topic Re: Caller Display has suddenly stopped working in Home Phone

Caller Display has suddenly stopped working

Taisi5 — Fri, 30 Dec 2022 17:24:46 GMT

For the past few months our BT8610 handset has stopped allowing numbers in our contacts to ring straight through (requiring them to announce themselves and be approved). We've had this phone and been with Plusnet for years with it all working fine - to my knowledge nothing has changed to cause this. Caller Display appears as an add on on my account page.

Today I've had time to investigate and realised that the phone isn't receiving any caller information to display. I dialled *#234# and discovered that the caller display was switched off (how?!) so I've switched it back on and now calling *#234# I get the message saying that "callers' identities will be displayed". But nothing has changed - the phone is still not displaying the number as it used to and so can't distinguish friend from foe.

Do I just need to wait for the fact that I've switched it on to register somewhere? I'm concerned that as I have no idea how it got switched off, the problem may be more complicated.

Re: Caller Display has suddenly stopped working

Townman — Sat, 31 Dec 2022 17:53:28 GMT

Have you changed recently from ADSL to FTTC broadband?

Re: Caller Display has suddenly stopped working

Taisi5 — Sat, 31 Dec 2022 18:46:50 GMT

No, we've changed nothing for over a year - that's what's so odd.

Re: Caller Display has suddenly stopped working

Gandalf — Tue, 03 Jan 2023 15:08:47 GMT

This is really odd. I've turned caller display off and then back on for you to see if that helps. Check your phone's display after an hour / the next time you receive a call.

Re: Caller Display has suddenly stopped working

Taisi5 — Thu, 05 Jan 2023 11:40:58 GMT

Sadly it is still not working.

Re: Caller Display has suddenly stopped working

adamwalker — Thu, 05 Jan 2023 11:56:20 GMT

Hi there, I've just performed some tests on your line which aren't showing us any obvious causes for the issue. With that in mind would you be able to get your hands on a different handset to try out in case that's the issue?

Re: Caller Display has suddenly stopped working

Townman — Thu, 05 Jan 2023 13:50:59 GMT

Duff filters have been know to cause this issue...

Re: Caller Display has suddenly stopped working

Taisi5 — Thu, 05 Jan 2023 18:45:08 GMT

We no longer have separate filters... I can't remember exactly the technical details, but we were told to remove them years ago, possibly when we switched to fibre.

Re: Caller Display has suddenly stopped working

Taisi5 — Thu, 05 Jan 2023 18:46:07 GMT

I've just tried with my neighbour's phone - still no caller display so I think the information isn't arriving here.

Re: Caller Display has suddenly stopped working

Townman — Thu, 05 Jan 2023 19:57:21 GMT

There MUST be a filter, either in the face plate or a “dongle”. Just to be sure, remove the face plate and put the telephone direct into the test socket. If that works then there might be a problem with the faceplate (your responsibility).

If it still does not work, then it is likely to be the line card in the exchange.

Re: Caller Display has suddenly stopped working

Taisi5 — Fri, 06 Jan 2023 10:30:43 GMT

Okay, that makes sense. I've just tried plugging the phone into the master socket and there's still no caller ID. What needs to be done about the line card in the exchange? Do I need to do something to get that addressed?

Re: Caller Display has suddenly stopped working

Townman — Fri, 06 Jan 2023 11:13:20 GMT

You having done more tests, I would hope that a Plusnet staff member will pick this up and escalate it to BTOR engineering.

Re: Caller Display has suddenly stopped working

Taisi5 — Fri, 06 Jan 2023 11:31:03 GMT

I hope this can be sorted soon - I've just had a call from someone offering to sell me a nuisance call blocking service!!

Re: Caller Display has suddenly stopped working

willcutforth — Sat, 07 Jan 2023 09:29:04 GMT

Hey there @Taisi5 , I was going to look over this for you but it seems like you called up yesterday to sort it Do you need me to do anything else at the minute?

Re: Caller Display has suddenly stopped working

Taisi5 — Sat, 07 Jan 2023 09:33:09 GMT

Not at the moment, thanks - the person I spoke to yesterday has hatched a plan and is going to check in with me on Monday morning to see if it's worked.

Re: Caller Display has suddenly stopped working

willcutforth — Sat, 07 Jan 2023 09:37:23 GMT

Awesome, pop back on this thread if it's still not resolved and I will dive into it for you Have a good weekend

Re: Caller Display has suddenly stopped working

Taisi5 — Mon, 09 Jan 2023 14:12:20 GMT

Still no joy with Caller Display and it looks like the feature only got switched back on on my account this morning (I had to call yesterday as my dashboard wasn't available yesterday for me to switch it back on myself as agreed). Now Caller Display is not working and I can't make outgoing calls - there's no dialling tone. The tech bot is apparently running tests, but as it's been a mystery so far, I suspect someone else will need to look at it please.

Re: Caller Display has suddenly stopped working

MatthewWheeler — Tue, 10 Jan 2023 14:05:22 GMT

Hi @Taisi5

I'm really sorry to hear that things still aren't working.

I can see you've spoken with our support team who have raised this to our suppliers to look into.

We'll be in touch as soon as we know more

Re: Caller Display has suddenly stopped working

Taisi5 — Thu, 09 Feb 2023 10:20:33 GMT

Openreach confirmed it was a problem near the exchange - all sorted now.