Can’t add Caller ID

[Tsewell70]

I recently took out a new broadband and landline deal for my elderly Grandparents.  Since this switched over they have lost caller ID.  I have tried adding it via My BT but it fails every time.  It either says there’s a technical error, the order request has timed out (I’ve selected add and continue as soon as the option becomes available) or that my details don’t match, despite already being logged in.  Can anyone help please?

[Keith_Beddoe]

@Tsewell70 

Welcome to this user forum for BT Residential phone and broadband customers.

I assume they are now on BT Digital Voice, and their phone is plugged into the phone socket on the back of the BT Smart hub 2?

BT Digital Voice features are managed on a separate part of MyBT, that includes Caller Display, which is not enabled by default.

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

[Tsewell70]

Hi Keith

Thanks for your response.  No, their phone is still plugged into the phone port in the wall and I cannot see Digital Voice on MyBT.

Kind Regards 

Toni