This topic

No caller ID after upgrade to Full Fibre/Digital Voice

Rockintone — Mon, 03 Mar 2025 17:33:33 GMT

Hi,

As per title, I no longer have caller ID since my recent upgrade. I read somewhere that I should be able to switch this on by logging into My BT and managing my digital voice but I can't see an option for this.

Any help appreciated.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Manatarms84 — Mon, 03 Mar 2025 17:36:53 GMT

Its likely it didn't move over with you I would contact BT to have it turned back on and will be fixed in a day or so

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Rockintone — Mon, 03 Mar 2025 18:59:56 GMT

An update, got through to BT after 25mins, when I asked the question the answer was 'what's caller ID' 🤣.I then said caller display, eventually the penny dropped. I was then told I already had it which I don't, I was the put on hold while the call handler spoke to someone - I waited 15 mins on hold but gave up.

Ill try again tomorrow.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Rockintone — Fri, 07 Mar 2025 09:56:40 GMT

Hi,

A further update on this, I called the next day (tues) and got a very helpful customer service rep. They said that it looked like I had caller display on my account but they would escalate the matter to another team and caller display would be active by today (Friday). Unfortunately I still do not have caller display working.

Just wanted to check, I have corded phone plugged in (with a display for calls) to the back of my smart hub 2, the phone works fine with digital voice and I assume corded phones work ok with caller display and digital voice?

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Peter_W — Fri, 07 Mar 2025 12:04:15 GMT

Thanks for the update here @Rockintone!

That's absolutely right, you plug your regular phone / base station into the Green telephone port on the back of the Smart Hub 2.

If all is working as it should do with the digital voice service it does sound like it's just the caller display that needs investigation, so fingers crossed you should get an update from our team soon.

Peter

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Rogieboy — Mon, 28 Apr 2025 12:28:48 GMT

I have the same problem. BT Studio+ S100 plugged into the smarthub. Phone operates, but no caller display. Have checked via the BT App that display is turned on. Tried turning it off, logging out, logging back in and turning it on again without success. Have registered the phone with the hub on my network. 🤷🏻‍♂️

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Rogieboy — Mon, 28 Apr 2025 12:29:56 GMT

Have also rebooted the router.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Alex_H — Tue, 29 Apr 2025 07:48:15 GMT

Hi @Rogieboy,

Welcome to the BT Community

It sounds like it has dropped off during the upgrade despite it still showing in your online account. I would recommend giving us a call so that one of our guides can check your account and if they are unable to resolve it they should be able to raise an investigation to help get it sorted. Fix landline | BT Help

Alex

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Rogieboy — Tue, 29 Apr 2025 08:01:05 GMT

Ah, yes, but...
Turns out the phone I thought was compatible...isn't!!!
new kit ordered.
Thanks.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Alex_H — Tue, 29 Apr 2025 08:18:17 GMT

Ah thanks for providing an update. Hopefully should all be working again when the new phone arrives.

Alex

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Redlollipop — Mon, 22 Sep 2025 10:33:46 GMT

We have the same problem after switching to DV with FFTP broadband last week. The Openreach engineer set up the complete system pairing 2 adapters to the hub and plugging in the phones. I am aware that the information on links from the emails received state that if your phones were purchased before 2015 they may not work so this may be the reason for no caller ID, and a small number of other problems encountered so far. The engineer did say that the phone/fax Brother model FAX-510 Plus over 20 years old, plugged into the hub in an upstairs bedroom may not work. It rings with an incoming call but I've not noticed if the CD works. The 2nd phone is a BT Paragon 650 phone with built in answer machine plugged into an adapter in the downstairs lounge, the engineer said that looking at this phone it should work OK. The CD definitely does not work on this phone. Two messages received so far, 1 was left on 1571 and the 2nd onto the phone but was inaudible and 'garbled'. There are times when we call a family member's mobile we hear it ringing and then silence, they can hear us, we can't hear them. They call back without a problem. Calls to other landlines appear to work as normal. Could this be due to technical glitches in the system, our phones or the system needs to be checked and just how long is this likely to continue as I have read reports of some being left with problems for approximately a month before normal service was resumed. Any advice would be much appreciated.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Katie_B — Tue, 23 Sep 2025 13:45:32 GMT

Hello @Redlollipop.

Welcome to the EE Community.

You would need to use a phone that is compatible with Digital Voice, you can view the range of phones via the online shop.

The second phone which is the BT Paragon650, should be compatible. If this is not working as it should please give us a call so this can be looked into further.

Katie

Re: No caller ID after upgrade to Full Fibre/Digital Voice

imjolly — Tue, 23 Sep 2025 15:19:02 GMT

Try connecting the paragon phone to socket on the router and see if caller id is working. If still not working then phone CS 03301234150 and they should help

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Redlollipop — Wed, 24 Sep 2025 12:38:30 GMT

Many thanks for your reply. Hubby telephoned EE 23rd Sept and explained that caller display wasn't working on the phones. The call handler informed him that this was one of the most problematic reports. They informed him they would uninstall the old caller display and reinstall it. Incoming calls this morning are working on the older phone, the Brother Phone/Fax plugged directly into the hub in the upstairs bedroom but the CD still shows as 'external call' on the BT Paragon 650 plugged into the adapter in the downstairs lounge. As you suggest the Paragon should be working we're not sure if it's the phone or the adapter that is the problem. We have a spare adapter (we thought it may be needed for the phone/fax) but which which the installation engineer said could be plugged directly into the hub. We plan to use the spare adapter for another phone (to be purchased soon) for the other bedroom. Any futher suggestions as to the cause of the problem will be most welcome, hubby is not a happy chappy. Many thanks.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

licquorice — Wed, 24 Sep 2025 12:43:04 GMT

Did you try @imjolly suggestion to determine if it is the phone or adapter at fault?

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Redlollipop — Wed, 24 Sep 2025 12:43:21 GMT

Many thanks for your suggestion. I will try that as the CD is working on the phone/fax plugged into the router/hub but still not working on the Paragon plugged into the lounge adapter.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Redlollipop — Wed, 24 Sep 2025 12:45:17 GMT

Thanks for the reply. Apologies for delay, using PC for limited time during the morning. Have just replied that I will try your suggestion. Many thanks.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Redlollipop — Wed, 24 Sep 2025 15:56:05 GMT

UPDATE: We were sent two adapters, one with the rounded top with the EE logo cutout on the front and one a straight sided rectangle without the logo shape. The installation engineer plugged the lounge Paragon phone into the plain retangular adapter. We have swapped the adapter for the EE logo cutout and the CD is now working on the Paragon phone. Why CD works with the logo adapter and not the other is a mystery to me. Next task, try to reset the SMS text service on the lounge phone, if this will work on EE. Many thanks for all of your help and advice.

Re: No caller ID after upgrade to Full Fibre/Digital Voice

Redlollipop — Thu, 25 Sep 2025 07:06:47 GMT

Since posting the Update I have read the leaflets that were in the adapter boxes. The one with the EE logo shaped cutout and rounded top refers to the Smarthub and the rectaangular one refers to the EE hub. We have the BT Smarthub 2.0, Presumably the reason for CD not workiing after installation.