Caller ID is still not working

[userID]

Hello there,

I spoke to tech support last summer (2024) about this but its still borked and the Mrs is getting on at me about it again.

The story, 

It worked fine (for years) until my neighbour opposite me had full fibre fitted (not sure of the provider) There was a OpenReach guy up our telegraph pole trying to sort out an issue with the neighbour's new connection. That is when the caller ID stopped working for us, it states on the handset "EXTERNAL" whenever the phone rings. 

The OpenReach guy was back the next day, so I went outside and asked what he may have done, he said "Nothing to do with me mate". But its one hell of a coincidence isn't it? Incidentally, the plastic cover at the top of the pole has been off since then, the cover is dangling and in a bit of a breeze makes a really crappy wind-chime, all the wires and connections are exposed which can't be too good long term.

I spoke to tech support after this and they were helpful with ideas and tests etc, went through all the steps, even down to the test socket at the time but  nothing remedied it. Left it with them, then, a couple of days later, we got Caller ID back, for about half a day. Then nothing since.

I would have called back, but life happened and I kept not getting round to it. I'm hoping this route will help.

Cheers Marco

[Chris-TalkTalk]

Hi userID,

Is it still not working?

Chris

[Gliwmaeden2]

Staff will respond after the weekend, @userID.

[userID]

Hi Debbie, I'm afraid its the same message "EXTERNAL"

sigh

[Debbie-TalkTalk]

Hi @userID 

Apologies for this.

I've made a change on my side, please can you retest and let me know if this has worked?

[userID]

Hi Debbie, Tested this evening directly into the test socket, with no other devices on any extensions. Still states "EXTERNAL"

Gah!

[userID]

ahh I see, I think then it might be something to do with the verified IP address has to match the next time you post. Right now, I'm needing to switch off my router (due to this problem) I keep getting a new IP to re-verify. Kinda makes sense, even though its a bit annoying. 

thanks

[Gliwmaeden2]

@userID, if you don't sign out after posting, your log in stays for several days usually  - I find it can vary from a couple of days up to a week or 10 days, so very unpredictable.

It does go through phases of logging me out within a few hours, and may also lose it when you are using mobile data rather than home wifi, or using WiFi elsewhere  - and sometimes comes back again at home without having to sign in again. So it can be erratic. 

[Debbie-TalkTalk]

Hi @userID 

Thanks for your reply. Please let me know how you get on.

Are you logged into the Community every time you start to reply?

[userID]

Hi Debbie-I did do that before (last summer) But I haven't done it recently. I will test that tomorrow I hope and report back.

Quick side question, is it normal to have to get a verification code every time I want to reply to you guys questions? 

Cheers

[Debbie-TalkTalk]

Hi userID

Apologies for this.

Please can you confirm if you have tested with just the caller display phone directly at the test socket?

I can then pass this over to our Faults escalation team.

Thanks

[userID]

Hi Chris, It's still not working I'm afraid.

It's still reporting incoming calls as simply "EXTERNAL"

[Chris-TalkTalk]

Hi userID,

Any luck?

Chris

[userID]

Hi Chris, I toggled it off for about an hour and then put it back on and it still wasn't working.

So then I decided to toggle it off for a full day (past 12am) and I have only just put put it back on. I will report back tomorrow how a longer on/off period worked, but I'm not hopeful, straws I be clutching!

[Chris-TalkTalk]

Hi userID,

How did you get on?

Chris

[userID]

Hi Chris, I did do that last Summer and I'll try again now. I've just turned it off. I'll give it a few hours and I'll turn it on again and check tomorrow during daylight hours.

Thanks

[Chris-TalkTalk]

Hi userID,

Have you tried removing caller display from My Account and then re-adding it? If not then can you give this a try and let us know how you get on

Chris

[userID]

Updated my profile, 

Thanks for your quick response

[Debbie-TalkTalk]

Hi userID

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

[Divsec]

Hi Marco your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info