New to Digital Voice- Caller ID not working

[LadyDLT]

Just renewed BT contract and had to change to Digital Voice, engineer came out and everything was changed over and working ok (keeping my current handset), i have received a few phone calls but the caller display is saying "No Number" even though the caller is in my contacts list, i looked at   Community for an answer and tried *234# and *#234# both have the message "Sorry, you have entered the feature code incorrectly", also read that the Caller ID will only show if calls are coming from a BT network!! surely this can't be right? there are so many different networks that would mean i would hardly ever get a call from a BT network, a lot of my incoming calls are from mobiles, any advice would be appreciated please.

[jac_95]

Hi LadyDLT,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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.

[rbz5416]

Log onto MyBT > Your Products > DV & check  that the feature is enabled.

[LadyDLT]

not sure how to see if it's enabled? gone to DV- Manage and it is ticked on my plan

[rbz5416]

I don't have DV so can't see exactly how it looks. But if you have the option ticked then try unticking it, leaving it for a few hours or even overnight, & then reselect it.

Edit
How is the phone connected? I remember at least one report of it failing when connected to a DVA. If you're using one of those, try the phone directly connected to the SH2.

[chrisjp]

I'm intrigued that an engineer had to visit to convert you to digital voice. This normally isn't necessary - BT send you a SH2 in the post, you plug it into the mains and to your copper phone line and then plug your phone into the socket on the hub. So did the engineer do anything else than this when he visited?

[LadyDLT]

phone is connected to the back of the router, i was surprised an engineer came but he checked the line was ok then went away to do something in the green cabinet (disconnect old line?) then came back and connected phone again, everything else is working ok except the caller display.

Yesterday i had a call from BT in reply to my query here, said they had checked the line and all was ok but that it was my phone that was not working (compatable) so need a new landline which they would send me, said i need to pay for the order but it would be refunded? now waiting for new phone to arrive and we will see what happens!!!

[LadyDLT]

I wasn't supplied with anything to connect with, engineer just put the phone lead that was connected in the box on the wall into the back of the router, i was surprised an engineer came but he checked the line was ok then went away to do something in the green cabinet (disconnect old line?) then came back and connected phone again, everything else is working ok except the caller display.