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my BT call Guardian phone no longer displays incoming numbers . callers who are in allowed list are

Merlin63 — Sat, 06 May 2023 13:48:00 GMT

I have BT8500 phones which until recently allowed callers through, ,without them having to announce themselves, were their number was programmed in to the phone. Now when they call they have to announce each time and is only option 1 or 4 available. If I go to add number to the caller list it tells me they exist already
I have reported this to 150 and have had an engineer out. They have advised no fault and to speak to faults again. Called faults and questioned if caller display is active and have been advised yes. Have said will remove and add back on again. However,despite this I still have the same issue

Re: my BT call Guardian phone no longer displays incoming numbers . callers who are in allowed list

Keith_Beddoe — Sat, 06 May 2023 13:52:25 GMT

@Merlin63

Welcome to this user forum for BT Retail phone and broadband customers.

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: my BT call Guardian phone no longer displays incoming numbers . callers who are in allowed list

Merlin63 — Sat, 06 May 2023 14:49:31 GMT

It tells me service requested is not available. I had tried this when the engineer called as seen on previous forum. Also tested before placing my call last week when it was due to be removed and added again

Re: my BT call Guardian phone no longer displays incoming numbers . callers who are in allowed list

Keith_Beddoe — Sat, 06 May 2023 14:58:51 GMT

@Merlin63

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

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

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

Please post back with an update to say whether that fixes the problem.

Re: my BT call Guardian phone no longer displays incoming numbers . callers who are in allowed list

Merlin63 — Sat, 06 May 2023 15:18:45 GMT

Thanks. That is what the BT fault team were due to do. I will check my account again

Re: my BT call Guardian phone no longer displays incoming numbers . callers who are in allowed list

Merlin63 — Sat, 06 May 2023 16:26:01 GMT

I have checked my account and now it appears call protect has been completely removed but showing caller display as active! Historically I had call protect and voicemail but due to a change in my package BT moved me on to only call protect. Have been trying to find out from support if this has any impact on the issue as well