This topic

No caller id- again!

pandaman — Wed, 26 Mar 2025 16:34:24 GMT

Not sure this comes under this heading. I have read all the posts about losing caller id after changing to digital voice. Looked on account but no heading to turn it on but noticed somewhere that it will only show the caller if they are using a bt landline or mobile. Why? Alot of my contacts do not use a bt service, mostly mobiles so I have no idea who is calling. Had no problem before the switch. It is a backward step in my opinion. Why can't it show on non bt lines or services? Cheesed off!

Re: No caller id- again!

jac_95 — Wed, 26 Mar 2025 17:32:39 GMT

Hi pandaman,

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

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Re: No caller id- again!

imjolly — Wed, 26 Mar 2025 17:37:01 GMT

Caller id should work regardless of phone provider and it is not limited to just BT callers. If only BT then there is a fault and you need to contact CS 03301234150 to get fault fixed

Re: No caller id- again!

pandaman — Wed, 26 Mar 2025 19:04:57 GMT

It says on the BT site ' Note that numbers will not be displayed if the call is from payphones, some switchboards, non BT networks or where a callers number is withheld ' So why does it say Non BT networks?

Re: No caller id- again!

gg30340 — Wed, 26 Mar 2025 19:17:04 GMT

Because BT are not the only company that supplies a phone service. The other providers may not send the data that shows their phone number.

Re: No caller id- again!

pandaman — Fri, 23 May 2025 07:48:00 GMT

Previous to my last post I still cannot get caller id on my BT phone. I have phoned BT 3 times about this, the last time yesterday, the operators I spoke to on the previous 2 calls said it had been sorted but wasn't. I was on the phone a long time yesterday with a chap who was trying to sort it out. He said he had passed it on to the digital voice team I think he called it and raised it as a complaint which has now been closed according to a BT email I saw this morning ? why. He said it could take up to 7 days for this to be resolved which seems a ridiculous length of time. Caller id worked fine before the switch over a few weeks ago. Prior to contacting BT I tried a couple of suggestions on the forum, turning it off on the account for 24 hours and then back on, also tried unplugging phone from mains and reconnecting but neither worked. I doubt the latest call will get it working either. Modern technology eh!

Re: No caller id- again!

Christopher_G — Fri, 23 May 2025 10:35:37 GMT

Hi @pandaman

I'm not sure why the complaint was closed, but that would be a separate case to what was raised with the other team you mentioned. That should still be investigated by that team until they find a fix.

If you want an update on what is happening with it, I recommend speaking with the Technical Support team again, but once the 7 day timescale is up. They'll be able to look into why the complaint was closed and re-open it too, if needed.

Please keep us updated with what happens.

Chris

Re: No caller id- again!

pandaman — Fri, 23 May 2025 10:57:56 GMT

Thanks Chris. Will keep trying in the meantime and again after 7 days is up.

Re: No caller id- again!

pandaman — Fri, 23 May 2025 15:21:41 GMT

Miracle, caller id now working so probably why complaint resolved. Lets hope it stays working.

Re: No caller id- again!

Christopher_G — Fri, 23 May 2025 17:44:45 GMT

That's great news! Thanks for coming back to let us know, @pandaman

Fingers crossed for you that it stays that way.

Have a great weekend. 🙂

Chris

Re: No caller id- again!

pandaman — Sun, 25 May 2025 09:38:51 GMT

Spoke too soon. Don't know what they have done. Worked 1st day fine, yesterday my daughter phoned and when working it says her name, we were both out of the room so just as I went to answer it, it was saying 'incoming call', my daughter rang off and called again, this time it said her name. When we had finished our chat and rang off I got my wife to ring the landline from her mobile, at first it said 'incoming call' again, she rang off and rang again, this time it showed her name. I have just tried it with my mobile, same thing, number only came up on second call. Most annoying, don't know what BT have done will ring them again after bh, don't suppose all departments will be fully staffed until then. Grr grr.

Re: No caller id- again!

Lesley_W — Mon, 26 May 2025 07:37:35 GMT

I'm sorry to hear the issue has returned @pandaman

Our team over the phone are open today and will be able to help.

Lesley

Re: No caller id- again!

pandaman — Mon, 26 May 2025 10:34:18 GMT

Thanks, phoned again, problem still present. According to person I spoke to his system says it is working. He will have to pass the problem on as he said there may be a line fault. Could take to the end of this week to see if is sorted. Not holding my breath, said to him I may be ringing BT again!

Re: No caller id- again!

Lesley_W — Mon, 26 May 2025 13:28:09 GMT

Thanks for the update @pandaman

I'm sure that if they have passed this onto another team, it's in the right hands and they are working on a resolution but do keep us posted.

Lesley

Re: No caller id- again!

pandaman — Fri, 30 May 2025 10:40:48 GMT

Well I waited until today, Friday, as suggested for another team to sort this out. STILL no change. First call still says 'incoming call' caller hangs up on testing this, rings again and then their name will appear. I feel a 5th call to BT about this but don't hold much hope they can sort it. All this wonderful technology at their disposal and they can't fix this. I despair!

Re: No caller id- again!

iniltous — Fri, 30 May 2025 12:32:35 GMT

Have you tried a different phone instrument or are all these occasions were caller display hasn’t functioned correctly ( so the display shows a generic ‘incoming call’ message rather than the number calling 50% of the time , and caller display works correctly the other 50% of the time ) as it’s difficult to see how the network can malfunction with this result , one call displays OK , then the next call is not OK , it’s easier to imagine it could be the phone instrument itself ….

Normally , to prove this issue conclusively it’s necessary to try using a different phone (one with caller display ) to see if it also demonstrates the same behaviour, you could do this by borrowing one from a friend, neighbour or relative for a short period , or by purchasing one , although admittedly buying one just to ‘proves’ the issue isn’t your equipment you may regard as an imposition , but many retailers offer a no questions asked return period ….anecdotally it seems older phones with caller display can be somewhat hit and miss , how old is your phone ?

FWIW , although it’s entirely possible that it’s ‘DV’ that is the issue , it isn’t necessarily so , and ‘it worked OK on the old PSTN service ‘ doesn’t really prove anything , a different phone either working fine or displaying the same problem does give a much better indication where the problem is .

Re: No caller id- again!

pandaman — Fri, 30 May 2025 15:34:34 GMT

Phone is a BT 4500 with answer phone. We have had quite a few years but cannot recall exactly when we bought it. It seems to have been superseded by the 4600. Asked a few neighbours on our WhatsApp group but the ones that replied say they haven't a landline phone, or are not willing to admit to one. This one has been no trouble apart from this problem. Am reluctant to commit to spending nearly £50 for a similar one. Will have to think about that one. Don't suppose it worth ringing BT again at the moment going on their past lack of progress.

Re: No caller id- again!

iniltous — Fri, 30 May 2025 16:51:19 GMT

It may seem a little ‘immoral’ buying a phone simply to test the caller display , returning it should it not solve the issue , but it is arguably a ‘reasonable’ thing to do ( not that you need to justify your actions with retailers that offer an unconditional return policy ) but returning it saying ‘I bought it thinking my phone was faulty but this one behaves the same way , so I don’t need a new phone ‘ , isn’t ’lying’ and should it ‘fix’ the issue , seeing as this issue is worth ‘chasing’ the ISP over , then presumably would be replacing the phone anyway , but I’d accept it’s not necessarily a route someone would take , I doubt I would buy something knowing a there is a big chance that I’d be returning it

Re: No caller id- again!

pandaman — Fri, 30 May 2025 17:46:17 GMT

Yes thanks for advice, I have ordered another phone from Amazon as they are good at taking returns. Will let you know what happens.

Re: No caller id- again!

pandaman — Mon, 02 Jun 2025 14:57:52 GMT

Well Got the new BT phone, put some contact nos in and it is doing the same thing. First call says 'incoming call', hang up, call again and the name of the caller comes up. What a pain. Phone going back to Amazon. So back to square one. Will be ringig BT again tomorrow but don't hold out much hope they can sort it.