Caller ID on BT Essential digital phone

[Hugo56]

Recently changed over from BT to EE. Been with BT forever.

Always had a a BT 4600 phone with answer machine base plugged in to old hub and one Digital BT Essential phone in the kitchen and another in the bedroom. The BT4600 always answered the phone and took a message when I wasn't in. I also had/have caller ID and it displayed who had called. Since changing to EE caller ID has not worked. Although all my contacts names and numbers are stored on all phones when the phone rings it shows WITHHELD  for every call. I now have to answer every call which pretty much defeats the point of caller ID and the blocking ability. 

I contacted EE and they were very nice, went away for a bit and said they had 'reinstated' caller ID and to give it 3 hours to work. This was a few weeks ago now and still no luck. I have removed the BT4600 to see if that was causing a problem with the new hub but there is still no caller ID showing on the Essential digital phones either.

So basically I can phone, receive calls, receive voice mails but with no caller ID and every call coming up as withheld I don't know who is calling or whether I can block the call because I don't recognise it.

Any suggestions before I contact EE again please.  Thank you.

[Peter_W]

Hey there @Hugo56, welcome to the EE Community!

If you're on our Digital home Phone service then Caller Display should be included as standard, as long as your phone is connected to the back of your Hub then this should work by default.

If you're continuing to struggle, I'd definitely recommend getting back in touch with our team, and they'll be able to see if there are any further checks we can run at our end.

Peter

[XRaySpeX]

@Peter_W : Doesn't Caller ID work on phones connected thro' the digital adapter? If it doesn't it's poor! You'd often want a phone remote from where the router is.

[Peter_W]

@XRaySpeX Caller Display will work through the Digital Voice adapters too. 

Based on everything mentioned here, the setup @Hugo56 is using is correct, so it's definitely worth giving our team another call so they can check things out at an account level 😊

Peter

[Hugo56]

Hello Peter

Recently changed over from BT to EE - see previous post.

Time has marched on and I have ditched my BT4600 answer machine and now only have the 2 original BT Essential Digital phones, one by the hub and the other in the bedroom. They have been registered to my new EE hub, I can make calls, receive calls, receive voice mail but I still do not know who is calling. Every call I get states it is withheld even when the person calling is in my contacts list on my phone. I have had several conversations with EE, they have sent me a an additional Smart WiFi Plus - why I don't know. First operative said they had 'done something at their end' and to give it 3 hrs and it would be working. It wasn't. I waited 3 weeks when I had a spare day to spend. The second operative thought it might be my old BT Essential phones and they would send new ones. They haven't arrived. The 3rd operative said they hadn't been ordered, and she would reboot my Hub. Before I could say please don't she had. This left me with no Wifi, no phones, mobile or digital and the hybrid connect signal is so low it didn't kick in either. Managed to get everything back up myself by rebooting the fibre, then the hub and then everything else.  I lost all contacts on my essential phone. 4th operative  helped get phones re-registered to the hub. I painstakingly spent time putting in all my contacts again, got my son to ring and still it shows withheld and doesn't show me the number that called if I press the calls button - it just says it was withheld. I don't know what to do now. I was promised this would be fixed by today 27th September.

I have checked the hub manager. My 2 phones are registered but no contacts are present.  Any suggestions gratefully received. 

Thank you

[Debbie_G]

Thanks for keeping us updated about what has happened since your last post @Hugo56.

I'm sorry to hear that you are continuing to experience an issue with this. 

I would recommend reaching out to our team again who will be able to access your account to check this further for you.

Debbie 🙂