No caller id- again!

[pandaman]

Not sure this comes under this heading. I have read all the posts about losing caller id  after changing to digital voice. Looked on account but no heading to turn it on but noticed somewhere that it will only show the caller if they are using a bt landline or mobile. Why? Alot of my contacts do not  use a bt service, mostly mobiles so I have no idea who is calling. Had no problem before the switch. It is a backward step in my opinion. Why can't it show on non bt lines or services? Cheesed off!

[jac_95]

Hi pandaman,

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.

[imjolly]

Caller id should work regardless of phone provider and it is not limited to just BT callers. If only BT then there is a fault and you need to contact CS 03301234150 to get fault fixed

[pandaman]

It says on the BT site ' Note that numbers will not be displayed if the call is from  payphones, some switchboards, non BT networks or where a callers number is withheld ' So why does it say Non BT networks?

[gg30340]

Because BT are not the only company that supplies a phone service. The other providers may not send the data that shows their phone number.

[pandaman]

Previous to my last post I still cannot  get caller id on my BT phone. I have phoned BT 3 times about this, the last time yesterday, the operators I spoke to on the previous 2 calls said it had been sorted but wasn't. I was on the phone a long time yesterday with a chap who was trying to sort it out. He said he had passed it on to the digital voice team I think he called it and raised it as a complaint which has now been closed according to a BT email I saw this morning ? why. He said it could take up to 7 days for this to be resolved which seems a ridiculous length of time. Caller id worked fine before the switch over a few weeks ago. Prior to contacting BT I tried a couple of suggestions on the forum, turning it off on the account for 24 hours and then back on, also tried unplugging phone from mains and reconnecting but neither worked. I doubt the latest call will get it working either. Modern technology eh!

[Christopher_G]

Hi @pandaman 

I'm not sure why the complaint was closed, but that would be a separate case to what was raised with the other team you mentioned. That should still be investigated by that team until they find a fix.

If you want an update on what is happening with it, I recommend speaking with the Technical Support team again, but once the 7 day timescale is up. They'll be able to look into why the complaint was closed and re-open it too, if needed.

Please keep us updated with what happens.

Chris

[pandaman · Accepted solution]

Thanks Chris. Will keep trying in the meantime and again after 7 days is up.

[pandaman]

Miracle, caller id now working so probably why complaint resolved. Lets hope it stays working.

[Christopher_G]

That's great news! Thanks for coming back to let us know, @pandaman 

Fingers crossed for you that it stays that way.

Have a great weekend. 🙂

Chris