No caller ID display and 1471

[elenpierce]

I have lost caller ID and 1471 since engineer restored my phone line 4 days ago. Customer services told me Virgin don't do these services any more.

[Sofia_B]

Hi @elenpierce.

Welcome to the Community and thanks for your first post, we're happy to have you with us 🙂 

I'm sorry to hear this. I've had a look into your account and can see you've discussed this with a member of the team who has given you some more information on this and advised that you will need a compatible handset or caller ID module in order to have the caller display features. 

Are you considering changing the handset in order to benefit from the features? 

Thanks,

[elenpierce]

There's nothing wrong with the handset and it is compatible

I only lost the 1471 and caller ID  after the engineer visit last Thursday.

Can you restore these features please.

Thanks Elen

[Sofia_B]

Thanks for getting back to us @elenpierce. 

To confirm, has the handset changed since the engineer restored the phone line?

Thanks, 

[elenpierce]

It is the same handset - no change

[Sofia_B]

Thanks for confirming @elenpierce. 

I'm going to send you a PM so we can get these re added for you.

Please look out for a notification in the purple envelope located in the top right hand corner of your screen. 

Thanks, 

[elenpierce]

it is the same handset

 It previously got both 1471 and caller ID 

[Sofia_B]

Thanks for confirming @elenpierce. 

Please respond to my PM so we can get this sorted for you. 

Thanks, 

[Sofia_B]

Thanks for chatting with me over PM @elenpierce, that's DPA all passed 🙂 

So having a look into this, I've managed to enable the Caller ID for you. Could you please check if this is now working on the handset? 

In regard to 1471, I'm having some trouble enabling this for you. Could you please try the following: 

Please press the number 5 on the handset and hold this down, you will then hear either a definitive beep or half a beep/a series of clicks/sounds. Could you please let us know which you hear and we'll be able to provide some steps from here in order to get 1471 working for you again. 

Thanks, 

[elenpierce]

half way there

the caller ID is coming up. Great

we have pressed the number 5. we don't get any beeps - short or long - just a continuous tone

If I get a line and press it I get a continuous tone, the same on others numbers too. 

Over to you

Elen