BT Privacy Caller Display 12 months offer - why am...

I recently renewed my package and I ticked this option "
BT Privacy Caller Display 12 months offer" which during the initial setup screen showed that it's free for 12 months, and £1.75 monthly thereafter.
Howevr, I have just received my bil and I got charged £1.75 for it straight away!!
Why is this happening??

Hi crystak26,
Welcome and thanks for posting.
I can certainly take a look at this for you and see why you are being charged.
Can you send me in your details using the "Contact The Mods" link found in my profile and I will be in touch.
Thanks,
OlgaC
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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Similar Messages

Free Caller Display (12 months)

My free 12 months of caller display ends on 10th December. I have just noticed that there is an option to renew for a further 12 months on my calling features 'page'. Does anyone know if it will re-new from 10th December or from when I hit 'order'.
Solved!
Go to Solution.

I could be wrong but just so you are aware if you renew the caller display you will be entering into a new 12 month contract on your phone. New contracts usually start from when you hit renew. They don't seem to "defer" the start date until your previous contract ends.
You could call BT 0800 100 400 and ask them to confirm one way or the other.

Free 12 months Privacy and Caller Display

Do I need to contact BT to find out when my 12 month expires? I cannot find the information on 'My BT' or my bills. Do you think that the offer will be renewed?

You will need to contact them, they will not contact you. You will go onto a monthly rolling contract and any discounts you had will stop.
If you contact Live Chat they will tell you when your contract is finished.
https://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
If you are going to renew contact the options Team on 0800.800.030 and try and get a deal from them. Don't accept the first price they offer you. Make Privacy & caller display part of the deal you want.

Is Caller Display free or not free for 12 months?

When BT announced there would be a charge of £1.75 pm for Caller Display, they also stated this service would be free for 12 months if the subscriber renewed their contract for one year. i rang BT and agreed to take up the offer.
I have looked at the past 2 bills and they have the following line entries. Here's the latest bill, word for word:
1. BT Privacy at Home - Caller Display   28 Apr - 27 May 14
This is the cost of your BT Privacy at Home - Caller Display up to 27 May 2014 at £1.75 a month   £1.75
2. BT Privacy with Caller Display free for 12 months 28 Apr - 27 May 14   £0.00
I queried the £1.75 charge shown on line 1. via BT online webchat and here's BT's response, again word for word:
"BT Privacy With Caller Display is free but for BT Privacy at Home you will be charged £1.75"
You will notice that in their reply they have omitted 'Caller Display' after 'at Home' although the bill clearly shows this at line 1. above.
Can somebody please tell me should I be paying £1.75 a month? If this is so then will line 2. revert to a further £1.75 after the 12 month's expiry which will mean £3.50 a month in total'.
I just thought as a simpleton that I was getting Caller Display entirely free for 12 months by signing a new contract. Maybe life is not that simple?

john46: You state "to put it very simply the 1.75 is charged on one line and credited back on the next line".
Well it isn't. Had there had been such a credit on the bill I would not have raised a bill query with BT or this forum.
Below is my total bill where you can see I have no credit shown. It all adds up to £34.50 including the £1.75 Caller Display fee.
I cannot get a reply out of BT or even an acknowledgement to my email querying the charge. What do you suggest I do? Send a specific mail giving them 7 days' notice that I will cancel the Direct Debit and send a cheque less the missing credits, if I don't receive a satisfactory answer?
Your reply and those of the 2 other respondents now confirm that there should be a credit line of £1.75.
Whatever happens you have proven BT owes me £1.75 for each month this has occurred. May I therefore use your name and your answer in a further email to BT? It will be interesting to see if that prompts a response.
Line Rental
28 Apr - 27 May 14 £0.00
Barring withheld calls
28 Apr - 27 May 14 This is the cost of your Barring withheld calls charged in advance (£4.75 a month) £4.75
BT Privacy at Home - Caller Display 28 Apr - 27 May 14 This is the cost of your BT Privacy at Home - Caller Display up to 27 May 2014 at £1.75 a month £1.75
BT Privacy with Caller Display free for 12 months 28 Apr - 27 May 14 £0.00
You're making great savings by paying your line rental upfront for the next 12 months. More information
Package
Broadband and Calls 28 Apr - 27 May 14 This is the cost of your Package at £18.00 a month, charged in advance from
28 Apr 2014 to 27 May 2014. This gives you:
Calling Plan Unlimited Weekend Calls
Broadband BT Infinity 1
£18.00
Unlimited Anytime Calls Add-on 28 Apr - 27 May 14 This is the cost of your Unlimited Anytime Calls Add-on charged in advance (£7.00 a month)
Includes anytime calls to UK landlines and discounts to UK mobiles £7.00
BT Sports
BT Sport HD Pack 28 Apr - 27 May 14 3.00 a month, charged in
advance from 28 Apr 2014 to 27 May 2014 £3.00
Total line rental and other basic charges £34.50

Your free Caller Display offer ends soon

On Saturday I receie an email:
At the moment, you've got BT Privacy with Caller Display on a free offer for 12 months. The offer is ending soon and you'll then start paying the usual £1.75 a month to keep the service. But don't worry, you can still get it for free. Read on to find out how.
What is it again?
BT Privacy with Caller Display is a really handy service that's easy to take for granted. It's the smart way to know who's calling before you answer your phone. And it's a great way to avoid calls you don't want to take, like sales calls.
What you need to do
Take your pick from one of these options.
1. Get it free for another year.
You can do this by renewing your Caller Display and line rental contracts for another 12 months.
So I opted to renew line rental with a futher 12 months free Caller Display. I went right through the procedure and expected to get an email confirming the order with instrucions on how to pay - but nothing. So how do I go about checking if the order went through please?
Thanks very much.
Graham

grajay wrote:
... expected to get an email confirming the order with instrucions on how to pay - but nothing. So how do I go about checking if the order went through please?
After re-contracting line rental for a minimum of 12 months you would continue to pay for it in the same way as you currently do, by either monthly or quarterly bill usually settled by direct debit.
If you want to make use of Line Rental Saver and pay for a whole year of line rental in advance at the cheaper rate then that is a different product that needs ordering as well.
Try this page for order tracking.
https://www.bt.com/appsconsumerordertracking/

Caller Display disappeared after I ordered Privacy...

I have always had Caller Display as a call feature. I recently found out that you can have Caller display for free under Privacy at Home, so I cancelled the paid feature and ordered Privacy at Home instead. I have received written confirmation from BT, and Caller Display disappeared, despite having Privacy at Home!! I dialled *#234# and received the message that "the service requested is not available". I want Caller Display even if I have to pay for it, but when I logged onto Change Calling features, I could not find the option "Caller Display". What's happening? Can someone help?

Seems that since you ordered privacy on line they have forgot to add the caller display option.
Give the service dept a call on 0800 800 150, and explain what has happened.
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

BT privacy - no caller display?!

according to my order I got BT privacy with my phone line which shows who's calling. This is not the case. My phone has been transfered yesterday morning and I still can't see who's calling. When will this start working?

cinek wrote:
didn't see that box at all so now I'll have to pay for it?
Hi.
BTPrivacy includes caller display at no cost (as well as informing the TPS). So you can simply contact BT and mention that you have BTPrivacy, but caller display is not active.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Caller Display - Privacy at Home - unable to order

I would like to order Privacy at Home. I have tried to order online, via my account, but I don’t think this has been accepted. I kept getting error messages at the end of the process.
I have been trying to access my ‘Calling Features’ online for two days. Each time I get the message:
“Sorry, we can't change your Calling Features at the moment.
Sorry, we can't access your account information at the moment. Please try again later.”
I have tried telephoning the order line - 0800 916 5544 – quoted here:
http://bt.custhelp.com/app/answers/detail/a_id/8098
and get the message: “the number you have dialed has not been recognised”.
I have called this number numerous times.
I have sent feedback to this effect twice.
I have completed the pop-up survey on the BT website and repeated the information.
If the online ordering isn’t working, and the ordering phone number isn’t correct, how am I going to order this feature?
I am already registered with TPS and simply want caller display. Perhaps someone here could help me?
Solved!
Go to Solution.

Hi Steph15,
Welcome to the forum, and thanks first of all for pointing out that number - I'll contact the bt.com guys to get it rectified.
If you can email me your account details and forum username I'll look into this order, my email address is under the "About Me" section in my profile.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT Privacy at home / Free caller display

Hi
Im registered with the TPS and a friend told me I should be getting free caller display from BT too but Im not. I tried to register online unsuccessfully and tried to activate caller display from my phone via *234# but the operator told me the service was unavailabe on this line.
Can someone from BT get back to me on this.
Thanks

everybodylovesjoe
is correct and the star codes only switch it on/off after it has been enabled for your line
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

Caller display not worked since June 2014

On 26/06/14 I reported a fault (VOL-**********) that the caller display function had stopped working following a thunderstorm in the area. According to the fault status this fault is showing as being corrected and closed on 02/07/14 when in fact the fault still exists. I tested the line using the BT test socket with a new BT2000 phone and this displayed ‘incoming call’ therefore my internal wiring is not part of the problem. I have also dialled the test code *#234# to check if the caller display service is available and confirmed that it is. I then tested the new BT2000 phone on the neighbour’s telephone line and this showed the caller ID for incoming calls, as did my other telephone as well; therefore none of the telephone handsets are at fault. Three times BT have informed me that the fault has been fixed and yet I still have no caller display. Reading through the forums it would appear that other people have encountered similar issues and that the problem is at the exchange, “An Openreach engineer discovered that the RS232 burst transferring the CLI number up the line was too weak and he then went down to the exchange to investigate. He then discovered that the fault lay in the ADSL device which lies between the analogue exchange equipment and the outgoing line”.
I’m surprised to see that BT are taking so long to trace a fault in their system last raised 5/8/2014 (VOL012-**********) and that they haven’t sent an engineer to the property or to the exchange to check the problem.
My patience is wearing thin over this problem with my Caller Display not working as it started in mid June. I’m also becoming less enthusiastic about BT and find it harder to recommend them to others.
My last message from BT, tells me that it should be back to normal on the 8 August. However, it is still not working. Their message that my phone should be back to normal now and if it isn’t report this to BT, is ridiculous. If an engineer had investigated what was causing the fault and found it, then he would have fixed it. However, either an engineer has not investigated the fault or BT is not competent in fixing their own service faults and makes these statements with crossed fingers?

An engineer called yesterday and told me that he had been asked to test the line for a voice fault not a Caller Display fault. However, his testing revealed there is no line fault, CLI signal is strong and he was happy that the new BT2000 phone (bought after the lightning strike) is working properly. (This phone had also been tested on a neighbour’s phone line where it displayed the callers number). He also found that this same BT2000 phone on my line was not displaying the Caller’s number (CLI), but couldn’t offer any reason why.
I conjectured with him that these tests must bring the problem down to a corrupted CLI signal which does not allow the phone to understand the phone number being sent.
When the lightning struck the phone line back in June, it blew the telephone connection in the back of the Sky Box with a flash and bang (telephone cable now removed from the Sky box). It shorted the Openreach Faceplate (now replaced) so that the phones and broadband stopped working and it caused the phone to light up and react as it does when a call comes through.
Now isn’t it possible that the lightning also travelled along the copper wire to the green cabinet just outside the house and damaged something there which is corrupting the CLI signal, but which does not not show up when the voice line is tested? If not, then there must be a problem further back in the infrastructure, possibly in the Exchange, that is causing a corrupted signal to be sent to my phone?
He told me that another team would have to investigate the Caller Display fault as he was instructed to look into a voice issue and as a field engineer he was not able to investigate any problem that might be in the Exchange. I don’t know whether this Exchange Team would be able to investigate a problem in the Cabinet if nothing is found in the Exchange or can that only be done by a field engineer? He told me to contact BT again as he’d done all that he had been instructed to do and they would have to instigate a fault team to further investigate the problem.
When all this is considered we have the basic problem that BT are unable to provide me with a Privacy and Caller Display Service that I have been paying for, because of a fault in their infrastructure. How much longer is it going to take before they correct the problem that’s been going on since June 2014?

Caller Display ballsup

"1.
BT Privacy with Caller Display free for 12 months £1.75
This is the cost of your BT Privacy with Caller Display free for 12 months
charged in advance (£1.75 a month)"
Huh Free for 12 months at a cost of £1.75/month
Can BT please translate this into Plain English?
Notwithstanding that particular issue, take a look at this please BT:
Just don't believe anything BT tells you. I wrote a reminder in my diary to renew Caller Display in time, and they've gone and started to charge me from four days before the date they promised.

NeilO wrote:
Hi FloFosterJenkins,
No, it's not only for the first 12 months as customers can renew their free offer for a further 12 months from 30 days before their current offer expires. ......
Thanks
Neil
Thanks for the clarification NeilO.
What I still don't understand, and I don't think BT makes clear, as I mentioned in an earlier thread, is if you renew 30 days before the offer expires, does the renewal run from the date of renewal (30 days before, when the emails are sent), or the offer expiry date?
Libby Barr has emailed me about renewing Caller Display. Amongst other things she writes:
1. Get it free for another year.
You can do this by renewing your Caller Display and line rental contracts for another 12 months.
Renew your Caller Display now
2. Do nothing, and keep the service for £1.75 a month.
If we don't hear from you, you'll see £1.75 a month on your bill after your current contract ends.
(my bold)
But she doesn't say when the contract ends, nor whether or not the renewal is from the day I place the request to renew, or from the day the current contract expires.
I've got as far as the order summary on MyBT, which reads:
Your BT Privacy with free caller display will be renewed for the next 12 months. A new 12 month line rental contract also applies.
(my bold)
The next 12 months from when?

Evening and weeknd packages and caller display

My BT contract is up in a few months. Currently I'm using the line rental saver option and have a 2 year old deal which is:
40GB broadband
Evening and weekend calls
Anytime calls add-on
and the £1.78 a month charge for caller display (after BT removed their BT privacy package)
Now, looking up the new packages I notice that evening and weekend calls are no longer offered, with weekend only and anytime the only options. Is this correct?
Also, is there any way of having the caller display option without having to pay £2 a month?

When considering renewal, be aware that BT have a nasty habit of hiking up the prices of obsolete bundles. The Tarriff Guide has a bewildering array of obsolete tarriffs, all at different prices http://www.productsandservices.bt.com/consumer/assets/downloads/BT_PhoneTariff_Residential.pdf
A broadband package and a calls package may be a completely different price to a combined broadband and calls package. Sometimes two apparently identical packages can have completely different prices, just because they have different names.

Pre-registering for free caller display may have n...

Someone I know pre-registered for free caller display but it may have not worked. On logging in to their calling features management page, "BT Privacy with Caller Display free for 12 months" is not ticked.
Probably best if everyone who pre-registered checks their own settings:
http://www.productsandservices.bt.com/consumerProducts/util/vendorRedirector.jsp?productId=CON-27455...
Is anyone else who has pre-registered for free caller display seeing that they are not in fact registered for free caller display in the control panel?
Oliver.

ernie_c wrote:
I had previously pre-registered but heard absolutely nothing, not even an acknowledgement of my pre-registration.
I'm now wondering if all the telephone numbers and postcodes are now sitting in a spreadsheet waiting for a team in India to go through them one by one and submit them via the calling features form. It would explain why BT gave themselves a month to add it to everyone's account.
Oliver.

Update on Caller Display - Contract problems

Hello everyone
A little while ago I posted my problem regarding Caller Display and the fact that I had to agree and 18 month contract when we went over to Infinity last December and how I wanted to know why when this 'free' service was part of my package. I tried contacting the website a forum member advised and got told to ring another number which I did.
Then I was told they understood the problem but couldn't help and gave me another number to go direct to the people who could! The girl was very pleasant and understood why I was protesting but after speaking to her supervisor said she was very sorry but could do nothing about it. When I asked why not when my package was for 18 months I was astounded when she said because the phone contract was not the same as the broadband contract!!! I then asked if that meant that if this was the case then could I cancel the contract in December instead of 25th May 2015 and was told that was not possible.
I was never told that my 'package' had 2 different contracts and I still do not understand why I am being told that from December I have to pay for Caller Display or cancel it. Has anyone else ever heard of it? I wanted a 12 month contract as usual but due to changing to Infinity was told it had to be 18 months and now I feel I have been conned by BT. It isn't so much the money as the devious way it has been done.
kind regards...........Meggy

I think it is probably correct to think of having more than one contract with BT because they can have different contract minimum periods and be cancelled independently (well to a certain extent). They also have separate terms and conditions.
Anyway, I suspect what happened is you re-contracted your Broadband in Dec 2013 on a new Infinity contract with an 18 month minimum period. Strictly speaking you probably didn't need to also re-contract the phone and start a new 12 month phone minimum period, but you did so because they were offering free Caller Display for 12 months if you did that. It made sense because due to the broadband contract you had no intention of cancelling the phone line during that period anyway.
I would think that you will have a third option of re-contracting the phone again in Dec, again starting a new 12 months minimum period to continue to qualify for free Caller Display?
See http://bt.custhelp.com/app/answers/detail/a_id/8502/~/all-about-caller-display
But of course that minimum period would still be 6 months out of sync with your current broadband minimum period. Possibly better to cancel it for 6 months and then get things back in sync from Jun 2015?
I went to great efforts to sync my recent new Phone (line rental saver), Infinity Broadband, BT TV, and free BT Sport recently. They are all for a minimum of 12 months, line up with the BT Sport 'season' (Aug-Jul) and even line up with my exact day-of-the-month billing date. It was not a simple feat to achieve though and took a bit of planning.

Caller display not working

Hi, I need help with activating caller display. I have been all over the place on the BT web site but can not find where to activate it. I found an activating link but when you go there it just tells you about the features but not how to activate it.
Come on BT, why have you made things so complicated, you offer these features and then make it a secret how to get them. Please help. Thanks.
Tony
Solved!
Go to Solution.

Although it is classed as a "free" service you will still need to ask to have it activated on your line, ensure you ask for the privacy service as well as the free caller display,
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

BT Privacy Caller Display 12 months offer - why am...

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