digital voice technology. Similarly, certain telecare devices used by elderly or vulnerable individuals may require testing to ensure they can continue contacting monitoring centres. Fax machines can also be unreliable over VoIP connections, while older cordless phones may require specific adapters or updated configuration.
If you use any specialist equipment alongside your phone line, it is important to verify compatibility before relying on the service:
Taking these steps can help identify potential issues before they become critical.
Customers with specialist equipment sometimes choose dedicated VoIP providers because they can offer more tailored guidance based on individual requirements. Depending on the equipment involved, a provider may be able to recommend suitable adapters, alternative connection methods or replacement solutions designed to work more reliably with modern digital phone services. This can be particularly valuable for households that rely on alarm systems, telecare devices or other essential communications equipment.
For many households, EE Digital Home Phone provides a straightforward way to move from a traditional landline to a digital phone service. However, some users find that they require additional features, greater flexibility or more control than is typically available through a bundled broadband phone package. As a result, some choose to explore dedicated VoIP (Voice over Internet Protocol) providers instead.
One of the main attractions of independent VoIP services is the ability to choose how and where calls are made. Depending on the provider, customers may be able to use a range of devices including traditional handsets connected through adapters, dedicated VoIP desk phones, smartphone apps and computer-based softphones.
This flexibility can make it easier to stay connected both at home and while travelling, without being restricted to a single router or location.
Dedicated VoIP platforms often provide additional call management features that appeal to users looking for a more customised setup. These may include:
For households with more complex requirements, these tools can provide greater control over how calls are received and managed.
Keeping an existing phone number is often a major priority when switching services. Many VoIP providers regularly handle number transfers from major UK telecom providers and are experienced in managing the porting process.
In addition, because the phone number is typically separate from the broadband provider, customers may find it easier to switch broadband services in the future without affecting their phone number.
Depending on calling habits and feature requirements, some households may find that dedicated VoIP services offer lower monthly costs than traditional phone packages. Many providers offer a choice of plans, allowing customers to select a package that more closely matches their usage.
VoIP services are designed to work across a variety of modern internet connections, including full fibre (FTTP), 5G broadband and satellite services such as Starlink. This means users can often retain the same phone service even if they change broadband technologies in the future.
For households wanting more flexibility than a bundled broadband phone service, providers such as Plexatalk offer residential VoIP services with features including number porting, call forwarding, voicemail-to-email and support for existing handsets. These services can provide an alternative option for customers looking for greater control over their home phone setup while preparing for the UK’s ongoing transition to digital telephony.
One of the most common causes is that the phone has been connected to the old wall socket instead of the phone port on the EE Smart Hub. Restarting the router, checking all cables and confirming that the service has been activated can often resolve the issue. If problems continue, EE may need to check the provisioning status of the line.
Unlike traditional analogue landlines, EE Digital Home Phone relies on powered equipment such as your router and broadband connection. If there is a power outage, the service may stop working unless backup power arrangements are in place. Many customers keep a charged mobile phone available for emergencies.
Poor call quality can sometimes be caused by broadband issues rather than the phone service itself. Slow broadband speeds, Wi-Fi interference, network congestion and router faults can all contribute to choppy audio, delays or dropped calls. Restarting the router and checking for broadband faults are good first troubleshooting steps.
For many customers, EE Digital Home Phone provides a straightforward way to transition from a traditional landline to a modern digital phone service. While most users experience a smooth migration, some have reported issues ranging from setup difficulties and call quality problems to concerns about power cuts, equipment compatibility and number transfers.
The good news is that many of these problems can often be resolved through simple troubleshooting steps such as checking router connections, restarting equipment, verifying service activation and confirming device compatibility. Understanding how digital phone services work can help avoid many of the common issues reported during the transition.
However, every household has different requirements. Customers who want greater flexibility, more advanced calling features or increased control over their phone service may wish to compare alternative VoIP providers before making a long-term decision. Features such as mobile app support, simultaneous ringing, advanced call forwarding and flexible hardware options may be important considerations depending on how the service will be used.
Before choosing a provider, it is worth reviewing available features, pricing, support options and number portability policies to ensure the service meets your needs both now and in the future.
If you’re exploring alternatives, consider comparing residential VoIP services and the features they offer. Providers such as Plexatalk Residential VoIP allow customers to keep their existing landline number while gaining access to additional features such as voicemail-to-email, call forwarding, support for existing handsets and flexible digital calling options designed for modern broadband connections.
If you’re an EE customer with a traditional landline, you may have recently received a letter or email explaining that your phone service is being moved to Digital Home Phone. This is part of the UK’s nationwide switch-off of the old copper telephone network, which is affecting millions of households across the country.
Many customers assume that because EE is moving them to Digital Home Phone, they must continue using EE for their home phone service. However, that’s not actually the case.
What many people don’t realise is that EE Digital Home Phone is itself a VoIP (Voice over Internet Protocol) service. Instead of calls travelling over the old analogue phone network, they are carried over your broadband connection using internet technology.
This raises an important question: if you’re moving to VoIP anyway, should you simply accept EE’s Digital Home Phone service, or would an independent VoIP provider be a better fit?
In this guide, we’ll explain how EE Digital Home Phone works, how it compares to independent VoIP providers, and what factors you should consider before deciding who should provide your home phone service after the landline switch-off.
EE Digital Home Phone is EE’s replacement for the traditional landline service. Instead of phone calls travelling over the old copper telephone network, calls are carried over your broadband connection using internet technology.
This type of service is known as VoIP (Voice over Internet Protocol). While the name “Digital Home Phone” may sound like a completely new product, it’s simply EE’s version of a VoIP phone service.
For most customers, the transition is designed to be straightforward. Your existing phone number can usually be retained, meaning friends, family and organisations can continue contacting you on the same number you’ve always used. Depending on your broadband equipment and home setup, you may also be able to continue using your existing telephone handset. In some cases, the phone plugs directly into your router, while other setups may require an adapter.
One of the reasons for this change is the UK’s nationwide switch-off of the analogue phone network. As copper-based telephone lines are retired, providers such as EE are moving customers onto digital services that work over broadband instead.
The important thing to understand is that EE Digital Home Phone is a VoIP service provided by EE. The technology behind it is the same technology used by many independent VoIP providers. This means customers are not choosing between “landline” and “VoIP” — they are choosing which VoIP provider they want to use.
VoIP stands for Voice over Internet Protocol. In simple terms, it is a technology that allows phone calls to be made and received over an internet connection rather than through the traditional copper telephone network.
As the UK’s analogue phone network is being retired, VoIP is becoming the standard way for home and business phone services to operate. Whether you use EE Digital Home Phone or another provider, your calls are ultimately being carried over broadband using VoIP technology.
This is an important point because many people assume EE Digital Home Phone is a unique technology. In reality, it uses the same underlying principles as other VoIP services available in the UK.
The biggest differences are not usually the technology itself, but the provider behind it. Different VoIP providers offer different pricing structures, features, levels of flexibility and support options. Some services are closely tied to a specific broadband provider or router, while others allow you to use a wider range of equipment and internet connections.
For most customers, the question is not whether to use VoIP—it is which VoIP provider offers the features, pricing and flexibility that best suit their needs.
When comparing EE Digital Home Phone with an independent VoIP provider, one of the biggest considerations is cost. While both services use VoIP technology, the way they are packaged and priced can differ significantly.
EE’s Digital Home Phone service is offered alongside its broadband products and is available with a choice of calling plans. At the time of writing, EE’s published Digital Home Phone tariffs are:
| EE Digital Home Phone Plan | Monthly Price |
|---|---|
| Pay Per Call | £5.73 |
| 700 Minutes | £9.18 |
| Unlimited Minutes | £20.66 |
| Unlimited Minutes & International | £25.24 |
Customers on the Pay Per Call plan are charged separately for calls, with EE’s current tariff guide showing calls to UK mobile numbers at 29.58p per minute. Other call charges may apply depending on the number called.
By comparison, independent VoIP providers often offer a wider range of minute allowances designed to suit different levels of usage. For example, Plexatalk’s residential VoIP plans currently include:
| Plexatalk Plan | Included Minutes | Monthly Price |
|---|---|---|
| Micro | 100 minutes | £4.00 |
| Basic | 250 minutes | £6.00 |
| Standard | 500 minutes | £10.00 |
| Unlimited | Unlimited* | £12.50 |
*Subject to a fair usage policy of 2,000 minutes per month. Additional UK landline calls are charged at 2p per minute and UK mobile calls at 5p per minute. Free number porting is included.
One factor many people overlook is how little they actually use their home phone. While some households spend hours on the phone every month, others only make occasional calls to family members, healthcare providers, tradespeople, or delivery companies. In these cases, paying for a large inclusive calling package may not always represent the best value.
Independent VoIP providers often allow customers to start with a smaller package and move to a larger plan if their usage increases. This flexibility can make it easier to match monthly costs to actual usage rather than paying for allowances that may never be fully used.
Ultimately, there is no single “best” option for everyone. Heavy callers may prefer an unlimited package, while light users may benefit from a lower-cost plan with a smaller minute allowance. The key is understanding your calling habits and choosing a package that reflects how you actually use your home phone.
Disclaimer: Prices were correct at the time of writing and may change. Always check the latest tariffs and terms directly with the provider before making a purchasing decision. See EE pricing here and Plexatalk pricing here.
For many households, EE Digital Home Phone will provide everything they need. However, some customers choose an independent VoIP provider instead. The reasons are often less about call quality—which is generally similar across modern VoIP services—and more about flexibility, control, and how the service fits into their long-term plans.
One of the biggest advantages of using an independent VoIP provider is that your phone service becomes separate from your broadband provider.
Traditionally, landline numbers were closely tied to the company providing your phone line. With VoIP, your telephone number can be hosted independently and work over almost any broadband connection.
This can make future broadband switching much simpler. If you decide to move from EE to another broadband provider in the future, your phone service does not necessarily need to change. Your number can remain active with the same VoIP provider while your broadband service is switched separately.
For customers who like to shop around for the best broadband deals, this separation can provide additional flexibility and reduce the risk of accidentally disrupting their phone service when changing internet providers.
For many users, hardware flexibility is one of the most significant differences between ISP-provided phone services and independent VoIP providers.
Some broadband providers operate tightly controlled VoIP platforms that are designed to work only with their own routers and equipment. In some cases, SIP credentials are not provided to customers, making it difficult or impossible to use third-party devices.
This can limit your options if you want to use your own hardware or configure a more advanced setup.
Independent VoIP providers often offer much greater flexibility. Depending on the provider, you may be able to use:
This gives customers more control over how and where they use their phone service. Some people simply want to keep their existing handset, while others may want calls to ring on multiple devices or be accessible when away from home.
Many customers have had the same landline number for years, or even decades. Family members, friends, healthcare providers, banks and utility companies may all have that number on record.
By hosting your number with a dedicated telephony provider, you gain more direct control over it. If you later decide to change broadband providers, upgrade your internet connection, or move house, your phone number can often remain completely unaffected.
This separation can reduce the complexity of future migrations and make it easier to move between providers without worrying about losing an important number.
Another reason some customers choose independent VoIP providers is access to additional features that may not be included with every ISP phone service.
Common examples include:
For some households these features may not be important, but for others they can significantly improve how the phone service works day to day.
Cost is often another factor, particularly for customers who make relatively few calls.
Many households now use their mobile phone as their primary way of communicating and only keep a home phone for occasional use, emergencies, deliveries, appointments, or calls from family members.
In these situations, a smaller VoIP package may be sufficient. Rather than paying for large inclusive allowances, customers can choose a plan that more closely reflects their actual usage and upgrade if their needs change in the future.
As with any service, the best value depends on how you use it. However, for customers looking for flexibility, hardware choice, and the ability to separate their phone number from their broadband provider, independent VoIP services are often worth considering alongside EE Digital Home Phone.
While independent VoIP providers offer additional flexibility, there are also several good reasons why some customers choose to remain with EE Digital Home Phone.
One of the biggest advantages is simplicity. Your broadband and phone service are managed by the same provider, which means there is only one company to deal with, one monthly bill, and a single point of contact if you need support.
For many customers, this convenience is highly appealing. There is no need to research alternative providers, arrange number ports, or configure additional equipment. EE handles the migration to Digital Home Phone as part of the wider move away from the traditional copper telephone network, making the process relatively straightforward for existing customers.
Another benefit is familiarity. Customers who have been with EE for many years may already be comfortable using EE’s customer support channels, online account management tools, and billing systems. Remaining with a provider you already know and trust can provide peace of mind, particularly for those who are less confident with technology.
EE’s Digital Home Phone service is also designed to integrate closely with EE broadband products, which can reduce setup complexity compared to some third-party solutions.
Ultimately, there is no right or wrong choice. For customers who value flexibility, hardware choice, and separation from their broadband provider, an independent VoIP service may be attractive. However, for those who simply want a phone service that works with minimal effort and is managed alongside their broadband, staying with EE can be a perfectly sensible option.
For many households, that convenience alone may be worth paying for.
Yes—in most cases, you can keep your existing phone number if you decide to move from EE Digital Home Phone to another VoIP provider.
This process is known as number porting, and it allows your telephone number to be transferred from one provider to another. Number portability is protected by Ofcom regulations, which are designed to make it easier for customers to switch providers without losing a number they may have used for many years.
One common misconception is that a phone number becomes permanently tied to a particular provider once it has been moved to a digital phone service. In reality, most UK geographic landline numbers can be ported between providers, provided they are still active and eligible for transfer.
Another misconception is that if a provider says a number “cannot be ported”, the customer has no options. In practice, many numbers can be transferred successfully, although some ports may require additional checks or a different transfer process depending on the number’s history.
Every year, thousands of UK consumers and businesses move their phone numbers between providers. Many customers who switch from broadband-provider phone services to independent VoIP providers are able to retain the same number throughout the process.
If keeping your existing number is important, it is always worth checking portability with the new provider before making any changes to your current service.
By this point, it’s clear that both EE Digital Home Phone and independent VoIP providers use the same underlying technology. The question is not which technology is better, but which approach best suits your needs.
EE Digital Home Phone is often a good choice for customers who value simplicity above all else.
You may prefer to stay with EE if:
For many households, convenience is the most important factor. If your phone service is simply something you expect to work without requiring any additional configuration or management, EE’s bundled approach may be the most suitable option.
Independent VoIP services are often attractive to customers who want greater flexibility and control.
You may wish to consider an independent VoIP provider if:
For these users, an independent VoIP provider can offer greater freedom over how the service is configured and used, while making it easier to move broadband providers without affecting the phone service.
Ultimately, the right choice depends on your priorities. If convenience and simplicity matter most, EE may be the better fit. If flexibility, control, and customisation are more important, an independent VoIP provider is well worth considering.
EE Digital Home Phone and independent VoIP providers are ultimately built on the same core technology: Voice over Internet Protocol (VoIP). Both allow you to make and receive calls over your broadband connection rather than the UK’s retiring copper telephone network.
The real differences lie in pricing, flexibility, equipment choice, and how closely your phone service is tied to your broadband provider. For some customers, the convenience of having broadband and phone services managed by a single provider will make EE Digital Home Phone the obvious choice.
For others, an independent VoIP provider may offer greater value. Lower-cost packages, the ability to use your own hardware, advanced calling features, and the freedom to keep your phone service separate from your broadband can all be attractive benefits.
There is no one-size-fits-all answer. The best option depends on how you use your home phone and what matters most to you. However, it’s important to remember that when moving to a digital phone service, you are not limited to your broadband provider’s offering. Independent VoIP providers such as Plexatalk are also available and may be worth considering before making your decision.
In many cases, yes. Many customers choose to keep their broadband service with EE while moving their home phone number to an independent VoIP provider. This allows the phone service to operate separately from the broadband connection.
Yes. EE Digital Home Phone uses VoIP (Voice over Internet Protocol) technology to make and receive calls over your broadband connection rather than the traditional copper telephone network. While EE markets the service as Digital Home Phone, it is fundamentally a VoIP service.
Usually, yes. Most UK geographic phone numbers can be transferred between providers using a process known as number porting. It’s always best to check with your chosen provider before making any changes to your existing service.
It depends on how many calls you make. Customers who only use their home phone occasionally may find that smaller VoIP packages offer better value than larger inclusive calling plans. Heavy callers may prefer unlimited packages. Comparing your typical monthly usage is the best way to determine which option is most cost-effective.