topic Re: Caller Display not working in Home Phone

Caller Display not working

jhdt56dw — Tue, 10 Oct 2023 17:13:58 GMT

Hello - Despite having had Caller Display activated on my account for many years, it is no longer working. My phone only displays "Incoming call", while its 'Caller List' option states that I need to subscribe to a Caller Display service.

Is there something I can do to make this work again?

Re: Caller Display not working

Chris-TalkTalk — Wed, 11 Oct 2023 06:29:21 GMT

Hi jhdt56dw,

I've made a change, could you please retest and let me know if caller display is now working

Thanks

Chris

Re: Caller Display not working

jhdt56dw — Wed, 11 Oct 2023 08:38:38 GMT

Thanks Chris,

I've tried just now and it's still not working, instead only showing "Incoming Call" from a known stored number.

Re: Caller Display not working

Chris-TalkTalk — Wed, 11 Oct 2023 08:41:32 GMT

OK thanks. Could you try removing caller display in My Account and then re-add it. Please let us know if this resolves the problem

Chris

Re: Caller Display not working

jhdt56dw — Wed, 11 Oct 2023 11:55:42 GMT

As you suggested, I've tried to remove Caller Display (CD) from within 'My Account', Chris. In fact, I've now done so three times, logging out and in after each removal of CD, to be presented with the following message:

"Your order contains Caller Display - Free which you've already successfully placed. To see an update on which boosts you have we need you to logout and then login again. You'll also be able to order more boosts too."

I now have no idea whether CD is included on my account, or not.

Re: Caller Display not working

Chris-TalkTalk — Wed, 11 Oct 2023 12:59:42 GMT

Hi jhdt56dw,

I've sent you a PM to confirm some details so that we can look into this further

Chris

Re: Caller Display not working

jhdt56dw — Wed, 11 Oct 2023 13:09:41 GMT

I've done so now, Chris.

I've also just logged back into 'My Account' and can see that Caller Display has been removed. Should I add this back again as you suggested previously?

Re: Caller Display not working

Chris-TalkTalk — Wed, 11 Oct 2023 13:11:19 GMT

Thanks. Caller display is showing switched off at the moment on our systems so I'll switch it on now but this may take a few hours to take effect

Chris

Re: Caller Display not working

jhdt56dw — Wed, 11 Oct 2023 13:55:56 GMT

Chris,

I've logged back in and see that you had successfully reactivated Caller Display on my account. Unfortunately it's still not working, confirmed by a friend also calling my landline number.

Re: Caller Display not working

Chris-TalkTalk — Wed, 11 Oct 2023 14:38:27 GMT

OK thanks. Could you try it again in a couple of hours and if it's then still not working we'll pass it over to our network team for further investigation

Chris

Re: Caller Display not working

Chris-TalkTalk — Thu, 12 Oct 2023 08:45:58 GMT

Hi jhdt56dw,

How is it this morning, still not working?

Chris

Re: Caller Display not working

jhdt56dw — Thu, 12 Oct 2023 08:50:38 GMT

Morning Chris - unfortunately it's still not working, only showing "Incoming call" as before.

Re: Caller Display not working

Chris-TalkTalk — Thu, 12 Oct 2023 11:54:40 GMT

OK, thanks for letting me know, I'll pass this to our network team and ask them to take a look

Chris

Re: Caller Display not working

Chris-TalkTalk — Thu, 12 Oct 2023 12:02:54 GMT

Just before I ask our network team to take a look, do you have another telephone that you can test with, just to make sure that there's not a fault with the handset?

Chris

Re: Caller Display not working

jhdt56dw — Thu, 12 Oct 2023 13:04:48 GMT

I'll try now.

Re: Caller Display not working

Chris-TalkTalk — Thu, 12 Oct 2023 13:08:44 GMT

OK thanks

Re: Caller Display not working

jhdt56dw — Thu, 12 Oct 2023 13:26:34 GMT

I've tried with the old phones I replaced, unfortunately it's also showing as "Incoming call" for a known, stored number.

Thinking on it, the old phones had a talking Caller ID function, where the name of who was calling was announced. While this previously worked flawlessly, it had for some time come to be working only intermittently.

Re: Caller Display not working

Chris-TalkTalk — Thu, 12 Oct 2023 13:29:47 GMT

OK thanks, I'll ask our network team to take a look

Chris

Re: Caller Display not working

jhdt56dw — Thu, 12 Oct 2023 14:09:17 GMT

Chris,

I've just spoken with your colleague at the Network team and he has explained what they will do to try and fix the issue. He has also said that he'll contact me next week to confirm the fix.

Thanks very much for your help and guidance with this, much appreciated.

Re: Caller Display not working

Chris-TalkTalk — Thu, 12 Oct 2023 14:10:57 GMT

That's great news, thanks for letting me know

Chris