topic Re: Call Features - help please in Home Phone

Call Features - help please

Parsley — Mon, 13 Feb 2023 14:18:54 GMT

A few weeks ago Openreach had to come out to reconnect our landline after I suddenly realised the scam calls had stopped, following his visit I realised that Caller ID had stopped working. On 3 February I went into the call features to make sure it was activated which it was and whilst I was in there I requested Plusnet Call Protect and Voicemail.

I have now made 4 phone calls to Plusnet and got nowhere, apart from the Caller ID still not working Voicemail and Plusnet Call Protect are still showing "Awaiting Activation" 10 days later, I'm sure there's something not right with the line, is there someone there who can help please?

Re: Call Features - help please

Townman — Mon, 13 Feb 2023 15:44:04 GMT

Can’t change product message

It is not possible to make further changes to an account whilst some changes are still in progress. This notice will be displayed when...

A change has been made to an account which is due to happen on the next billing date, such as a change in broadband service or telephone call plan
A change to service (typically phone service options) awaiting confirmation of activation from BT Openreach

For the first of these, the message will disappear after the next billing date. For the second, intervention by a staff member will be required to check that the changes made within Plusnet's systems have been confirmed within BT Openreach's systems.

Re: Call Features - help please

Gandalf — Mon, 13 Feb 2023 16:35:42 GMT

Hi @Parsley,

Really sorry for the issues you've had.

I've updated the call features on your account so that voicemail and call protect should work and show as active. Regarding caller display, I've tested your line and the tests aren't showing any issues with this.

Are you able to get your hands on a different phone handset just to rule things out?

Re: Call Features - help please

Parsley — Mon, 13 Feb 2023 19:08:40 GMT

I've been told every time that voicemail and plusnet call protect should only take 2-3 days to go active, they're free services so I don't think I should have to wait until the next billing date.

Re: Call Features - help please

Parsley — Mon, 13 Feb 2023 19:09:50 GMT

I have tried a separate handset, that didn't work either, there were no issues with the caller id being displayed before the line got disconnected either.

Re: Call Features - help please

Parsley — Tue, 14 Feb 2023 11:35:57 GMT

Pleased to report that the voicemail is now working, I can't check Call Protect but hope that is as well, however, the Caller ID is still not working I'll just have to put up with it as I can't be bothered to keep ringing and getting nowhere. Thank you for sorting 2 of the 3 problems out for me though.

Re: Call Features - help please

Gandalf — Tue, 14 Feb 2023 16:51:57 GMT

If you dial *#234# from your landline phone, what do you hear?

Re: Call Features - help please

Parsley — Tue, 14 Feb 2023 19:16:42 GMT

It tells me that caller id is activated. This only happened when the phone line got disconnected so I just can't help thinking it's due to that.

Re: Call Features - help please

Gandalf — Wed, 15 Feb 2023 09:50:37 GMT

Yeah possibly, let me try turning it off then back on as that normally fixes things when something goes wrong with caller display. Might take an hour or so.

(edit)

Caller display's been re-added, hopefully it works now?

Re: Call Features - help please

Parsley — Wed, 15 Feb 2023 09:57:26 GMT

No, still says "external call" unfortunately.

Re: Call Features - help please

Parsley — Wed, 15 Feb 2023 10:20:48 GMT

Just realised that I might not have given it enough time, I'll try again after lunch!

Re: Call Features - help please

Parsley — Wed, 15 Feb 2023 14:11:48 GMT

Just tried it and it still says "external call".

Re: Call Features - help please

Gandalf — Wed, 15 Feb 2023 14:24:52 GMT

Thanks for giving it a go.

I've logged a fault with Openreach for you, so we can investigate further. I've also created ticket 231717077 on your account, which we'll use to keep track of this.

In the meantime, if you're able to try using a different micro-filter and/or can try plugging your landline phone into the "test socket" without your router plugged in, that may help narrow things down.

There's a guide here if you're unsure how to access the test socket.

Re: Call Features - help please

Parsley — Wed, 15 Feb 2023 16:27:29 GMT

I've plugged both phones into the test socket but caller id still didn't work, hopefully Openreach will be able to sort the problem out. Many thanks for your help.

Re: Call Features - help please

Gandalf — Thu, 16 Feb 2023 13:56:20 GMT

It looks like an engineer has fixed the problem today by removing the unused legacy broadband equipment at the exchange. Is caller display working now?

Re: Call Features - help please

Parsley — Thu, 16 Feb 2023 13:56:25 GMT

Openreach found a fault at the exchange so it's all sorted now, thank you so much for sorting this out so quickly.

Re: Call Features - help please

Gandalf — Thu, 16 Feb 2023 13:58:29 GMT

I suspect the issue was what's known as the Tie Pairs at the exchange, which is the broadband equipment used for standard broadband(ADSL) and can sometimes affect caller display.

Glad that it's sorted and no problem at all for the help!