BT Caller ID disappears - Welfare Issue

[rob32]

Can anyone help in escalating a welfare issue. I have been trying since early December to have BT reinstate Caller ID (which failed at the beginning of the month) on my parents' landline. I have spoken to so many people, all of whom have promised to fix the issue, and most of whom have claimed to understand that this is a welfare issue and needs resolving asap. I'd really like two things: first of all, to get Caller ID switched back on; and secondly, I would like to make a formal complaint with the aim of someone at BT taking responsibility for customers on their priority service register. As a part-time and unpaid carer, I am at my wits' end.

[imjolly]

Have your parents been moved to digital voice? Are they BT broadband customers?

Other posters have had success when phoning CS 03301234150

You need the account holder to be present when making the call to give you authority to deal with account

[rob32]

Hi @imjolly and thank you for your reply. They are not on Digital Voice, although I have been assured that it makes no difference in this case. Yes, they are BT customers (56+ years) and broadband customers. I'm familiar with the ID protocols, thanks. I'm also way beyond the general CS line. I've been dealing with the tech team in Stockport, but have been through various departments. I wondered, tbh, if there was someone at BT who champions or is responsible for Welfare customers. It's difficult to list all the people and depts I've been through.

[garybs29]

Has the phone been changed too? It's not clear if the phone itself has been ruled out or not

[rob32]

Hi @garybs29 thanks for your reply. Yep, I have run checks (with the tech team) on the phone multiple times. The phone has been ruled out, i.e. it's not the problem.

[imjolly]

@rob32 

As you appear to have tried numerous BT areas then try consumer resolutions email in this link and they should help

https://www.bt.com/content/dam/bt/help/complaints/Complaints_Code_of_Practice.pdf

[pottyperson]

Not sure if this will help but here goes. I found that Caller Display had gone missing shortly after recent contract renewal (which might be a coincidence) and attempts to reistate it via My BT led nowhere. I then found https://www.bt.com/help/landline/calling-features-and-security/all-about-caller-display and followed the instructions under "How do I order it?" Caller Display was up and running within a few minutes.