Caller ID not working

[#1]

Hello PlusNet

After a power cut on 28th October, our Caller Display ID stopped working.  I have reported this fault 4 times, the following Q - 228728555, 228856624, 228941492, 228966743 and each time customer service report fault is fixed. But we still have no Caller ID, strangely they added Call Divert nd Voicemail which I never requested!

I have used the *#234# which states that Caller ID is displayed,  but it isn’t.  I have seen from the Community that this fault has been experienced by many and has been fixed. I purchased a replacement phone assuming the storm may have damaged my equipment, as I believed PlusNet when they said it was fixed.

Caller ID has been working for many years and we have been with PlusNet for 25 years.  

Can you help resolve this matter as soon as possible as currently we are paying for a service we are not getting. What else can I do?

[#2]

Hi @Humbug

I'm sorry to hear that your caller display still isn't working.

Have you tried connecting your phone directly to the test socket in your property?

There's a guide on how to do this here 

[#3]

@MatthewWheeler  The OP has reported the fault several times and all that appears to have happened is that Plusnet have added Call Divert and Voicemail in error. Not a good response from support.

I assume the phone is working, just that Caller ID is not, so I don't quite understand why connecting the phone to the test socket would change anything.🤔

[#4]

@RealAleMadrid @MatthewWheeler 

Thank you for your responses.

I can try the master socket, but it is in the attic.

However, I can confirm that the phone works fine for both outgoing and incoming calls and the Plusnet internet router is working well off the same socket.

As you said @RealAleMadrid , it is just Caller Display that isn’t working.  We purchased a replacement handset in case ours had been damaged in the storm, but we get the same result.

I’ll try to give you any information you need to rectify this @MatthewWheeler . 
Many thanks

[#5]

@MatthewWheeler 

we’ve looked in the attic for a master socket, but all we can find is a cable entering the bungalow into a junction box without a master socket and then wires to our socket in the kitchen. 

Any more suggestions?

[#6]

@Humbug If that is the situation - is the socket in the kitchen the master socket?Although using @MatthewWheeler 's reply won't change the situation.

[#7]

@jab1 

Thank you for your response.

We do have a socket in the kitchen, it is the only socket we have so assume this is the master socket.

This supplies both internet and telephone, both of which seem to be working fine with exception of Caller display.  We have had caller display continuously for past 10+ years, so not anything new.

[#8]

OK, it sounds like the kitchen socket is the master socket. However, connecting to the test socket, as has been suggested  is unlikely to solve your caller display issue. As a  further thought, what is shown on the phone screen when you get an incoming call?

[#9]

Incoming Call.

After the call, when I use my phone to look who has called, it says ‘no number plus time and day.

Rod

[#10]

Thanks. This is a recent occurrence, then? Suggests to me that the exchange equipment has had a malfunction, nothing to do with your phones.

[#11]

Yes very recent, like since 28th October when we had a bad thunderstorm and a power outage for a few hours. We have had Caller display in this bungalow since moving in 13 years ago!

Rod

[#12]

 OK, so something was affected by that storm - most likely in the BT/OR system. Do you know if any neighbours have had the same issue after it?

[#13]

Ok thanks.

No I don’t know if any neighbours have had problems, I could maybe check tomorrow.

Rod

[#14]

Let us know.

[#15]

The neighbours have working caller id, not sure this helps any.