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Caller ID and Caller Protect not working

FIXED
jeffers4219
Newbie
Posts: 4
Registered: ‎27-12-2017

Caller ID and Caller Protect not working

I have upgraded to Fibre for Broadband and at the same time ditched BT to add my phone to PlusNet. Previously I had BT caller ID and BT Caller Guardian which both worked very well. Since my transfer on December 13 I have been unable to get activated with PlusNet for ID display and Caller Protect. I have spent a long time lately by chat line to get this done. Have been promised twice now but nothing has happened. Seems one end says it is but supplier has not done anything to activate the service.

As of now I am not being 'do you proud' and very disappointed with PlusNet.

14 REPLIES 14
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
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Registered: ‎21-04-2017

Re: Caller ID and Caller Protect not working

Welcome to the community forums @jeffers4219

It looks like the orders we've placed to amend the call features on your line have been rejected by our suppliers due to an "open cease order". As I'm not able to see this on their systems I'll need to contact them.

 

I'll post back when I've got more info.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
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Registered: ‎21-04-2017

Re: Caller ID and Caller Protect not working

Thanks for waiting. After contacting our suppliers I've sent an e-mail to the relevant team to resolve this.

I'll let you know when I hear back.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
jeffers4219
Newbie
Posts: 4
Registered: ‎27-12-2017

Re: Caller ID and Caller Protect not working

I am supposed to be waiting yet another week until Wednesday 10January to get my PlusNet Caller ID and PlusNet  Caller Protect activated and I have just received a message that my Home phone has been cancelled at my request. I have not made any such request.

What is going on?Huh

My wife has dementia and I am her carer a working phone line is essential. I think I have been more than patient since 13 December and I demand an explanation.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
Registered: ‎21-04-2017

Re: Caller ID and Caller Protect not working

Sadly it's taking longer to resolve the issues than expected.

I will continue to chase and I will update you when I know more

 

I'm not sure why you've received an e-mail advising your phone line is cancelled.

I can confirm that this is not the case.


Apologies for the inconvenience caused and thanks for your continued patience.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
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Registered: ‎21-04-2017

Re: Caller ID and Caller Protect not working

Thanks for your patience.

Caller Display should now be active on your line as of last Friday morning.

Can you let us know if it's working please?

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
jeffers4219
Newbie
Posts: 4
Registered: ‎27-12-2017

Re: Caller ID and Caller Protect not working

Hello

Seems Caller Display/ID now working . Thank you.

Have not signed off because not sure situation regarding non active Caller protect -Is this a separate issue / ticket ?

How can I tell when it is active?

 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
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Registered: ‎21-04-2017

Re: Caller ID and Caller Protect not working

Fix

Apologies I got caught up in fixing your caller display that admittedly I forgot about caller protect.

I've added it to your account/your phone line now. It should be working before tonight.

 

Can you let us know how it goes?

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
jeffers4219
Newbie
Posts: 4
Registered: ‎27-12-2017

Re: Caller ID and Caller Protect not working

Hi

Think all is well now but disappointed it has taken so many weeks. Thanks for all your efforts and appreciate you have had problems beyond your control.

Strat
Community Veteran
Posts: 31,319
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Registered: ‎14-04-2007

Re: Caller ID and Caller Protect not working

Moderator's Note

Fix reallocated as per post '8' above.

Windows 10 Firefox 107.0 (64-bit)
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
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Registered: ‎21-04-2017

Re: Caller ID and Caller Protect not working

Apologies for the time it took to resolve.

Let us know if you ever need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
1774pete
Interested
Posts: 2
Registered: ‎29-04-2018

Re: Caller ID and Caller Protect not working

I have the same problem.  Caller ID not working after house move.  Tried *234# and automated reply says "Service not available"   How can I fix it?

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
Registered: ‎21-04-2017

Re: Caller ID and Caller Protect not working

I think I've fixed this for you now @1774pete

It should be working in a few hours. Apologies for any inconvenience caused.

Let us know if you need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
1774pete
Interested
Posts: 2
Registered: ‎29-04-2018

Re: Caller ID and Caller Protect not working

Thanks, *243# now works 🙂 

Pete

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,209
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Registered: ‎01-01-2012

Re: Caller ID and Caller Protect not working

Glad to hear it's sorted!

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team