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Caller ID not working

acsimpson17
Dabbler
Posts: 14
Registered: ‎18-04-2023

Caller ID not working

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.
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37 REPLIES 37
willcutforth
Plusnet Help Team
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Registered: ‎27-11-2020

Re: Caller ID not working

Hey there @acsimpson17 

 

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

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 Will Cutforth
 Plusnet Help Team
acsimpson17
Dabbler
Posts: 14
Registered: ‎18-04-2023

Re: Caller ID not working

Hi Will
I'm afraid caller id is still not working.
Andrea
willcutforth
Plusnet Help Team
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Registered: ‎27-11-2020

Re: Caller ID not working

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.

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 Will Cutforth
 Plusnet Help Team
acsimpson17
Dabbler
Posts: 14
Registered: ‎18-04-2023

Re: Caller ID not working

Thanks for continuing to look into this Will.

willcutforth
Plusnet Help Team
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Registered: ‎27-11-2020

Re: Caller ID not working

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.

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 Will Cutforth
 Plusnet Help Team
acsimpson17
Dabbler
Posts: 14
Registered: ‎18-04-2023

Re: Caller ID not working

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

adamwalker
Plusnet Help Team
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Registered: ‎27-04-2007

Re: Caller ID not working

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

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 Adam Walker
 Plusnet Help Team
adamwalker
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Re: Caller ID not working

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. 

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 Adam Walker
 Plusnet Help Team
adamwalker
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Re: Caller ID not working

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

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 Adam Walker
 Plusnet Help Team
acsimpson17
Dabbler
Posts: 14
Registered: ‎18-04-2023

Re: Caller ID not working

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.
MatthewWheeler
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Caller ID not working

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

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 Matthew Wheeler
 Plusnet Help Team
acsimpson17
Dabbler
Posts: 14
Registered: ‎18-04-2023

Re: Caller ID not working

Hi Matthew, 

 

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

We havent had any notifications about it if we do.

 

ClaudiaG23
Plusnet Help Team
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Re: Caller ID not working

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.

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 Claudia Garner
 Plusnet Help Team
acsimpson17
Dabbler
Posts: 14
Registered: ‎18-04-2023

Re: Caller ID not working

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