Lost caller display

[Bazzer23]

Recently installed Digital Voice with one dedicated DV phone which works well. I have 3 other phones in the house 2 analogue and 1 BT smart home phone. Adaptors have been fitted to all 3.The analogue phones both work exactly as before including caller display.However the BT smart phone no longer shows the identity of the caller even though the caller is in the contact list.All calls coming in on this phone are shown as unknown.Conversely a call made on this phone does recognise a name from the contact list! The phone has been rebooted and BT has rebooted the DG service and nothing has changed.I have made contact with BT 3 times but no one has come up with a solution.Any ideas from you clever people out there?

[jac_95]

Hi Bazzer23,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[Keith_Beddoe]

Possibly a corrupted phone number database which is stored in the home hub. This would not affect other phones, as its only the BT handset that uses that database.

Perhaps there is a space between one of the stored numbers, I think this has been mentioned before.

[Bazzer23]

Many thanks for your helpful reply. If this is the source of the problem what is the easiest way to resolve it? I would imagine it means scrolling through the list of contacts to find the offending item. Change it and then what? Will updating automatically clear the corruption in the hub?

[Keith_Beddoe]

I do not have DV, however there are plenty of forum members posting here, that do.

There have been a number of posts regarding the backup and restoration of the phone number database, especially due to the fact if you factory reset the home hub, you lose all of the stored numbers.

I am sure there was a post regarding the format of the numbers, and there had to be no spaces. Perhaps a forum search, or another forum member can help?

[Keith_Beddoe]

Perhaps @imjolly  can help with this issue?

[jac_95]

Have you tried downloading the contacts and checking to see which entry is causing the issue (apply regex and text filters to help view).

Then once you have spotted the issue, fix it in the file and upload.