topic Re: Caller ID not working in Home Phone

Caller ID not working

Humbug — Thu, 10 Nov 2022 18:42:23 GMT

Hello PlusNet

After a power cut on 28th October, our Caller Display ID stopped working. I have reported this fault 4 times, the following Q - 228728555, 228856624, 228941492, 228966743 and each time customer service report fault is fixed. But we still have no Caller ID, strangely they added Call Divert nd Voicemail which I never requested!

I have used the *#234# which states that Caller ID is displayed, but it isn’t. I have seen from the Community that this fault has been experienced by many and has been fixed. I purchased a replacement phone assuming the storm may have damaged my equipment, as I believed PlusNet when they said it was fixed.

Caller ID has been working for many years and we have been with PlusNet for 25 years.

Can you help resolve this matter as soon as possible as currently we are paying for a service we are not getting. What else can I do?

Re: Caller ID not working

MatthewWheeler — Sat, 12 Nov 2022 18:48:03 GMT

Hi @Humbug

I'm sorry to hear that your caller display still isn't working.

Have you tried connecting your phone directly to the test socket in your property?

There's a guide on how to do this here

Re: Caller ID not working

RealAleMadrid — Sun, 13 Nov 2022 09:05:29 GMT

@MatthewWheeler The OP has reported the fault several times and all that appears to have happened is that Plusnet have added Call Divert and Voicemail in error. Not a good response from support.

I assume the phone is working, just that Caller ID is not, so I don't quite understand why connecting the phone to the test socket would change anything.🤔

Re: Caller ID not working

Humbug — Sun, 13 Nov 2022 09:14:46 GMT

@RealAleMadrid @MatthewWheeler

Thank you for your responses.

I can try the master socket, but it is in the attic.

However, I can confirm that the phone works fine for both outgoing and incoming calls and the Plusnet internet router is working well off the same socket.

As you said @RealAleMadrid , it is just Caller Display that isn’t working. We purchased a replacement handset in case ours had been damaged in the storm, but we get the same result.

I’ll try to give you any information you need to rectify this @MatthewWheeler .
Many thanks

Re: Caller ID not working

Humbug — Sun, 13 Nov 2022 14:44:20 GMT

@MatthewWheeler

we’ve looked in the attic for a master socket, but all we can find is a cable entering the bungalow into a junction box without a master socket and then wires to our socket in the kitchen.

Any more suggestions?

Re: Caller ID not working

jab1 — Sun, 13 Nov 2022 14:55:11 GMT

@Humbug If that is the situation - is the socket in the kitchen the master socket?Although using @MatthewWheeler 's reply won't change the situation.

Re: Caller ID not working

Humbug — Sun, 13 Nov 2022 15:21:50 GMT

@jab1

Thank you for your response.

We do have a socket in the kitchen, it is the only socket we have so assume this is the master socket.

This supplies both internet and telephone, both of which seem to be working fine with exception of Caller display. We have had caller display continuously for past 10+ years, so not anything new.

Re: Caller ID not working

jab1 — Sun, 13 Nov 2022 15:30:47 GMT

OK, it sounds like the kitchen socket is the master socket. However, connecting to the test socket, as has been suggested is unlikely to solve your caller display issue. As a further thought, what is shown on the phone screen when you get an incoming call?

Re: Caller ID not working

Humbug — Sun, 13 Nov 2022 16:33:18 GMT

Incoming Call.

After the call, when I use my phone to look who has called, it says ‘no number plus time and day.

Rod

Re: Caller ID not working

jab1 — Sun, 13 Nov 2022 16:39:00 GMT

Thanks. This is a recent occurrence, then? Suggests to me that the exchange equipment has had a malfunction, nothing to do with your phones.

Re: Caller ID not working

Humbug — Sun, 13 Nov 2022 16:42:00 GMT

Yes very recent, like since 28th October when we had a bad thunderstorm and a power outage for a few hours. We have had Caller display in this bungalow since moving in 13 years ago!

Rod

Re: Caller ID not working

jab1 — Sun, 13 Nov 2022 16:46:33 GMT

OK, so something was affected by that storm - most likely in the BT/OR system. Do you know if any neighbours have had the same issue after it?

Re: Caller ID not working

Humbug — Sun, 13 Nov 2022 16:49:04 GMT

Ok thanks.

No I don’t know if any neighbours have had problems, I could maybe check tomorrow.

Rod

Re: Caller ID not working

jab1 — Sun, 13 Nov 2022 16:50:05 GMT

Let us know.

Re: Caller ID not working

Humbug — Mon, 14 Nov 2022 14:15:14 GMT

The neighbours have working caller id, not sure this helps any.

Re: Caller ID not working

jab1 — Mon, 14 Nov 2022 14:18:16 GMT

Well, it maybe rules out the storm as the culprit, but I'll tag @MatthewWheeler and see if it gets you any more traction. Not much else I can do, sorry.

Re: Caller ID not working

Humbug — Mon, 14 Nov 2022 14:21:20 GMT

Ok and thank you for trying.

We’ll have to see what happens next.

Re: Caller ID not working

TheMightyAJ — Wed, 16 Nov 2022 08:49:28 GMT

Hi @Humbug,

I'm very sorry to hear that we've not been able to fix this issue yet. I've had a look over the account this morning and I can see that your case has been assigned to a case handler, with an update having been logged yesterday. For reference, you can view this here. Once an update is available, your case handler will be back in touch to discuss things further.

Re: Caller ID not working

Townman — Fri, 18 Nov 2022 12:52:50 GMT

The usual culprits for this issue are...

The user's filter / face plate - could have been damaged in the storm - easy for the user to change
The line card in the exchange - if that was damaged, one might expect many to have been damaged
A fault on the line - one would expect line tests to show this - though some line faults are not detectable from the exchange
The ADSL pair left in in the exchange - this is generally seen only immediately following an upgrade from ADSL to FTTC
The CLI settings have not been applied cleanly - there are known issues were the Plusnet portal will report that CLI is active ... but it is not active on BTOR's systems

@198kHz - does anything else come to mind?

Re: Caller ID not working

198kHz — Fri, 18 Nov 2022 15:21:20 GMT

@Townman I think you've covered all the possibilities there.

As Caller ID has been working for several years before the storm, and the OP has replaced the phone, then items 4 and 5 in your list can probably be discounted.

If I've read the thread correctly, we're not totally certain whether the kitchen socket is actually a master, and if it is, whether it's one with a filtered faceplate, or the old type using a dangly microfilter.

If the former, then it would be advisable to connect the phone directly to the test socket to eliminate a problem within the property.

Once that's proved, then hopefully the case handler mentioned above will ensure that PN get OR on the case again and not accept a 'clear' until it's really fixed.