no caller id on new fibre/digital voice install

[ando1504]

Hi, 

I had a new install of fibre to the premises at home on Wednesday. Included with this was Digital Voice. I have a BT8610 phone and the smarthub 2. The phone is plugged directly into the smarthub. I received the text to say that my broadband and digital voice services are ready to use. 

My problem is that Caller ID does not appear to be working on my line now. I have had to turn off call guardian, as it was screening all calls, even those in my contacts that were previously allowed on my copper landline. Call guardian offers the option to allow or to send to voicemail, but not to always allow,  I assume because there is no caller id. 

I have checked on my MyBT account where everything  appears to be in order. 

How do I activate caller id on my phone/digital voice set up?

Thanks for any help.

[Keith_Beddoe]

@ando1504 

See https://www.bt.com/help/landline/digital-voice--how-do-i-use-my-calling-features-

It looks like a separate setup method via the MyBT app, so may need to be enabled.

This also used to be the case with the old Broadband Talk service, as its managed on the network, and not on the exchange.

[ando1504]

Hi Keith, 

Firstly, thank you for your reply and for moving me onto the right forum. I have been through this already on MyBT, and it says that it is enabled on my account already, but clearly is not working.  I see from other posts that I'm not alone in having problems with caller id recently.

[Keith_Beddoe]

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@ando1504 wrote:

Hi Keith, 

Firstly, thank you for your reply and for moving me onto the right forum. I have been through this already on MyBT, and it says that it is enabled on my account already, but clearly is not working.  I see from other posts that I'm not alone in having problems with caller id recently.

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I am wondering if the caller ID information is only being passed to the special BT Phones that connect to the DECT base station within the home hub 2, and not to the phone socket?

Do you have one of the digital phones that BT supply as part of the service, and is the incoming number displayed on that?

[ando1504]

No, I have used my existing BT 8610, which from the information given when we signed up appeared to be ok. Within the set up info it does state ; 

"Remember, you can connect a phone directly to the phone port on the back of the Hub if you wish."

[Keith_Beddoe]

Did BT supply a phone as part of the package?

I cannot see its going to work, as your phone requires an audio data burst containing the CLI information, prior to the first 80V AC  ringing burst, for it to work properly. Not even sure where the 80V AC is being generated.

If the tones are being sent over VOIP, then it quite likely the quality will be poor, and not good enough for your existing phones to detect.

[ando1504]

No, BT didn't supply a phone, the impression I got when signing up was that the phone we have was compatible. The technical aspects of this is beyond my pay grade/knowledge, I just want it to work. As an aside, I don't know if its relevant, when I dial *#234# it tells me
"sorry, you have entered the feature code incorrectly"

[Keith_Beddoe]

That code may not work on Digital Voice as its an BT exchange based command sequence. There may not be a way of checking it once its enabled via the MyBT app. I assume the app says that its enabled?

I cannot really suggest anything, as I am not familiar with Digital Voice, as I have a normal PSTN line with ADSL, nice and simple.

[DavidM]

Hi @ando1504 and thanks for posting.

@Keith_Beddoe advice is correct here but it sounds like you might have a possible fault. Your best bet would be to contact the digit voice desk on 08000 800 150.

Cheers

David

[ando1504]

Hi David, 

called the help desk today, thanks for the advice. At the 3rd adviser (its a new set up and no one seems very sure/confident with it), I was advised that they work from 2 different systems at the same time(?), one system showed caller id active on my account while the other did not. When the adviser tried to change this, by checking the box on his screen, he was advised that this change could not be made in the 'normal' way, and a form had to be filled requesting a call back from another team. He did not think that the problem was with equipment but was with this irregularity between the 2 systems. I'm now awaiting a call back in the next couple of days. Here's hoping.