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No CLI on Digital Voice for a week and no fix in sight... help!

jrgb — Fri, 29 May 2026 18:27:33 GMT

I reported loss of Caller ID on my Digital Voice service a week ago. It was a Friday night, so was told it could be up to two working days to get it back. We've had a Bank Holiday so, was expecting a fix by Wednesday.

A week on from reporting, I still have no CLI. Faults page says it should have been fixed yesterday and describes the fault as "Digital Voice - No dialtone" and "Broadband - Dropped Connection". Neither of these is the fault I've reported.

How should I escalate this? 0800 800150 are reporting wait times of 2 hours. I've requested a callback from the BT Diagnostic Bot, which reckons a 90-minute wait. Anything else to try before all the humans go home at 8pm?

Struggling, too, to understand how it can take a week to fix this, unless the problem is widespread or complex?

Re: No CLI on Digital Voice for a week and no fix in sight... help!

jrgb — Fri, 29 May 2026 21:00:14 GMT

Well, as is so often the case, just the right person called me back and it was solved in a couple of minutes by re-applying Caller Display to the service. They were as mystified as I was.

Re: No CLI on Digital Voice for a week and no fix in sight... help!

Alex_H — Sat, 30 May 2026 07:51:24 GMT

Hi @jrgb,

Thanks for visiting the BT Community

I am disappointed to hear that the original issue took so long to get sorted. But thanks for providing an update to let us know the issue is fixed and what the fix was in this case to help anyone in the future who may have a similar issue.

Alex