Please check to see if Caller Display is switched on by entering the
code * # 234 #. If it's active you'll get the message Caller identity will
There a common problem where the exchange configuration is lost, and is out of sync with the account.
To fix it, they need to remove the caller display option from MyBT, and progress that order.
Then wait 24 hours and add it again. That will reload the customer profile within 24 hours.
I assume you are not on BT Digital voice, as the options are different, as it has to be enabled my managing your Digital Voice options.