topic Re: Caller Identification not working in Home Phone

Caller Identification not working

MuckyMoose — Mon, 05 Aug 2024 18:03:23 GMT

Hi - hope someone can help me here.

Caller identification is not working on my BT Advanced Z phones . . . it WAS working until recently. Now just says 'incoming call' EVEN IF the caller is in the phone contacts list.

I've tried turning off caller ID option in talktalk "my services" area - waiting 24+ hours then turning it back on again - - no fix.

I've done a full power cycle on our base station - - no fix

I've done a full reset on our phone handsets and base station back to factory settings - - no fix.

HELP please - we have to sit there and wait until the answerphone clicks in and listen to who is calling before picking up (or not)

Thanks in advance MuckyMoose

Re: Caller Identification not working

Gliwmaeden2 — Mon, 05 Aug 2024 18:11:24 GMT

Staff will be back on here tomorrow, @MuckyMoose.

Make sure that you have completed your community forum profile details for them to identify your account.

Go via your avatar; settings; drop down menu....Personal Information. Add your Talktalk phone number or account number. SAVE CHANGES.

Re: Caller Identification not working

MuckyMoose — Mon, 05 Aug 2024 18:15:15 GMT

Will I get a notification of a post/answer on this thread? Via email? Text? Call?

Re: Caller Identification not working

ferguson — Mon, 05 Aug 2024 18:29:10 GMT

It will be on this thread and that is where the conversation should continue. You may get an email, but that is for notification purposes only and cannot be replied to.

Re: Caller Identification not working

Debbie-TalkTalk — Tue, 06 Aug 2024 07:03:06 GMT

Hi MuckyMoose

I'm sorry to hear this.

Can I just check, have you connected the phone directly at the test socket?

Is the phone usually connected to the master socket or an extension socket?

Re: Caller Identification not working

MuckyMoose — Tue, 06 Aug 2024 08:14:20 GMT

Morning

The phone is connected to the master socket and always has been. Nothing has changed here - had the same phone setup for several years

Re: Caller Identification not working

Debbie-TalkTalk — Tue, 06 Aug 2024 08:30:04 GMT

Hi @MuckyMoose

Thanks for confirming.

Do you have a different phone that you can test with? Just to rule out any faults with the handset?

I've checked and it is enabled and active on the line.

Re: Caller Identification not working

MuckyMoose — Tue, 06 Aug 2024 08:32:06 GMT

I'll have to see if I can borrow one. My backup home phone is pre LCD technology!

Re: Caller Identification not working

Debbie-TalkTalk — Tue, 06 Aug 2024 08:37:08 GMT

Hi MuckyMoose

Thank you. If you have friends/family who have caller display on their line then if possible if you could test your phone there?

Re: Caller Identification not working

MuckyMoose — Tue, 06 Aug 2024 17:54:51 GMT

Hi Debbie

Just disconnected my home phone and tried them in the neighbours house who have BT home phone service. My telephone worked perfectly - caller identification/number all working fine.

Back to you/talktalk

Re: Caller Identification not working

Anonymous — Wed, 07 Aug 2024 06:41:25 GMT

Good morning,

Thank you for testing this. I've passed this straight over to our Faults Escalation Team now and we'll post back as soon as we receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

Re: Caller Identification not working

MuckyMoose — Wed, 14 Aug 2024 18:20:06 GMT

I've had a couple of conversations with the tech support team now.

They were going to reset something on a server at the exchange - last week - didn't work

Then they were going to send a technician to the exchange and "plug my line into another bit of kit" - no idea if this has been done but I STILL DON'T have caller identification.

Getting a tad fed up with this now - can this fault rectification be expedited??

Re: Caller Identification not working

Karl-TalkTalk — Thu, 15 Aug 2024 08:22:56 GMT

There is an open request with Openreach to change the Tie Pair at the exchange. This is scheduled to be completed today, and we can then check tomorrow

Thanks

Karl.

Re: Caller Identification not working

MuckyMoose — Fri, 16 Aug 2024 11:34:07 GMT

Hi Karl.

Too much Tie fighter and not enough Tie bar at the exchange I think.

STILL NOT WORKING!

Can someone PLEASE sort this out ASAP

Re: Caller Identification not working

Karl-TalkTalk — Fri, 16 Aug 2024 12:14:52 GMT

Openreach have completed the order, so I'll contact our Network teams and see what the next step is.

Thanks

Karl.

Re: Caller Identification not working

MuckyMoose — Mon, 26 Aug 2024 12:50:26 GMT

Hi Karl

OK I've gone out and bought a new phone to check the line just in case it was MY home phone that was the problem.

Installed new phone AND STILL NO CALLER ID coming through!!!

To say I am sick and tired of this issue is an understatement and I WILL be looking for recompense from Talktalk if and when you finally sort this issue out for me

I need this sorted out - I am paying (a lot) money for poor service. This technical problem has been running for 21 days now!

GET IT SORTED

Greg

Re: Caller Identification not working

Karl-TalkTalk — Mon, 26 Aug 2024 13:00:12 GMT

I'll chase our network teams for an update for you.

Karl.

Re: Caller Identification not working

MuckyMoose — Fri, 30 Aug 2024 07:29:11 GMT

Hi Karl

Ive had a conversation with one of the network support teams on Tuesday/Weds - sorry didn't get his name. He was going to get this sorted this week (Weds&Thurs) - reset option at talktalk, send in BT Openreach engineer to have tie card reset or changed, reboot a bit of kit at the exchange, sacrifice a chicken to Alexander Graham Bell etc etc and then call me back today Friday with the good news

Well I'm sorry to say it hasn't worked. Had 3 calls already this morning - no caller ID.

Tell your network support guy not to bother calling unless it's with some definitive information/solution.

Had enough of this now and I'm looking to change my telecoms suppliers as you're (Talktalk) are not providing the service I'm paying for

Re: Caller Identification not working

Chris-TalkTalk — Mon, 02 Sep 2024 08:19:01 GMT

Hi MuckyMoose,

I've replied to your PM

Chris

Re: Caller Identification not working

Chris-TalkTalk — Mon, 02 Sep 2024 10:23:42 GMT

Just a quick update. Our network team have arranged to call you back this afternoon to discuss this further

Chris