Phone Caller's Names

[Brainmac]

Since Virgin moved my phone system to a connection via my router box I find that my callers names are showing as withheld even though their names are in my phone. This has also happened to another member of my family. Any ideas to put this right??

[Ashleigh_C]

Hi there @Brainmac 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. Can I ask if you have checked another phone on this line to see if the issue continues? 

[Client62]

Suspect Caller Id is not enabled.

[Brainmac]

Hi Client62, You say Suspect Caller ID is not enabled. I'm not tech minded so I don't know what you mean. Is it something in my phone settings that have to be changed.

Sorry for the late reply and thanks for giving an answer even tho I'm a little confused 

[Jodi_S]

Thanks for coming back Brainmac,

As your contacts were showing before the switch over, we need to raise this with our IT team for you. 

Before I can raise this issue with them, please can I ask if you have performed the following:

• When did the problem start?
• Has it occurred before and if yes, when?
•  Has a different phone been tried?
• Have you rebooted your hub recently?

Once you have tried the reboot and another handset first, please come back to us and we can get this ticket raised on your behalf.

Kind regards Jodi.