topic Caller ID not working- help! in Home Phone

Caller ID not working- help!

UnaBuglass — Tue, 04 Jan 2022 14:57:54 GMT

My caller id won't work.

I have ensured that it is active on my account and my bt phones are comparable and allow caller id.

Can this be fixed please?

Re: Caller ID not working- help!

Gandalf — Tue, 04 Jan 2022 17:37:01 GMT

Thanks for your post @UnaBuglass and welcome to our Community Forums.

I'm sorry to see your caller display isn't working. I can see it is showing as active on your line so yesterday we tried to fix the issue by removing caller display and this afternoon we've re-added it back on.

Have you previously been able to use this service with the phones you've got now?

Re: Caller ID not working- help!

UnaBuglass — Tue, 04 Jan 2022 18:27:24 GMT

They are new phones I got last week.

I couldn't get it on my old phones but that was because it wasn't turned on.

Re: Caller ID not working- help!

TheMightyAJ — Wed, 05 Jan 2022 10:07:04 GMT

Thanks for confirming that @UnaBuglass. Has anything changed since we added the service back onto the account yesterday afternoon?

Re: Caller ID not working- help!

UnaBuglass — Wed, 05 Jan 2022 22:12:39 GMT

No, it is still not working

Re: Caller ID not working- help!

Gandalf — Thu, 06 Jan 2022 11:40:07 GMT

Thanks for getting back to us @UnaBuglass

I'm really sorry to see your caller display still isn't working. I've raised a fault with our suppliers via the support ticket I've logged Here and we'll provide an update as soon as we know more, this should be within 24 to 72 hours.

Re: Caller ID not working- help!

Townman — Thu, 06 Jan 2022 12:30:43 GMT

@TheMightyAJ wrote:

Has anything changed since we added the service back onto the account yesterday afternoon?

Does that infer some change on the account, such as un upgrade from ADSL to FTTC? If yes, might the exchange ADSL pair still be on the line? IIRC such has caused this issue before.

Re: Caller ID not working- help!

Gandalf — Thu, 06 Jan 2022 15:17:45 GMT

@UnaBuglass

Looks like we'll need to arrange an engineer visit to investigate further and progress the fault.

Could you reply to the ticket 220888962 we've logged on your account with when you'll be available?

If you can post back here once you've responded, I'll make sure we book the engineer as soon as we can.

@Townman

There's been no change on the account and it's an ADSL service.

I'd already left notes on the supplier fault report for an engineer to check the tie pairs at the exchange when they go out.

Re: Caller ID not working- help!

UnaBuglass — Thu, 06 Jan 2022 18:15:46 GMT

Thank you. I have responded with my availability

Re: Caller ID not working- help!

Gandalf — Fri, 07 Jan 2022 12:43:30 GMT

Thanks for getting back to us @UnaBuglass

I can see we've booked the engineer visit and updated the ticket with the appointment details.

Let us know how it goes.

Re: Caller ID not working- help!

UnaBuglass — Fri, 07 Jan 2022 23:17:00 GMT

Will do! Thank you so much for your help

Re: Caller ID not working- help!

Gandalf — Sat, 08 Jan 2022 01:12:14 GMT

No problem, fingers crossed they’re able to fix!