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BT Call Guardian Service not working when moving to Plusnet

FIXED
NeilB1964
Newbie
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Registered: ‎12-06-2023

BT Call Guardian Service not working when moving to Plusnet

I am a recent customer for home phone (with caller display enabled) and broadband to Plusnet having been at BT for ever. I used the BT Call Guardian service very successfully with a BT8600 handset. Calls were pre-screened unless the number was already in the phonebook on the handset.

Since moving to Plusnet, all calls are now being screened regardless of who calls. If I turn the feature off on the handset, I get no caller display. Plusnet support seem to think this is a handset issue and should call BT.

Is this a handset issue do with think or is it the caller display feature that is at fault causing my BT phone to screen every call?

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MisterW
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Re: BT Call Guardian Service not working when moving to Plusnet

Is this a handset issue do with think or is it the caller display feature that is at fault causing my BT phone to screen every call?

@NeilB1964 I would say its likely to be a caller display problem rather than the handset. Its quite common, for new customers transferring with caller display enabled, that the Plusnet system shows caller display is active, whereas the Openreach system has removed it. Usually a simple removal and replacement of caller display, by Plusnet, rectifies the problem. You could try calling customers services again and hoping you get a more helpful agent, or wait for one of the Plusnet help team to spot this thread and make the changes.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Baldrick1
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Re: BT Call Guardian Service not working when moving to Plusnet

@MisterW 

It reads that caller display is working but it’s the BT 8800 filtering that’s not working.

@NeilB1964 

It’s a pain but if removing and reapplying caller display doesn’t work then I would try a reset of the BT8800.

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MisterW
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Re: BT Call Guardian Service not working when moving to Plusnet

@Baldrick1 

If I turn the feature off on the handset, I get no caller display.

My reading of that was that, with Call guardian disalbed , there was no caller display.

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

pjmarsh
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Re: BT Call Guardian Service not working when moving to Plusnet

It would be a bit of an assumption (though understandable) to take that as with Call guardian enabled then caller display is working.

If caller display is working at any point (with Plusnet), then I'd have thought it would be a handset issue.  If it's not then probably the more common Caller display not being enabled at Openreach being the issue.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Baldrick1
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Re: BT Call Guardian Service not working when moving to Plusnet

I have BT call guardian, but not on a BT8800. I’ve just tried it and if I turn off the screening feature, caller display still works, only the screening is disabled.

@NeilB1964 

Have you tried switching the mains to the 8800 base unit off for a few minutes to see if that changes anything?

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Gandalf
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Re: BT Call Guardian Service not working when moving to Plusnet

Fix

Hi @NeilB1964 

From what I can see we've since enabled caller display on your line.

Does your BT Call Guardian work now?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
NeilB1964
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Registered: ‎12-06-2023

Re: BT Call Guardian Service not working when moving to Plusnet

It was indeed a caller display issue. It was enabled from the moment I joined plusnet but clearly wasnt working properly. Plusnet have since reset caller display and this morning I successfully tested by re-enabling BT Call Gaurdian on my handset and calling home from a known contact..it came straight through without screening and caller display.