Call Protect - last call number not showing

[PaulBrownsey]

My own Call Protect is showing the numbers of received calls again - but here's an oddity: one of them was for a scam call, but when I tried to register it with BT's site for reporting scam calls, the site wouldn't accept the number as valid, not even when I eliminated gaps between sections of the number.  Yet Who Called Me? not only recognised the number but was able to give me details of where it originated, how many calls from it had been complained of, etc.

[swatty]

Hi All
Since I changed my package of phone, broadband and TV to EE last month I've been waiting to see what happened with Call Protect, particularly as the change included moving to Digital Voice.

When I login to my EE account online I still can't see anything under 'Manage my Phone' just a message that the service is not working. 'Phone' of course includes Call Protect. A call to EE last week confirmed they're having many problems and 'Some people can't see their accounts at all' was meant to make me appreciate how lucky I was to see TV and broadband! Call Protect seemed to be a low priority altogether.

However, when I use the EE app on my mobile (I've had an EE mobile plan for a couple of years) from the home screen if I click on 'Manage your Broadband' I also see an icon for Home Phone. Within that there is Manage Call Protect which brings up my received calls list and my blocked list. I am able to add and remove numbers from the blocked list and add additional numbers as well. BTW I did check that Call Protect did not appear online under Broadband as it does on the App. It doesn't.

I am still getting occasional calls on my landline but almost all of them have appeared on the phone display as 'Nuisance?' which I am able to check using sites like 'Who Called Me?' and then add to my blocklist either through the app or using 1572. Every call I have had since the move has appeared on the Received Calls list on the EE app.

It appears that Call Protect is now under EE and there are still issues seeing it and managing it online but it does seem to be working via the EE App. I'm not sure where that leaves customers whose phone accounts are still with BT...

[Clarkatron]

Great to hear from you Swatty! Very interesting points you have made. I believe on a separate note that the Call Protect element of the app is now working after being down for several weeks. Woodbridge Pete will be pleased to know as well. I use EE for mobile but don't have broadband with them so obviously can't access the Call Protect through EE app. But that's very interesting what you've mentioned. Personally I don't think I've had any calls that haven't showed up since August. But I don't get many genuine calls. Interesting comments just before our most recent from a new contributer (?) who mentions about the inability to add a spam number. So ultimately, where does this leave this whole sorry situation? I'll be wishing you Happy Christmas soon!

[Clarkatron]

Dare I say......app is working!

[WoodbridgePete]

yes, the App is working.  I put in a complaint issue to BT, via Chat.  It was torture.  The handler claimed it was my Phone at fault.  I had explained that it was the same on a few phones and tablets and that there was a reported issue on the BT Community about it, so not my fault and it must be at the BT end.  He then said to delete the App and reinstall 24hrs later.  Did this to humour him and no better.  Did a followup Chat and got it logged further in the system .  A few days ago I got an email to say that BT hadn't heard from me, so were closing the case (there was no option to contact them).  I tried the App and it still failed.  Later that day I tried it again and it was working.  

Comms from BT are rubbish.  Why not say we've done some work on it and it should now work, instead of saying we've not heard from you and are closing the case.

As for Call Protect, not had many calls, but those I have had are showing OK (famous last words) at the moment.

[Leanne_T]

Hi @WoodbridgePete 

Thanks for coming back to us and providing this feedback for the communication you have had with the complaint. 

I am glad this is now sorted for you and please let us know if you need any help in the future. 

Leanne 🙂

[Clarkatron]

Hi Swatty do you still monitor this discussion? Last call I had that didn't show was end of October. I'm assuming you've left this topic as my last reply went unanswered? 

[Clarkatron]

Hi Woodbridge Pete, any Call Protect issues? I'm assuming Swatty and others have either given up on here or they have nothing to report.

[WoodbridgePete]

Not had any issues recently, but also not had many calls.

I wouldn't like to say the issue is fixed 

[swatty]

Hi Clarkatron

Apologies for silence. I still can't do anything online with any part of the Home Phone part of my EE bundle which of course includes Call Protect but I am now able to access Call Protect via the EE App on my mobile and I was waiting to see if the online access would start working.

Through the App I can monitor calls, block them (and not just the last number received, as offered through 1572) and I can delete them from the blocklist so removing the problem of what to do when it reached 100 calls. 

Not sure what is going on with online access to the phone part of the bundle but I'm just glad I can do the necessary via the EE App on the mobile.