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[jimgardner]

Recently all my outging calls were showing up as Withheld when I called people.  I contacted BT and they said my landline number was 'set' to do this.  I told them I didnt want this feature and it was supposedly stopped.  Just called my elderly mother today and now her mobile shows as Unknown when I call her!  My number is in her Contact list and vice versa.  When she calls me I see her name to say she is calling.  Why on earth does my number show up as unknown even though my number is in her list of contacts (and she uses her contact list to call me!). She has a basic Doro phone ie NOT a smartphone.

[JohnC2]

Hi @jimgardner Sorry that your number is not showing. It sound like the number withhold has not been removed. Next time you call can you dial 1470 before the number and see if your number shows then or do you get an error message when you try this? 

Cheers
John

[jimgardner]

Have been on to BT Customer Services.  Someone has added a 'Permanent Withold' feature on my phone for me!  I never asked for this 'free' feature and because it is an 'added feature' I have been told that I now have to wait 30 days for the facility to be cancelled. Absolutely furious but also confused!  I had contacted BT two days ago to ask why I was showing up as Withheld on people's phones when I called them and I was told that my phone was configured to withold numbers and I asked them to REMOVE this feature.  I was told it would take up to 4 hours for the cancellation to work.  Instead someone has ADDED the permanent withold facility - the exact opposite of what I wanted.  It took 4 hours to put the change into place and now it will take up to 30 days to rectify it.  Pathetic service from BT!

[JohnC2]

Hi @jimgardner Thanks for confirming that. I thought when you had contacted the other day they had already arranged for it to be removed.

It should not take 30 to remove this feature unless there is another open order on your account. We will be happy to help you get this removed if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

[jimgardner]

Hi John .  Yes they HAD agreed to have it removed, but instead have made it worse!  I have been unable to contact my elderly mother all week (who is in a care home) because when I call she sees Unknown on her mobile and doesnt answer it - I am seething!

[Andy_N]

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@jimgardnerwrote:

Hi John .  Yes they HAD agreed to have it removed, but instead have made it worse!  I have been unable to contact my elderly mother all week (who is in a care home) because when I call she sees Unknown on her mobile and doesnt answer it - I am seething!

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That is quite terrible.

A mistake was made by BT which needs to be rectified, it should not take 30 days. It actually takes seconds to remove the admin barring, it doesn't matter what other orders are in place.

[NeilO]

@jimgardner I tried calling you there but missed you, I'm really sorry the permanent with hold calling feature wasn't cancelled when you called and for the incorrect timescales provided.  I've made arrangements for that service to be removed from your line and the order will complete by tomorrow.  I hope that's ok?

[jimgardner]

Many thanks - hope this sorts the problem out!

[NeilO]

Hi @jimgardner are you happy that's fixed for you now?

[NeilO · Accepted solution]

@jimgardner thanks for speaking with me today, I'm glad this is sorted.  You know where we are if you need any help in the future.