topic Re: No Caller display since moving to EE in Broadband & Landline

No Caller display since moving to EE

ljt84 — Tue, 07 Nov 2023 15:56:20 GMT

I moved from BT to EE on the 4th of September, and ever since then, I've lost caller display. It was working perfectly up until migration day (4th of Sep)

I've called up EE around 3 times since then. I had an engineer out who couldn't see any physical issues as to why it wouldn't work, but changed the equipment at the exchange to see if it would reset the service but still no luck.

The faults just then get closed off and I have to ring back up and re-report (this will be the 4th time) There is no follow up, no escalation process, the faults seem to just get lost in the ether!

So how do I get this issue resolved? Apparently it's showing as enabled on my account, but all the operators say the option is greyed out on their end so cant "disable and then re-enable". I've tried dialling *234# from the line, but I just get the message saying "this service cannot be enabled on this line" message.

Help!

Re: No Caller display since moving to EE

XRaySpeX — Tue, 07 Nov 2023 16:16:37 GMT

Does your landline work other than for Caller ID?

From the next day, 5th Sept, OR's WLR Withdrawal stop sell rules apply, which means that no new landlines may be sold or possibly even existing landlines migrated to a new provider. I do wonder if this might have something to do with it.

Otherwise the only way to get Caller ID put on your line is by requesting it from CS.

Re: No Caller display since moving to EE

ljt84 — Tue, 07 Nov 2023 18:15:52 GMT

Yeah landline works fine other than every call we get just says "incoming call" now instead of the actual number, so we don't know before we answer whether it's a family/friend or a spam call/unrecognised number etc.

According to the CS reps I've spoken to (3 now) caller display is showing as active on my account, but they found it odd that the option was greyed out on their system when they tried to untick (disable) and then re-tick to enable it again on their system.

There is nothing physically wrong with the line either. It tests OK, and the exchange concentrator equipment has been changed just in case. Nobody at EE seems to know what to do so they just close the fault, which is getting rather annoying now as it I keep going around in circles.

It's got to be something that didn't switch over properly when I went from BT to EE, something to do with the account, not a physical problem as such.

I've even suggested moving to the new VoIP Digital voice system to see if moving to that would kick start the caller ID, but they didn't seem interested in trying that when I suggested it.

Re: No Caller display since moving to EE

XRaySpeX — Tue, 07 Nov 2023 18:25:40 GMT

You'll need to be on Full Fibre to get DV.

Re: No Caller display since moving to EE

ljt84 — Tue, 07 Nov 2023 18:27:21 GMT

Ah maybe that's why then. I'm on G.Fast service!

Re: No Caller display since moving to EE

Storm500 — Wed, 08 Nov 2023 19:06:05 GMT

@XRaySpeX "You'll need to be on Full Fibre to get DV."

You can get DV with ADSL, VDSL, G-Fast as well as Full Fibre broadband.

Re: No Caller display since moving to EE

XRaySpeX — Fri, 10 Nov 2023 06:18:59 GMT

@Storm500 : Yes, I guess I was thinking more about the router that is supplied by EE for ADSL, and also VDSL, and so theoretically DV should capable with a more modern router. You won't get much DV from a Brightbox :).

Re: No Caller display since moving to EE

Storm500 — Fri, 10 Nov 2023 09:09:48 GMT

@XRaySpeX No to get DV you have to put a BT/EE router first connect to the master socket for ADSL/VDSL or ONT for FTTP. There are a number of posts on the BT community detailing how to connect your own router to the BT/EE router such as https://community.bt.com/t5/Home-phone-including-Digital/Using-Digital-voice-with-an-alternative-router/m-p/2277721

Re: No Caller display since moving to EE

XRaySpeX — Fri, 10 Nov 2023 09:20:07 GMT

Exactly, @Storm500, you need to be supplied with the correct model of BT/EE router in the 1st place, which EE ADSL and VDSL users won't have.

Re: No Caller display since moving to EE

ljt84 — Fri, 10 Nov 2023 09:50:09 GMT

I have the EE smart router (https://www.eehomebroadband.com/Home/ProductsDesc/110)

So I believe that would work with DV.

So do any staff from EE read this forum or am I going to have to ring up CS again and go round in circles trying to get caller display working?

Re: No Caller display since moving to EE

Storm500 — Fri, 10 Nov 2023 10:11:41 GMT

@XRaySpeX When you are changed to DV if you haven’t got the correct router you will be sent a new one. If you don’t want to use the EE router you could port our telephone number to a third party VOIP provider. But with BT if your in contract this will end your broadband contract and you could end up with cancellation charges.

@ljt84 You can check by looking on the back and if there is a standard phone socket, which may be covered with a sticker, you have the correct router.

Re: No Caller display since moving to EE

rabidherbivore — Sun, 24 Mar 2024 15:51:39 GMT

Yes, I've had this issue and no, it hasn't been resolved. It is an issue between BT and EE. BT have no interest in resolving it. Everything is enabled on the EE side - but BT systems just don't help at all.

Re: No Caller display since moving to EE

Bernie45 — Thu, 21 Nov 2024 14:34:34 GMT

i also have moved from BT to EE and my caller display has stopped working. Have you managed to resolve the extremely annoying issue.

Re: No Caller display since moving to EE

rabidherbivore — Thu, 21 Nov 2024 17:39:54 GMT

I've had the same problem and the same response.

Re: No Caller display since moving to EE

rabidherbivore — Thu, 21 Nov 2024 17:43:08 GMT

@Bernie45 Nope - still unresolved

Re: No Caller display since moving to EE

rabidherbivore — Thu, 21 Nov 2024 18:55:51 GMT

Update 21 Nov 2024:

I am told by EE technical help that they have had this problem for 2 years (YUP! me too) and state that it is "UNRESOLVABLE".

So the only way to get caller display is to change my contract (we'll put to one side the fact that my contract says I am getting caller display when I'm NOT) - so I talked to their sales team about upgrading my service. Unfortunately I live in a rural area and we get frequent power cuts so if I go onto their new EE service they can only offer VOIP, which means that if I get a power cut I will:

have no router and therefore....
have no phone line.

OR I can have an analogue line (which I have now) BUT no CALLER DISPLAY.

I have had caller display on TalkTalk and BT and whoever else has supplied my broadband and landline - so how can they not provide caller display now? The sales rep didn't know. She didn't know that the issue was UNRESOLVABLE until I told her - and she's trying to sell the contracts!

My only way to have caller display is to change suppliers (and obviously they are all going to offer VOIP (digital) and not analogue.

Wish me luck!

Re: No Caller display since moving to EE

Bernie45 — Thu, 21 Nov 2024 19:51:40 GMT

Hi
Very interesting reply. Thanks. I’ve changed to a digital phone line which i assume is VOIP but still haven’t got caller display. They are on the case but I won’t know for another week what’s happening. It’s extremely frustrating after having it for 10years !!!
Sent from my iPad

Re: No Caller display since moving to EE

L1za — Fri, 31 Oct 2025 19:25:15 GMT

I know this is an old thread but I've had the same issue and I think I've just fixed it by pressing reset handset in my phone options.

Thought I'd share in case it helps anyone else.

Re: No Caller display since moving to EE

Leanne_T — Sat, 01 Nov 2025 07:57:47 GMT

Morning @L1za

Thanks for sharing your fix on the community for anyone else that has no Caller ID showing.

Have a lovely weekend.

Leanne.

Re: No Caller display since moving to EE

rabidherbivore — Mon, 03 Nov 2025 15:21:52 GMT

No, that doesn't work - I'd already tried this. Even tried a brand new phone. Issue is with EE - not the phone you use.