topic Caller ID not working in Home Phone

Caller ID not working

acsimpson17 — Tue, 18 Apr 2023 17:17:04 GMT

Hi. Ever since moving from Sky in 2021, caller ID has not worked. I only raised this with plusnet support in January this year as it is now more important than before.
I have had multiple questions open with support who say they've switched the service off and on and I've ensured the BT caller ID service is on.
I've tried another phone that is known to work with caller id but still no joy.
Any assistance would be appreciated.

Re: Caller ID not working

willcutforth — Thu, 20 Apr 2023 12:57:01 GMT

Hey there @acsimpson17

Is it still not working now at all? I can see that the fault has been closed on the BT side!

Re: Caller ID not working

acsimpson17 — Thu, 20 Apr 2023 13:43:27 GMT

Hi Will
I'm afraid caller id is still not working.
Andrea

Re: Caller ID not working

willcutforth — Thu, 20 Apr 2023 16:04:19 GMT

Noooo!! Guess I will have to raise it again to find out what's going on and have an open ticket rather than it closing. I am so sorry about this.

Re: Caller ID not working

acsimpson17 — Fri, 21 Apr 2023 07:41:47 GMT

Thanks for continuing to look into this Will.

Re: Caller ID not working

willcutforth — Fri, 21 Apr 2023 07:44:03 GMT

No worries, it can be a real pain when it's not working as you never know when to pick up the phone and when not to. I ended up ditching my landline for that reason really.

Re: Caller ID not working

acsimpson17 — Wed, 24 May 2023 09:53:12 GMT

Hi Will,

Apologies, Ive been away for a few weeks.

I have received an email from plusnet support saying that question 233236784 has been closed as "The fault has now closed with our suppliers."

However, on testing Caller ID again this morning - it still simply says "Incoming Call"

Regards

Andrea

Re: Caller ID not working

adamwalker — Wed, 24 May 2023 11:24:46 GMT

Hi Andrea, no worries and I'm really sorry that's still not fixed. I've taken ownership of this for you as I feel that would be helpful to get it resolved. I've made Openreach aware that this is still an issue and I've popped an update on your account here: https://www.plus.net/wizard/?p=view_question&id=233236784

I should have some news on this for you within the next 48 hours so I'll be back in touch when that comes through.

Adam

Re: Caller ID not working

adamwalker — Thu, 25 May 2023 13:58:43 GMT

Hi @acsimpson17 Just a quick update to let you know that I'm still awaiting an update on this from Openreach, I'll get that chased up again for you when I'm back on shift again next Tuesday.

Re: Caller ID not working

adamwalker — Tue, 30 May 2023 11:28:53 GMT

Hi there, just letting you know we've had a request to book an engineer appointment with you.

Can you let me know your availability in these slots please?

AM = 08:00 to 13:00

PM = 13:00 to 18:00

Adam

Re: Caller ID not working

acsimpson17 — Sat, 03 Jun 2023 11:43:49 GMT

Hi Adam.
We're happy to see an engineer on Thursday afternoon. Please confirm that this has been booked.
Thanks again
Allen on behalf of Andrea.

Re: Caller ID not working

MatthewWheeler — Sat, 03 Jun 2023 14:29:20 GMT

Thanks for getting back to us @acsimpson17

We've had to re-raise this to Openreach so they can look into this and as soon as we can book the appointment we will

Re: Caller ID not working

acsimpson17 — Thu, 08 Jun 2023 09:49:49 GMT

Hi Matthew,

Do we have an appointment booked with OpenReach for this afternoon?

We havent had any notifications about it if we do.

Re: Caller ID not working

ClaudiaG23 — Thu, 08 Jun 2023 10:17:19 GMT

Hey @acsimpson17, I can confirm the appointment is happening today between 1pm and 6pm. One of our team will be in touch with you in the next 24 hours to make sure the engineer has resolved this issue for you.

Re: Caller ID not working

acsimpson17 — Thu, 08 Jun 2023 11:52:09 GMT

Thank you for the confirmation.

The Openreach engineer has been and has identified a high resistance fault, potentially with the router.

He has suggested that Plusnet send out a new router to replace this one.

Is that something you can organise please.

Allen on behalf of Andrea Simpson

Re: Caller ID not working

ClaudiaG23 — Thu, 08 Jun 2023 11:53:38 GMT

I'll need to wait for the engineer's report first but this shouldn't be a problem. I'll check in again in a couple of hours and I'll see what the engineer has had to say.

Re: Caller ID not working

acsimpson17 — Thu, 08 Jun 2023 11:55:12 GMT

Thank You

Re: Caller ID not working

RealAleMadrid — Thu, 08 Jun 2023 12:04:59 GMT

@acsimpson17 A high resistance fault is a line fault so nothing to do with the router so no point changing it. Also the Caller ID problem is nothing to do with the router. It seems the engineer did nothing to fix the fault. You seem to have had a clueless engineer, I would ask Plusnet to send someone who has the knowledge to fix the problem.☹️

Re: Caller ID not working

acsimpson17 — Thu, 08 Jun 2023 12:18:48 GMT

The engineer has also isolated a fault which causes the Internet to drop when the phone is used. His suggestion to replace the router is due to this with the hope that caller id may be affected too. It will be in his report.

Re: Caller ID not working

jab1 — Thu, 08 Jun 2023 12:21:23 GMT

I agree with @RealAleMadrid - your engineer was a muppet - nothing in you post above his makes any logical sense.