Caller ID not working

[#1]

Hi. Ever since moving from Sky in 2021, caller ID has not worked. I only raised this with plusnet support in January this year as it is now more important than before.
I have had multiple questions open with support who say they've switched the service off and on and I've ensured the BT caller ID service is on.
I've tried another phone that is known to work with caller id but still no joy.
Any assistance would be appreciated.

[#2]

Hey there @acsimpson17 

Is it still not working now at all? I can see that the fault has been closed on the BT side!

[#3]

Hi Will
I'm afraid caller id is still not working.
Andrea

[#4]

Noooo!! Guess I will have to raise it again to find out what's going on and have an open ticket rather than it closing. I am so sorry about this.

[#5]

Thanks for continuing to look into this Will.

[#6]

No worries, it can be a real pain when it's not working as you never know when to pick up the phone and when not to. I ended up ditching my landline for that reason really.

[#7]

Hi Will, 

Apologies, Ive been away for a few weeks.  

I have received an email from plusnet support saying that question 233236784 has been closed as "The fault has now closed with our suppliers."

However, on testing Caller ID again this morning - it still simply says "Incoming Call"

Regards

Andrea

[#8]

Hi Andrea, no worries and I'm really sorry that's still not fixed. I've taken ownership of this for you as I feel that would be helpful to get it resolved. I've made Openreach aware that this is still an issue and I've popped an update on your account here: https://www.plus.net/wizard/?p=view_question&id=233236784

I should have some news on this for you within the next 48 hours so I'll be back in touch when that comes through. 

Adam

[#9]

Hi @acsimpson17 Just a quick update to let you know that I'm still awaiting an update on this from Openreach, I'll get that chased up again for you when I'm back on shift again next Tuesday. 

[#10]

Hi there, just letting you know we've had a request to book an engineer appointment with you. 

Can you let me know your availability in these slots please?

AM = 08:00 to 13:00

PM = 13:00 to 18:00

Adam

[#11]

Hi Adam.
We're happy to see an engineer on Thursday afternoon. Please confirm that this has been booked.
Thanks again
Allen on behalf of Andrea.

[#12]

Thanks for getting back to us @acsimpson17 

We've had to re-raise this to Openreach so they can look into this and as soon as we can book the appointment we will

[#13]

Hi Matthew, 

Do we have an appointment booked with OpenReach for this afternoon?

We havent had any notifications about it if we do.

[#14]

Hey @acsimpson17, I can confirm the appointment is happening today between 1pm and 6pm. One of our team will be in touch with you in the next 24 hours to make sure the engineer has resolved this issue for you.

[#15]

Thank you for the confirmation.

The Openreach engineer has been and has identified a high resistance fault, potentially with the router. 

He has suggested that Plusnet send out a new router to replace this one.

Is that something you can organise please.

Allen on behalf of Andrea Simpson