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BT Caller ID disappears - Welfare Issue

rob32 — Fri, 19 Dec 2025 17:03:43 GMT

Can anyone help in escalating a welfare issue. I have been trying since early December to have BT reinstate Caller ID (which failed at the beginning of the month) on my parents' landline. I have spoken to so many people, all of whom have promised to fix the issue, and most of whom have claimed to understand that this is a welfare issue and needs resolving asap. I'd really like two things: first of all, to get Caller ID switched back on; and secondly, I would like to make a formal complaint with the aim of someone at BT taking responsibility for customers on their priority service register. As a part-time and unpaid carer, I am at my wits' end.

Re: BT Caller ID disappears - Welfare Issue

imjolly — Fri, 19 Dec 2025 17:40:47 GMT

Have your parents been moved to digital voice? Are they BT broadband customers?

Other posters have had success when phoning CS 03301234150

You need the account holder to be present when making the call to give you authority to deal with account

Re: BT Caller ID disappears - Welfare Issue

rob32 — Fri, 19 Dec 2025 17:58:18 GMT

Hi @imjolly and thank you for your reply. They are not on Digital Voice, although I have been assured that it makes no difference in this case. Yes, they are BT customers (56+ years) and broadband customers. I'm familiar with the ID protocols, thanks. I'm also way beyond the general CS line. I've been dealing with the tech team in Stockport, but have been through various departments. I wondered, tbh, if there was someone at BT who champions or is responsible for Welfare customers. It's difficult to list all the people and depts I've been through.

Re: BT Caller ID disappears - Welfare Issue

garybs29 — Fri, 19 Dec 2025 18:15:08 GMT

Has the phone been changed too? It's not clear if the phone itself has been ruled out or not

Re: BT Caller ID disappears - Welfare Issue

rob32 — Fri, 19 Dec 2025 18:21:58 GMT

Hi @garybs29 thanks for your reply. Yep, I have run checks (with the tech team) on the phone multiple times. The phone has been ruled out, i.e. it's not the problem.

Re: BT Caller ID disappears - Welfare Issue

imjolly — Fri, 19 Dec 2025 19:25:25 GMT

@rob32

As you appear to have tried numerous BT areas then try consumer resolutions email in this link and they should help

https://www.bt.com/content/dam/bt/help/complaints/Complaints_Code_of_Practice.pdf

Re: BT Caller ID disappears - Welfare Issue

pottyperson — Fri, 19 Dec 2025 23:22:58 GMT

Not sure if this will help but here goes. I found that Caller Display had gone missing shortly after recent contract renewal (which might be a coincidence) and attempts to reistate it via My BT led nowhere. I then found https://www.bt.com/help/landline/calling-features-and-security/all-about-caller-display and followed the instructions under "How do I order it?" Caller Display was up and running within a few minutes.

Re: BT Caller ID disappears - Welfare Issue

rob32 — Mon, 22 Dec 2025 11:35:24 GMT

Thank you. @imjolly Much appreciated. I'll do as you suggest.

Re: BT Caller ID disappears - Welfare Issue

rob32 — Mon, 22 Dec 2025 11:38:16 GMT

Thanks @pottyperson. Unfortunately, Caller ID has been cancelled, reactivated, cancelled and reactivated multiple times by various BT departments. The reactivation/reorder has never actually succeeded.

Re: BT Caller ID disappears - Welfare Issue

rob32 — Mon, 22 Dec 2025 11:47:54 GMT

Incredibly, the consumer resolutions email address listed in the pdf is incorrect. It bounced back as soon as I sent an email.

Re: BT Caller ID disappears - Welfare Issue

imjolly — Mon, 22 Dec 2025 12:03:18 GMT

what about here says june 2025 so should be up to date

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: BT Caller ID disappears - Welfare Issue

rob32 — Mon, 29 Dec 2025 14:30:50 GMT

Thank you. The updated consumer relations email address seems to have done the trick.