BT 8610 Contacts Suddenly Being Screened - Why? How do I fix it?

[fth]

Hello, I am seeking help regarding a change in functionality of our BT 8610 cordless phone system (handset, base, and answerphone). 

When the machine was initially set up, we added several key numbers (family, friends, medical contacts) to the "Contacts" directory. According to the instruction manual, these numbers were configured to bypass the system's call screening feature, meaning they were connected directly upon answering, or diverted to the answerphone if we were unavailable.

I have recently discovered that the BT 8610 is now screening these previously trusted numbers, forcing the callers to identify themselves before the call is connected.

I want to understand:

1. The cause of this unsolicited change in the call screening settings for pre-programmed contacts.

2. The steps needed to disable screening for these specific Contacts and revert back to the original "straight-through" behaviour.

For context, please note that our "voice only" phone line on which the BT 8610 sits, has been the subject of two unsuccessful (as far as I am aware) "Digital Voice" migration attempts by BT over the past year.

I would be grateful for a simple explanation and a clear solution.

Many thanks!

[Alex_H · Accepted solution]

Hello @fth,

Thanks for visiting the BT Community

I am sorry to hear you are having an issue with the BT Call blocking feature of your handset. Its hard to say what is the exact cause as it could be a few things potentially, but its definitely not recognising your saved contacts.

Since it started have you tried adding a new contact and testing if its screened? Or removing and re-adding one of your current contacts to see if its screened? If so the problem may be with the saved contacts themselves. 

You can also disable call blocking entirely, it would be worth turning it off and back on and then testing a contact. Instructions are on page 19 of the user guide if you are unsure BT8610 user guide.pdf

The service does rely on the BT Caller display calling feature being active and working on your phone line, so its worth checking in the calling features section of your online account that it still shows active.

Alex

[fth]

Thank you Alex_H!

As soon as I completed and sent my post, I said to myself: "I wonder if we've subscribed to BT Caller Display service?" I logged into our account. We hadn't (I assume following an update to our BT contract, at some point we forgot to subscribe to BT Caller Display).

I have signed us up to BT Caller Display once again.

Thanks for your help.

fth

[Alex_H]

@fth That is great, glad to hear its sorted and thanks for coming back to confirm what the cause was in case anyone has the same issue in the future. 

Alex

[Bakker1219]

I eventually found out that my new number with talk talk was not showing caller display.  So hopefully that is now fixed.