cancel
Showing results for 
Search instead for 
Did you mean: 

Caller ID intermittently displaying external

cosbald
Hooked
Posts: 8
Thanks: 3
Registered: ‎14-06-2018

Caller ID intermittently displaying external

This started happening in the last 2 weeks. Until then we have had no problems. At first we just assumed it was some marketing calls. Some calls during this period and even now display correctly. However our daughter was trying to call us but failed as we ignored the 'external' call

I have tried calling the home phone from my mobile and it seems to be about 50/50 that either the number is displayed or external is displayed..

I have tried plugging the phone directly into the BT socket and tested from my mobile but with the same result.

What is worse is that no call history of external calls is kept by our base unit so we don't know if we have missed calls and any messages go to the 1571 number instead of our phones own answerphone.

Has anyone got any ideas

13 REPLIES 13
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,175
Thanks: 1,050
Fixes: 405
Registered: ‎01-01-2012

Re: Caller ID intermittently displaying external

Sorry to hear you're having issues.

Are the numbers calling UK numbers or international numbers?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
cosbald
Hooked
Posts: 8
Thanks: 3
Registered: ‎14-06-2018

Re: Caller ID intermittently displaying external

Some at least are UK and UK mobile (my daughter and my mobile)

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,263
Thanks: 9,193
Fixes: 1,478
Registered: ‎21-04-2017

Re: Caller ID intermittently displaying external

I've raised a fault with our suppliers and we'll be in touch when we know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Mustrum
Community Veteran
Posts: 3,071
Thanks: 788
Fixes: 73
Registered: ‎13-08-2015

Re: Caller ID intermittently displaying external

Have you tried another phone - or tried your phone in someone else's line?

Just thought I would ask before you get an engineer cll out charge if it is found to be your phone.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,263
Thanks: 9,193
Fixes: 1,478
Registered: ‎21-04-2017

Re: Caller ID intermittently displaying external

Whilst it's always a good idea to rule out internal equipment, the fault I've raised is being progressed to an engineer to investigate externally.

We should have an update by the end of Monday.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
cosbald
Hooked
Posts: 8
Thanks: 3
Registered: ‎14-06-2018

Re: Caller ID intermittently displaying external

I should be able to borrow my daughters phone this weekend fro further testing

cosbald
Hooked
Posts: 8
Thanks: 3
Registered: ‎14-06-2018

Re: Caller ID intermittently displaying external

Same problem occurs using our daughters phone at our property.

Approx 50/50 chance of a number being displayed. Her phone does not say external - it just keeps ringing showing no number

198kHz
Seasoned Hero
Posts: 5,591
Thanks: 2,577
Fixes: 37
Registered: ‎30-07-2008

Re: Caller ID intermittently displaying external

Possibly corruption of the CLI data by the line, then, but more than likely somewhere in the exchange.

If you want the best seat in the house, move the cat
FTTC 40/10   Billion 8800NL
BT technician (Retired)
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,175
Thanks: 1,050
Fixes: 405
Registered: ‎01-01-2012

Re: Caller ID intermittently displaying external

@cosbald We've been advised a engineer has fixed the issue this morning.

Any chance you can monitor it over the next few days to see if it's still happening?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
cosbald
Hooked
Posts: 8
Thanks: 3
Registered: ‎14-06-2018

Re: Caller ID intermittently displaying external

Engineer seems to have fixed the problem. 18 successive calls from my mobile have all displayed the number, plus the 3 from the engineer. Will continue to monitor but looking good. Thanks for the help

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,263
Thanks: 9,193
Fixes: 1,478
Registered: ‎21-04-2017

Re: Caller ID intermittently displaying external

Glad to hear that! Let us know if you need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 19,707
Thanks: 8,043
Fixes: 94
Registered: ‎22-08-2007

Re: Caller ID intermittently displaying external

Would be good to know what was the source of this problem. I’ve seen this on multiple occasions with a frequent contact when he calls from his mobile. Frequently no CLI is displayed.

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.

cosbald
Hooked
Posts: 8
Thanks: 3
Registered: ‎14-06-2018

Re: Caller ID intermittently displaying external

The fix was a board replacement at the exchange. Everything has been fine since then