This topic

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 10:11:51 GMT

I recently changed over from standard broadband to FTTH and have now lost my caller display feature also. Perhaps this could be the same issue.

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 10:19:30 GMT

@grandles

Are you now on BT Digital Voice, if so, I think you have to enable it via MyBT?

https://www.bt.com/help/landline/digital-voice--how-do-i-use-my-calling-features-#:~:text=Managing%20your%20calling%20features&text=Or%20you%20can%20log%20in,this%20if%20you%20want%20to.

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 10:54:08 GMT

Hi Keith,
Thanks for the reply. I'm honestly not sure if I am on BT Digital Voice. I was on BT Infinity Broadband, with fibre to the cabinet, then over copper to my home. My main phone box had the house phone connected and then a DSL connection off to the home hub.

Now, I'm on BT Halo, with a fibre directly to the home and into a fibre tray. The home phone is still connected to the existing main phone box. The phone line itself works, incoming and outgoing calls are working. Just now when an incoming call comes in, the display on any of the house phones says 'No Number' rather than displaying the number.

Does the BT Digital Voice service connect this way, or would that have needed the home phones connect to the 'Phone' port in the fibre tray?

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 10:57:41 GMT

Then your phone line is the same.

When you upgraded, caller display would not automatically be added to your account, so you will need to add it to your line by logging into MyBT and using the "manage phone features" section.

There will be an option there to order your free caller display feature.

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 11:01:06 GMT

I've just had a quick read through the 'Digital Voice' section via MyBT. I don't have that service, so I'm assuming this issues is not the BT Digital Voice issue and is with the standard phone line.

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 11:03:15 GMT

I done that last night to re-add the service and received an automated message after a short time to advise that it was now active, but when I make a test call from my mobile to the home number, it still displays 'No Number' on all device displays in the house.

I'll try again now though, just to be sure.

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 11:06:20 GMT

Please check to see if Caller Display is switched on by entering the
code * # 234 #. If it's active you'll get the message Caller identity will
be displayed.

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 11:10:42 GMT

When I try to re-add the service via MyBT, I get a message "Please either add or remove calling features to proceed - items that are selected are already active on the account"
----------
I entered the code *#234# on my landline and get the message "Sorry, the service requested is not available. Thank you for calling. Please hang up."

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 11:17:34 GMT

This is what I get when I try to add the service to my account...Which indicates to me that the service is already there.

https://drive.google.com/file/d/1_xC_gOnJVSRKVs7dEv_ng3KZHWZ4LC8s/view?usp=sharing

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 11:25:26 GMT

@grandles wrote:
When I try to re-add the service via MyBT, I get a message "Please either add or remove calling features to proceed - items that are selected are already active on the account"
----------
I entered the code *#234# on my landline and get the message "Sorry, the service requested is not available. Thank you for calling. Please hang up."

Then its not active on your account as the instruction has not been send to the exchange equipment. That can sometimes happen.

What you need to do is to remove the feature, and progress the order. Then wait 48 hours and add it again. That should resent the command to the exchange.

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 11:29:04 GMT

Ok Keith,
I'll do that and remove it now, then add it back on after 48 hours and see how we go. I'll come back with an update on this thread after than and see how we go. Hopefully to confirm it's working.

James.

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 11:35:04 GMT

If there is still a problem after that, and it says the service is not active, then there may be a data mismatch somewhere between your account, and the exchange equipment number, and a moderator can be asked to help.

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 11:54:04 GMT

Oh great, now that I've removed the 'Caller Display' and checked the order, BT have now changed by calling plan to the silly 'Pay As You Go Call Plan', which I did not select or ask for, so here goes another wasted day on the phone to try to get them to undo something I didn't ask for. And there was me thinking I'd not have to spend my Sunday on the phone with BT again 😞

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 11:59:09 GMT

The PAYG is now the default for all new renewals. I assume you must have added one of the calling plans yourself?

If you had not done that, then you should be able to select one of them yourself.

https://www.bt.com/help/landline/manage-service/i-want-to-change-or-cancel-my-services/what-are-the-bt-calling-plans-and-how-can-i-change-to-a-new-one-

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 11:59:02 GMT

I was on the 700 minutes per month plan and didn't ask for any change to that. That was only a new package I joined around September 2020 when I changed over to the Halo product.

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 12:01:04 GMT

@grandles wrote:
I was on the 700 minutes per month plan and didn't ask for any change to that. That was only a new package I joined around September 2020 when I changed over to the Halo product.

That may have been removed when you changed over to FTTP, you may not have noticed it.

Re: Caller display not working, going round in circles

grandles — Sun, 24 Jan 2021 12:08:22 GMT

Looks that way. I don't use the actual phone line (but do have my Mother living with me as I'm her carer). She does make calls, but not very often. I'll wait until the next billing cycle and see the cost different. If she's using over the cost that the 700 minute bundle would cost, I'll go back onto that plan.

So, for the moment, with the above exception, I have now done as you have suggested and removed the Caller Display feature. I'll wait 48 hours and them add that back on and see how we do with resolving the Caller ID option not working.

Thank you for your help,
James.

Re: Caller display not working, going round in circles

Keith_Beddoe — Sun, 24 Jan 2021 12:15:25 GMT

BT now assume that many people only use the landline occasionally, or not at all, so it makes sense to have a PAYG option. You will have to decide what is best.

I am on an old legacy ADSL (12Mb) package, which has free weekend calls, however I cannot remember the last time I made a call, as its my wife that does that, and she has unlimited calls on her BT mobile.