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I just had Optik installed on the 11th and so far I am really enjoying it.

I was wondering about how the Caller ID feature works, as nothing seems to be popping up on my TV when I am receiving a call. I've pushed the caller id button on the remote and have enabled caller id, but it hasn't seemed to make a difference. Any help would be appreciated.
 

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The only thing I can think of is that you're not subscribed to the call display service. Does it work on your phones?
 

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If you are subscribed to call display from your phone company and still not receiving any display on your TV, the other thing is that other phone companies equipment sometimes does not 'talk' to Telus's equipment. We sometimes get calls from a friend in California and the on-screen display shows it as a private number.
 

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call display not working

I had the same issue here and wound up calling TELUS service to get the feature turned on.

Cheers
 

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If the call display portion of your Optik is not working its just a very small, programming error. Call your tech back or call in and you can have it fixed right away, takes about 3 min. and requires no visit.

The Optik call display will only work if you have the feature.

Callers who don't use TELUS as their provider will often show up as 'private' or 'unknown' and out of area usually shows the area such as 'New Brunswick" (thats where all the telemarketers seems to lurk).

Always get your techs business card, this makes it much easier to have these things corrected later on. You generally don't have to wait long for a tech to answer their cell and they have VM unlike customer service.



- another TELUS tech
 

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Thanks for the replies, I will call tech support, the tech I had is on holidays until Monday, plus it will save him the hassle
 

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when this happens and your regular call id is working it just means that TV caller id isnt added to your account. a quick call to care 310 2255 will fix this. they can add it for next day.
 

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Ya call your tech back. He/she was supposed to check to see if that feature was working properly and they obviously missed it. They just need one quick call and it will work. Even leave them a message on their cell, some techs check their voicemails periodically.
 

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Well Telus tech support said all should be working they sent out a test call and the TV picked it up fine, it just doesn't seem to work when I call my home number from my Rogers cell. The caller ID on the phone works, but nothing pops up on my TV.
 

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ShawPhone too. They just come up as 'private' for me @ home, but that is on both the TV and the phone.


- another TELUS tech
 

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I hope that one of the Telus Techs can offer me some advice on what to do. My situation is.....my caller ID on my Optik TV stopped working last Tuesday and hasn't worked since. I've restarted my box and modems several times and no success. I've even double checked that the feature was enabled in the menu. Tonight I called up tech support and was on the phone for over an hour and was passed off from person to person. No one could solve my issue. The best they could do was to be able to display a text message on the tv. When they hung up and phoned back it would not display on the tv. They said they went and "tweaked" a few things on their end but still no success. To make a long story short.....the girl said that there was nothing more she could do. Since tomorrow is the weekend, no one will get back to me until Monday (I can live with that) but I'm told it will require someone coming to my home to fix the issue and I will be charged for it.....are you kidding me! I read another post that all it would take is a simple fix on their end. Anyways.....(to the techs on this forum).....who should I call or ask for next to fix this problem.

Thanks in advance for any advice you may have,

Steve
 

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There should NOT be a charge for this. If the caller ID is not working there can only be a charge if there is something causing it in your house. If its out in the cable (most likely) or an issue with TELUS hardware or programming, its not your concern and its non-billable.

If it was working and suddenly stopped, and doesn't work on your phone either, but everything else is working, its probably a TELUS hardware failure.

If it is working on your phone and just not the TV, then it IS a TELUS issue and is non-billable.

Check to see if its any of your equipment that may be causing it. Do this by unplugging all of your phones then calling your TN on a cell. If the caller ID works on the TV its a problem with one of your sets messing up your circuit, use process of elimination to find the culprit and replace the set. If it still doesn't work I doubt strongly its a billable issue and should get fixed no charge.

TELUS policy on billing for trouble repairs is clear, customers are only billed for trouble ticket repairs if;
- the trouble is caused by a piece of the customers equipment (phone, fax machine, alarm etc.)
- the trouble resulted from damage to the inside (house) wiring for the phone system, typically from renovations causing cut wires or nails causing shorts etc., and finally good old corrosion or deterioration. The wire inside your house is your property, it therefore will not be repaired by TELUS without charge.

All other trouble repair related work is non-billable.

- another TELUS tech
 

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Thanks Wiremonkey. I did as you suggested.....unplugging the phones, checking and cleaning all the connections etc. and the caller ID still doesn't work. It worked since the install 10 months ago and then just suddenly stopped working. I know some people would say "who cares" but it's a feature I really like about Optik TV. As for it being a wiring issue.....who knows. I live in an apartment building so it's hard to say if something happened there. Oh well.....I'll wait until Monday and call Telus again. I was told they are to being calling me but I doubt if they will. Last time was a nightmare of being hung up on twice by accident, transfered to so many people.....*sigh*. Other than this single issue, I love Optik TV.
 

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Good to hear. Just to clarify, is your caller ID working on your phone, just not your TV?

Either way with the added info that you live in an apartment there is even less chance you will be billed for any wiring defect, since you don't own all the wiring (if any), and there is little chance anything you could have done would cause this.

I think getting billed is a non-issue given you have tried the troubleshooting and found no difference. I doubt I would bill you (it is up to the tech to make the determination) for this type of thing. If your callerID doesn't work on your phones or the TV its a TELUS issue. Failed caller ID while not common is none the less something techs all see sooner or later. Everyone of these I've been sent out on, and there have been a few, has been a TELUS hardware failure and was not a billable repair. Its usually either a hardware failure or a cable pair issue. If it was a cable pair issue, that type of issue would preclude proper functioning of your internet so you wouldn't even have TV or it would be very unstable. Since you have said everything else is working, it would appear its not cable pair related, so it must be a simple hardware failure. Since it makes no difference when all of your hardware is removed, it points to TELUS hardware or a software programming issue that has been inadvertently changed and has been missed previously.

If you get no joy on Monday please PM me with your name and telephone number as well as a number where I can reach you. I will shake the tree for you.

- another TELUS tech
 

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Hey Wiremonkey,

Yes, my caller ID is working fine on my telephone. Regarding the billing issue.....the girl that mentioned that to me seemed to be somewhat confused in the first place. She tried to troubleshoot my issue for awhile but I don't think she knew what she was doing. I did make the phone call to Telus late Friday night so I'm not sure if the good techs are there that late :)
One thing the tech managed to do was to send a "text message" (which looked like a regular caller ID message displaying "TELUS TEST 5555551212") to the television. But when they hung up and tried calling my number normally the caller ID didn't work. I'm just hoping that it's not my PVR and maybe something on their end. I'll let you know what happens on Monday.

Thanks again for the help. It's very much appreciated.

Steve
 

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Hey Wiremonkey,

Yes, my caller ID is working fine on my telephone.
This means you won't be billed. If the caller ID is working on your phone its a programming issue or perhaps (small chance) a STB issue. I'm betting on programming.

The test call is easy enough to do, I can send one to you right now. Success with a test call doen't mean the caller ID will work. I've had a few where I sent the test call and it worked, but I couldn't get my TELUS cell to come up when I called the residence. Sure enough upon further investigation the programming was incorrect each time. The test will work even if the programming isn't right.

IMO, given this new info, this is a programming issue with your Optik service path.

The tech won't be able to fix it if it is programming as we don't have access to that function, but the tech will verify to the programmer that there is no other issue and that the callerID is working on the phone. If the programming is changed and still no joy, a new STB will be tried, if this doesn't work and the new STB is a PVR have them put yours back so you keep your recordings. There is no reason to think its the STB if a new one makes no difference. If this happens there will have to be some more investigation done. I can't think of what else it could be other than programming, given your particular situation.

- another TELUS tech
 

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I hope that one of the Telus Techs can offer me some advice on what to do. My situation is.....my caller ID on my Optik TV stopped working last Tuesday and hasn't worked since. I've restarted my box and modems several times and no success. I've even double checked that the feature was enabled in the menu. Tonight I called up tech support and was on the phone for over an hour and was passed off from person to person. No one could solve my issue. The best they could do was to be able to display a text message on the tv. When they hung up and phoned back it would not display on the tv. They said they went and "tweaked" a few things on their end but still no success. To make a long story short.....the girl said that there was nothing more she could do. Since tomorrow is the weekend, no one will get back to me until Monday (I can live with that) but I'm told it will require someone coming to my home to fix the issue and I will be charged for it.....are you kidding me! I read another post that all it would take is a simple fix on their end. Anyways.....(to the techs on this forum).....who should I call or ask for next to fix this problem.

Thanks in advance for any advice you may have,

Steve
Hi Scorpion.
My caller ID on TV also quit for me here in Victoria last Tuesday.
The last ID call in the "history" was on the Monday.
All my phones display OK.
Cleared history on Optik,disabled Call Display and enabled again to no avail.
Used Telus cell phone for test and all phones display Caller ID ok.
Will try a call to Service Department Monday.
Another point a lot of functions have also slowed down since that time.
Was there a so called upgrade?
 
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