Why Can't I See a Call or a Button?
What you see in the Customer portal depends on how your service provider has set up your sign-in: which kinds of call and which statuses it shows, how far back it goes, and whether you may log or change calls. This page explains each reason a call or a button can be missing from your Calls list or a call's page, and what to do about it.
Why is a call missing from my Calls list?
A call is usually missing from your Customer portal Calls list because the list is narrowed, because you are on another account, or because your sign-in does not show that call. Check these in order.
- The list is narrowed. Select All above the Calls list, choose Every status in the Status dropdown, and clear the Search your calls box. When you open a call from the Calls list and then come back with your browser's Back button, the list brings back the search, date button, status and page you had when you opened the call, so a word left in the search box can hide calls without you noticing. Going to another page, such as Home, and then selecting Calls in the portal's menu opens the list fresh instead.
- You are on a different account. If you look after several accounts, the Calls list shows one at a time. Select your account's name at the top of the portal's menu and choose the account the call belongs to. On a phone the account name is not in the menu along the bottom of the screen. Turn the phone sideways: on a screen that is wide enough, the full menu appears down the side. If it still does not, open the Customer portal address your service provider gave you again to reach Choose an account.
- Your sign-in does not show calls in that status. Your service provider chooses which call statuses your sign-in can see. Some sign-ins show only finished work, for example, so a call that is still open does not appear until it is finished. It works the other way too: a call you could see yesterday leaves your list, and can no longer be opened, once your service provider moves it to a status your sign-in does not show.
- Your sign-in does not show that kind of call. Your service provider also chooses which types of call your sign-in can see.
- The call is older than your sign-in goes back. Your service provider can set a date before which calls are not shown in the portal, whichever date button you press. That date limits calls only: your invoices and payments under Account history are not cut off by it.
The last three are settings on your service provider's side, not something you can change. If you need to see a call that is hidden this way, contact your service provider and quote its call number.
Why is there no Log a call button?
The Log a call button appears at the top of your Home page, your Account page and your Calls list only when your service provider has allowed your sign-in to log calls. If it is missing, your sign-in is not set up to log calls.
If you reach the Log a call page another way, for example from an old bookmark, it says: "This sign-in cannot log calls. The office can turn that on." with a link, Back to your calls.
To report a problem in the meantime, contact your service provider the way you normally would. If you would like to log calls yourself in future, ask them to turn it on for your sign-in.
If your service provider says they have just turned it on and Log a call is still missing, sign in again. The Customer portal takes what your sign-in may do from the moment you sign in, and a page you already have open does not change by itself. When your service provider changes your sign-in, the portal signs you out, at once or within about a minute, so the next page you open or reload shows the sign-in page: sign in again, and Log a call appears on Home, Account and your Calls list. The same goes for Edit, Visits, Account history and the Balance due card when they are newly turned on for you.
Why is there no Edit button on my call?
The Edit button appears beside a call's heading only when both of these are true: your service provider has allowed your sign-in to change calls, and the call is not yet finished. A call that is closed, matched or cancelled is finished, and then it can no longer be changed by anyone through the portal.
If you reach the Edit call page another way, it tells you which reason applies:
- "This call is finished, so it can no longer be changed. Please ring the office if something is still wrong." — the call is finished.
- "This sign-in cannot change calls. The office can turn that on." — your sign-in is not set up to change calls.
Both messages offer a link, Back to the call. If something about a finished call is still wrong, contact your service provider and quote the call number; or log a new call if the problem has come back. If your sign-in cannot change calls, tell your service provider what needs changing, quoting the call number, or ask them to let your sign-in change calls; once they have, sign in again to see Edit.
Why does it say "That call is not one this sign-in reaches"?
The Customer portal says "That call is not one this sign-in reaches." when you try to open a call your sign-in cannot see. This happens when the call belongs to another account, when its status or kind is one your sign-in does not show, or when the call no longer exists. The portal gives the same message in every case.
The message includes a link, Choose an account, to go back to your accounts.
Similarly, "That customer account is not one this sign-in reaches." means the account you tried to open is not linked to your sign-in, and offers Choose another account.
These usually happen after following an old link or bookmark, or a link someone else sent you. Every Customer portal sign-in is set up separately by your service provider, with its own accounts, call statuses and kinds of call, so a colleague's link can open a call for them that your own sign-in does not reach. Open Calls from the portal's menu to see the calls you can reach, and if you think your sign-in should include that call or account, ask your service provider, quoting the call number.
Why does Next visit say Not booked on all my calls?
The Next visit column on your Calls list says Not booked when no engineer visit is still to come on that call. That is normal for most calls, especially finished ones. A visit that has already happened, even last week, is no longer a next visit, so it drops out of the column: to see it, select Visits in the menu and then Earlier, or open the call and read its Visits card.
If every call says Not booked, even one you know has a visit arranged, your sign-in probably does not include engineer visits. In that case there is also no Visits item in the portal's menu, and no Visits card on a call's page. Visit details are only shown to sign-ins your service provider has turned them on for; ask them if you would like to see visits.
Why did a call's page show an error?
If a call's page, the Log a call form or your Calls list could not be loaded, a message appears in place of the information, explaining what went wrong. On the Calls list the message appears above the calls, and the calls already shown stay on screen. Nothing you have saved is lost: a call you logged or changed before the error is still with your service provider.
If the message is "The server did not answer. Check your connection and try again.", the Customer portal could not reach your service provider at all, usually because your internet connection dropped; the Customer portal needs a connection for every page.
Reload the page to try again. If only the Details or What was done document is affected, select Try again on that card. If the problem continues, contact your service provider and tell them the message and the call number.