Forum Discussion

petermc's avatar
petermc
Tuning in
2 years ago

Withheld Numbers Bypassing Call Guardian

Hi,

Ive recently connected to the new phone system and have a BT Phone with a built in call blocker.  I think it used to be called Call Guardian but is now called True Call.

Basically, when someone calls, they have to announce who they are and press the # key for the call to come through to me.

This is all working fine for calls from people with a visible phone number but people calling from withheld numbers are coming straight through without having to announce themselves.

I can see that this has been brought up once before and the two bits of advice were to reboot the hub and also to make sure the Caller Display feature was enabled.  I’ve checked with Virgin who have confirmed that caller display is enabled and I’ve also just rebooted the hub but the issue is still there.  I’ve also taken the phone to someone else’s house and tried it on their line and it works fine so it is not an issue with the handset.  It seems to be an issue with my phone line.

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      Hi petermc 

      Welcome to the community forums 

      Sorry to hear you're having issues with your landline were withheld numbers are bypassing your True Call. 

      I have also double checked the systems at my side and can see that all is enabled 

      Has the work around that is advised in the link goslow helped to stop the bypassing of withheld numbers calling through? 

      The work around is advised to On the BT4600 select menu, then Settings, then Call Settings, then First Ring - set it "on".

       

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

      • petermc's avatar
        petermc
        Tuning in
        2 years ago

        Hi, I’ve just tried that and it didn’t solve the problem unfortunately.

    • petermc's avatar
      petermc
      Tuning in
      2 years ago

      Thanks for the reply goslow.  Didn’t solve the problem though unfortunately.

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        Are you using a BT Premium phone?

        Is this something that was working and has just suddenly stopped?

        Or has it stopped after a VM 'switchover' to a phone connection from the back of the hub?

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      Thank you for providing that information petermc 

      I will raise this with the team now to investigate further. 

      So, just to confirm, have you had BT true caller before working at your property on an older phone, or is this the first phone you've had that has had the feature? 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    One for VM to check, is the Hub using the Caller Id style of a BT exchange "ESTI FSK with PRI(UK)" ? 

  • Tom_W1's avatar
    Tom_W1
    Forum Team
    2 years ago

    Hi petermc thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

    Please allow me to send you a PM so we can look into things further for you, kindly expect the PM to arrive shortly and respond directly when you can!
    Many thanks