This topic

Caller Display

Geoff12 — Thu, 30 Apr 2026 17:20:04 GMT

I use a BT7600 (nuisance call blocker and answer phone). At the beginning of April2026 caller display stopped showing in-coming calls, while continuing to display out-going calls. Lengthy discussions with 150 (3 weeks ago) established that a fault existed that would need to be sorted out by central processing. A date was quoted by which service would be resumed; this was not achieved. I contacted 150 again today, the 'guide' again referred it to central processing.

The situation is worse now than before, as the answer phone now is not recording messages.

If I am there to take a call, I can see the name of the person calling, but if I am not there I do not know who has called; this can be important.

A couple of questions:

Is it possible see a list of received calls in MyBT
Does there seem to be a reasonable explanation as to why BT takes so long to resolve a technical problem like this

Thanks for any advice

Re: Caller Display

Katie_B — Fri, 01 May 2026 15:57:24 GMT

Hi @Geoff12.

Thanks for coming here.

I am sorry to hear that your fault has not yet been resolved.

Was a ticket raised?

Was any other update provided when you called our customer care team?

Are the callers within your contacts list?

Katie

Re: Caller Display

Geoff12 — Fri, 01 May 2026 16:17:32 GMT

Thanks for responding Katie.

I can't see any ticket number in the texts that I have received.

No real up-date was provided - during my conversation on Thursday 30 April I provided all the details again. The guide at one point seemed to think that the problem had been resolved, possibly on the basis of a text incorrectly sent on 17 April 'service is now back to normal'.

When I am at home to take a call, I see the name displayed if the person is in my contacts list. If not in the contacts list, the display is just 'incoming call'.

Re: Caller Display

Alex_H — Sat, 02 May 2026 09:37:54 GMT

Thanks for confirming @Geoff12.

If you do have BT Call Protect, logging into the website and going to the BT Call Protect home page, then recently received calls should show the last 20 calls received. Though its possible the problem may affect this also.

Other than that unfortunately it is just a case of waiting for the issue to be fixed, I would recommend reaching back out to the technical team when you get a chance for any updates on the ticket.

Alex

Re: Caller Display

Geoff12 — Sat, 02 May 2026 16:30:58 GMT

Thank you for the tip about the last 20 numbers on the BT Call Protect page.

I have located this - but it doesn't show saved contact names, and the numbers in themselves aren't particularly recognisable.

Is the Technical Team contactable other than by phoning 150?

May I ask if you and Katie as moderators are within the BT organisation?

Re: Caller Display

Katie_B — Sun, 03 May 2026 07:11:23 GMT

Hi @Geoff12.

Thanks for checking.

Our technical care team can only be contacted via 150.

I can also confirm myself and Alex work for BT.

Katie 🙂

Re: Caller Display

Geoff12 — Wed, 13 May 2026 16:13:56 GMT

I first contacted BT 150 about this fault on 14th April. I have checked with 150 each week since. I asked for a ticket number on my 3rd contact. Two expected completion dates were advised re this ticket, neither achieved.

The 150 guide on the most recent contact was unable to comment (on behalf of another department) on why the fault was taking so long to correct.

I wonder if anyone on this forum is able to suggest reasons for the repair taking so long - capital works needed, or a particularly complex problem?

Re: Caller Display

Katie_B — Thu, 14 May 2026 08:24:23 GMT

Thanks for keeping us updated.

I'm sorry top hear this is still on going @Geoff12.

We have no account access here on the community so we are unable to provide you with an update.

Was it our Level 2 team you last spoke with?

Katie

Re: Caller Display

Geoff12 — Thu, 14 May 2026 16:18:03 GMT

Thanks for the reply.

While the 150 guides have been pleasant to speak to, none of them mentioned passing the the problem to the Level 2 team.

Is there a way to contact the Level 2 team directly, or should the 150 guide be asked to transfer the call?

My request for any views on why the problem was taking so long to correct was general rather than relating to my specific case.

I had imagined that Tech Services might look at community posts to keep tabs on developing problems.

If there is no resolution soon, I see that there is a complaints option in MyBT, and I may have to resort to that.

Re: Caller Display

Katie_B — Fri, 15 May 2026 07:02:33 GMT

Hi @Geoff12.

Our technical care guides have the ability to speak to our Level 2 team.

This is the team who will be dealing with the ticket raised on your account.

I'd recommend giving us another call and letting me know how this goes.

Speak soon,

Katie

Re: Caller Display

Geoff12 — Fri, 15 May 2026 13:02:17 GMT

The 150 guide this morning again tried a remote re-boot, no success. The guide knew about the Level 2 Team - in the main consultants - but would not normally expect to contact them.

The guide spoke to the Level 2 Team on my behalf. They did not supply any reason why the repair was taking so long, merely saying that they would not close the ticket until successful completion.

There were no notes made against the ticket number as to what had been done to date, or particular difficulties encountered.

It would seem reasonable for notes of that nature to be made as a matter of course, so that the 150 guide did not have to start from the beginning each time.

Another 40 minutes on the phone today!