After recently moving from Sky to Virgin we have noticed that the call guardian feature on our BT8500 handsets isn't filtering any calls anymore. The handset is set to 'announce' calls not in our contact list on our phone but the number of nuisance calls are starting to creep up.
We have caller display set on our Virgin account so wondered if our handsets are incompatible with Virgin?
I have just ported from BT to virgin and have voip on a new homehub 4 - my BT call guardian is still working fine. unknown callers are receiving the default BT message and if they leave their name the phone will ring at announce it and let me take the call. I have turned it off and confirmed that the phone rings for unknown calls then turned it back on again and checked that it works. BT call guardian must therefore be a function of the handset and not network dependant.
Hmm - Just to add to my previous post - I have run some end to en tests and call guardian isn't fully working on Virgin so I have disabled it on my handset. The calls were being correctly blocked and those not in contacts or block list were being given the option to provide caller details and press hash - once done the call was being connected. The only issue was that after a call the line was not being released correctly and the handset still claimed that a call guardian call was in progress and asked if I wanted to join it. This was easily clearable by pressing the hang-up button twice but without full functionality I have chosen to disable. The call guardian worked well under BT and reduced the call number and we are TPS covered so lets hope ...
Does the base station for your BT8500 Call Guardian plug directly into the back of the hub or is it connected via any internal home extension sockets (which may have been converted and linked into the new hub by the technician when it was originally set up)?
The OP never fed back a final outcome but hinted at some improvement by using the 'Custom' setup on the phone where you specify an action for each category of call rather than using the pre-set configurations. If you are minded to experiment some more you could try experimenting with the custom settings to see if it helps with the processing of the calls any.
There are often posts on the forum about BT and Panasonic cordless phones and caller ID/blocking issues. Unfortunately, they often end up with BT support blaming VM caller ID and VM support blaming the BT phone.
BT also offer a helpline for branded products listed here
I switched it back on and did a bit more testing - it appears to work fine now - just Skype numbers that don't hang up the line correctly but you can clear them by pressing the red call clear button twice post a call. Odd but I didn't bother testing to see if this was just a general clearance issue.