This topic

Caller Display has never worked. Why?

David100 — Mon, 09 Aug 2021 20:03:37 GMT

I have been with BT for decades, if you include previous incarnations. I have a BT4500 telephone which can show Caller Display. I have checked MyBT and Caller Display is shown as enabled on my account; yet I have never been able to get the service to work. When renewing my BT contract, I have raised this with the caller, and they confirm the service should be available. The line and Broadband works fine. Before I consider buying a newer telephone, please can anyone tell me what else I could check.

Thank you

David

Re: Caller Display has never worked. Why?

COMPANY-PENSIONER — Mon, 09 Aug 2021 20:48:20 GMT

@David100wrote:
I have been with BT for decades, if you include previous incarnations. I have a BT4500 telephone which can show Caller Display. I have checked MyBT and Caller Display is shown as enabled on my account; yet I have never been able to get the service to work. When renewing my BT contract, I have raised this with the caller, and they confirm the service should be available. The line and Broadband works fine. Before I consider buying a newer telephone, please can anyone tell me what else I could check.
Thank you
David

I had the same problem. Caller Display enabled on my line: never worked from activation. Tried the BT Star Services Codes. Still no go.
I was informed by Sales it was enabled. Maybe I didn't have a CD compatible phone. I've a compatible DECT phone.
Finally, they agreed to put CD through, again. 15-minutes later, it was working.

If you really can't get a result. Message the Moderators to take your problem up, on your behalf.
Never be afraid to email the BT CEO. He has a whole staff to deal with this sort of thing.
People who work to a computer screens, only have electronic information to quote.
In the real world what they're looking at, can have more than one correct answer. Especially, if you've a problem; electronically unseen.
BE SAFE OUT THERE !

Re: Caller Display has never worked. Why?

David100 — Mon, 09 Aug 2021 20:58:37 GMT

Thank you COMPANY-PENSIONER. Your answer is reassuring. But why should a simple, but essential service, be such a fight to work properly? It is not complicated or expensive technology.

Re: Caller Display has never worked. Why?

Keith_Beddoe — Tue, 10 Aug 2021 06:22:22 GMT

@David100

That is quite a common problem where the exchange configuration is lost, and is out of sync with your account.

To fix it, you need to remove the caller display option from MyBT, and progress that order.

Then wait 48 hours and add it again. That will reload the customer profile within 24 hours.

Re: Caller Display has never worked. Why?

PaddyB — Tue, 10 Aug 2021 07:11:06 GMT

Hi @David100,

Thank you for posting. I'm sorry you haven't been able to get the Caller Display to work.

Please can you try the steps suggested by @Keith_Beddoe and let me know how you get on?

Thanks,

Paddy

Re: Caller Display has never worked. Why?

David100 — Tue, 10 Aug 2021 09:06:35 GMT

Keith, that sounds like an amazingly simple solution. I have just started the process. Thank you very much.
David

Re: Caller Display has never worked. Why?

David100 — Tue, 10 Aug 2021 09:10:39 GMT

Paddy, I am impressed by your intervention and offer to help. Thank you. I have started the process suggested by Keith and will report back.
If it works, as I am sure it will, and if the problem is widespread, how can BT be persuaded to include the solution in their HELP feature? I am sure such a move would save a lot of aggravation and frustration.

Re: Caller Display has never worked. Why?

COMPANY-PENSIONER — Tue, 10 Aug 2021 09:17:34 GMT

@David100wrote:
Keith, that sounds like an amazingly simple solution. I have just started the process. Thank you very much.
David

There you go ! The customer has to do all the work when the exchange config is lost. It doesn't mirror on front-office systems. Why not ?

Re: Caller Display has never worked. Why?

David100 — Sat, 14 Aug 2021 14:04:58 GMT

Keith, something very odd is happening. Twice I have unticked the button for caller display; waited 48 hours, signed in to MyBT only to find that it still shows that I have ordered Caller Display, the opposite of my intended actions. On the last occasion, I actually received an email from BT regretting my decision to switch off Caller Display.

Frankly, it is not the easiest menu to follow. On each attempt my list of security features does not show Caller Display. It fails to show the options for selection. By accident, I found a way back to the radio buttons for selection/deselection.

Have you any idea why this obscure behaviour is happening? Shall I try the verbal help route; or is there another way I can achieve what I want?

Thank you

David

Re: Caller Display has never worked. Why?

Keith_Beddoe — Sat, 14 Aug 2021 14:34:04 GMT

Not sure what is going on with your account, so I have asked a moderator to help.

Re: Caller Display has never worked. Why?

Keith_Beddoe — Sat, 14 Aug 2021 14:40:01 GMT

@COMPANY-PENSIONER wrote:

@David100wrote:
Keith, that sounds like an amazingly simple solution. I have just started the process. Thank you very much.
David

There you go ! The customer has to do all the work when the exchange config is lost. It doesn't mirror on front-office systems. Why not ?

Because the exchange config is uploaded from the OMC, and this only happens when there is a change of state. The BT exchanges are very old, and update using a system akin to using a command prompt on your PC. These exchanges are in the process of being closed down, and calls will be routed over IP instead, ie (BT Digital Voice). It will all just be in software then.

Re: Caller Display has never worked. Why?

David100 — Sat, 14 Aug 2021 14:50:14 GMT

Should I repeat the action to discontinue Caller Display and just wait a few more days for the old exchange system to catch up? Or are suggesting that it may never catch up?

Re: Caller Display has never worked. Why?

RobbieMac — Sat, 14 Aug 2021 15:17:58 GMT

Hi @David100

Thanks for your posts and welcome back!

I'm sorry for the problems you're having with Caller Display. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: Caller Display has never worked. Why?

DavidM — Mon, 04 Oct 2021 08:33:23 GMT

Hi @David100 ,

I'm glad we were able to get this sorted for you eventually. It turns out to have been a faulty splitter/filter that was the problem in the end.

Cheers

David

Re: Caller Display has never worked. Why?

David100 — Mon, 04 Oct 2021 10:05:29 GMT

After many attempts at local and national level, Caller Display now works. Or, I think so. Eventually a house visit by a locally-based engineer found the problem. It was a faulty splitter box, which he replaced very quickly. He admitted that he had never experienced this fault before. I do feel it should be documented because, if true, the cure could be carried out by the user.

I entered a caveat. While incoming numbers are shown, (only the last viewable digit are left on display), I have yet to see a name from my Phone book. One friend, who is in my Phone book, was unable to ring me as he was blocked by a message saying words to the effect that he needed to be registered. (He is a regular caller and has succeeded in the past). He could only access me via his mobile telephone. Was this situation a consequence of preceding actions? Or was it a result of my phone settings? Well I checked my phone settings and found only withheld numbers are barred, His was not in that category.

As a result of this isolated negative experience, I withhold my total acceptance until I have some known callers call me. Using my own mobile telephone, the home phone accepted that call without a problem. So I hope all is now clear. Certainly we are not receiving unwanted calls, since the equipment was checked and replaced at the local exchange.

I am sorry that my report is so convoluted. But the saga has rolled on for a very long time. At least I have our telephones showing who is calling us, which was the main objective of this exercise.

I would like to place on record the help received from two moderators, who successfully intervened on my behalf. I am very grateful indeed. (You can see their interventions in this thread above)

Re: Caller Display has never worked. Why?

David100 — Mon, 04 Oct 2021 19:24:12 GMT

David M, thank you very much for your help. It is difficult to say whether the cure is complete. In theory, it is; but we have had so few landline calls into our number from those people in our phone book, that it is too early to say. If I remain quiet, it will be safe to assume the problem has been solved. My grateful thanks.
David100