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Digital voice - lost caller display when broadband renewed

PhilLLangoed — Wed, 05 Mar 2025 11:22:24 GMT

Morning

my BT broadband package upgraded last week, and since then I have lost caller display on my digital voice phone. Incoming calls just say no caller info, and no number is displayed in my calls list. Outgoing calls are fine and all show who I have called in the list.

I have tried a couple of the remedies suggested here - unplugging the base from the power and also reconnecting to the hub, without success. I have also checked in MyBT ( what a frustrating process that is, logging in several times and seemingly going round in circles!) and caller display is enabled.

Does anyone have any ideas please?

thanks, Phil

Re: Digital voice - lost caller display when broadband renewed

jac_95 — Wed, 05 Mar 2025 11:22:39 GMT

Hi PhilLLangoed,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Digital voice - lost caller display when broadband renewed

Leanne_T — Thu, 06 Mar 2025 12:47:28 GMT

Hi there @PhilLLangoed

Thanks for posting on the community.

It sounds like you have tried everything we would suggest, and this will need to be looked into for you.

Please get in touch with our technical support guides and they can see what may be causing this and help get the caller display sorted 🙂

Let me know how you get on.

Leanne.

Re: Digital voice - lost caller display when broadband renewed

PhilLLangoed — Fri, 07 Mar 2025 11:48:36 GMT

Thanks Leanne, will do

Re: Digital voice - lost caller display when broadband renewed

PhilLLangoed — Fri, 07 Mar 2025 12:35:32 GMT

Not sure whether I was chatting to a real person or a bot, but apparently it will be restored at midnight. BUT, the order that came through on email telling me also said that voicemail and caller protection now were being removed. Chat says this is not the case, but can’t tell me why the email was incorrect. I await tomorrow with trepidation!

update, just got an email restoring these, but still await tomorrow with crossed fingers

Re: Digital voice - lost caller display when broadband renewed

Michael_D — Fri, 07 Mar 2025 14:32:32 GMT

Thanks for the update @PhilLLangoed.

It does sound promising that it is moving forwards for a fix tomorrow.

Please keep me posted with how it looks in the morning.

Michael

Re: Digital voice - lost caller display when broadband renewed

PhilLLangoed — Sat, 08 Mar 2025 10:18:18 GMT

All looking good this morning, but no idea why it happened in the first place, or if it is a common occurrence. Thanks for help.