This topic

Caller Display missing from My BT features after billing change

ouf — Mon, 03 Aug 2026 10:39:51 GMT

Hi Mods,
I am on the BT Home Essentials social package (£22.00 tier). I recently had a legacy 'Friends and Family' package manually cleared from my billing profile. While the bill is now correct, the process stripped 'Caller Display' from my line, and it is entirely missing from my My BT feature grid. Could a moderator please perform a back-end line profile refresh to restore free Caller Display to my Digital Voice service without altering my core Home Essentials tariff?

Thank you.

Re: Caller Display missing from My BT features after billing change

WSH — Mon, 03 Aug 2026 10:46:03 GMT

The mods no longer have account access, so I suspect you'll need to phone customer services.

Re: Caller Display missing from My BT features after billing change

ouf — Mon, 03 Aug 2026 10:51:17 GMT

Thanks, I was worried about that.
It took me four months and at least six lengthy phone calls to have the 'Friends and Family' package eventually removed from my account.

Re: Caller Display missing from My BT features after billing change

imjolly — Mon, 03 Aug 2026 10:52:22 GMT

@ouf

as already posted you need to phone CS 03301234150 or you can try message now to billing and they may be able to help

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Caller Display missing from My BT features after billing change

ouf — Mon, 03 Aug 2026 11:01:25 GMT

Thanks, mate.
I will try messaging accounts and billing.

Re: Caller Display missing from My BT features after billing change

ouf — Mon, 03 Aug 2026 12:59:34 GMT

@imjolly

Sitrep...

After speaking with the tech team via accounts and billing, they have raised an order with my local exchange to enable the caller display on my digital voice line, which should be completed today.

Thanks again for your assistance, mate.