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Caller ID not working after new contract taken out

FIXED
winjeel
Dabbler
Posts: 10
Thanks: 5
Fixes: 1
Registered: ‎02-03-2022

Re: Caller ID not working after new contract taken out

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.

Townman
Superuser
Superuser
Posts: 24,096
Thanks: 10,248
Fixes: 176
Registered: ‎22-08-2007

Re: Caller ID not working after new contract taken out

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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Anoush
Aspiring Hero
Posts: 2,568
Thanks: 564
Fixes: 139
Registered: ‎22-08-2015

Re: Caller ID not working after new contract taken out

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

Cheers

This is my personal Community Forum account to help out around these parts while I'm at home. If I'm posting from the 1st March 2020, this means I'm off-duty with no access to internal systems.
If this post resolved your issue, please click the 'This fixed my problem' button
LaurenB
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,577
Fixes: 131
Registered: ‎07-12-2017

Re: Caller ID not working after new contract taken out

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

 

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

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
winjeel
Dabbler
Posts: 10
Thanks: 5
Fixes: 1
Registered: ‎02-03-2022

Re: Caller ID not working after new contract taken out

Fix

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).

 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Caller ID not working after new contract taken out

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. Smiley 

 Adam
 Plusnet Help Team - Leeds
Townman
Superuser
Superuser
Posts: 24,096
Thanks: 10,248
Fixes: 176
Registered: ‎22-08-2007

Re: Caller ID not working after new contract taken out

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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.