Caller Display stopped working - please reinstate

[So1]

I used to have caller display but it has stopped working - this happen a week or two ago.  

Thank you

[Zach_R]

Hi @So1,

Thank you for your post and welcome back to our community forums. We're here to help.
 

I am so sorry to hear you're having some caller display issues recently. Are you having any other problems with the landline service? Along with this, have you checked our Service Status page yet for any known area impacting faults that may be causing this?

Thanks,
 

[So1]

Thanks for replying ,Zach.  The only other issue is that the phone is also no longer storing recent callers, but that is probably because it is not receiving the call meta data.  I get the calls OK.

[Sofia_B]

Very sorry to hear this @So1. 

I've managed to locate your account from your profile information and I can see caller display is enabled, so I'm unsure as to what's caused the Caller Display to stop working for you. 

Have you changed the handset recently? Are you able to reboot the handset to see if this helps reset the device? 

Thanks, 

[So1]

Thanks for checking it is switched on, Sofia. 

I haven't changed the handset for years.  It is a corded phone (which is what I need).  It has a factory reset so I have pressed that.  I doubt it will help but it is worth a try.  I am expecting a call on Sunday so we'll see if it works.

Thanks for your help.

[Sofia_B]

It's no worries @So1.

Ah I see, thanks for expanding on this. 

Please keep us updated on how things perform after the factory reset, any issues just let me know and we'll assist further. 

Thanks, 

[So1]

Hello,

The factory reset unfortunately did not restore caller display.

Has the format of the caller data changed recently?

Thanks for looking into it for me. 🙂

[Lee_R]

Hi @So1 thanks for getting back to us.

Although we've located your account, I am going to send you a private message to confirm your details, as I want to help you fix this.

Regards

Lee_R

[Lee_R]

Hi @So1 thanks for confirming your details via private message.

We've refreshed everything on our side.  Would it be possible to verify if we've been successful?

Regards

Lee

[So1]

Yes, I can test that later today, so I will get back to you tomorrow.

Thanks, Lee.