on screen caller id

We had been having trouble with our on screen caller id for quite some time but were told it would require someone to come out to the house, which was difficult to schedule for us so we put it off. However, last week I had to get a replacement box for one of our TVs and magically the onscreen caller id returned on that TV. This week we had all new boxes and Contour installed and back to not having any on screen caller id. can you help??

Jamie