Caller ID not working after new contract taken out

[#1]

Hi Townman,

Thanks for the post.

This was a renewal of contract, after the old one ran out of the deal I had when taken out originally.

That's why it's strange that I have "lost" the caller ID.

Everything but the price is exactly the same as the last contract, all the features have been retained, just re-contracted for another term.

Cheers.

[#2]

There have been a number of reports of CLI display disappearing on contract change - as yet I do not think that a pattern has been discerned, though I seem to recall coincident hardware issues being found.

[#3]

It is odd indeed and we’ve already turned caller display off & on from our side which hasn’t helped though. 

Cheers

[#4]

Hiya @winjeel, I can see you added a reply on the open ticket so I have picked that up and responded for you

Please get back to me if you have any further queries in the meantime.

[#5 · Accepted solution]

Hi everybody,

Just to keep people informed on the Forum for anyone following this post.

After turning Caller ID off and on, from Plusnet, Openreach and myself (going through my account). I had an engineer round yesterday who spent quite a few hours tracing a fault on the outside line from the pole back to the cabinet.

Openreach system was seeing this fault on the line. After connecting my line to a different connection the fault was finally removed.

It was obviously a pure co-incident that in renewing my contract the Caller ID decided not to work. The engineer had no idea how long the fault on the line had been there.

The Caller ID is now working correctly, so all good (touch wood).

[#6]

Hey @winjeel, thanks a lot for letting us know and I'm super glad to see that your caller ID service is working again, please feel free to get in touch if you have any further issues at all.  

[#7]

Adam,

Is there any hint from the engineering notes if the rectified fault would have been detectable by the standard line tests? It’s an odd case for CLI failure.