topic Re: O2 Network suddenly withholding my mobile number in Pay Monthly

O2 Network suddenly withholding my mobile number

Kernow_Mark — Tue, 01 May 2018 18:47:31 GMT

Hi All,

Bit of a strange one, and had no joy with reporting the issue via the O2 My Network App, so opening it up to a wider audience ..

I've got an iPhone 7, and have always had my Caller ID settings to present/show my phone number.

As of late, on at least 3 occasions, in 3 seperate areas (differents cell towers) the O2 network has decided to show my number as unavailable ?

A bit annoying for me as most of my friends and relatives use a True Caller call-screening device, which will only accept inbound calls from numbers in it's whitelist. Hence, whenn True Caller gets an inbound call that presents as Unavailable or Witheld it doesn't connect the call, but screens it (adding maybe 30 seconds, maybe more) to the call I'm making. When you're in a hurry, it's a right pain in the proverbial.

So, O2 - what's going on ? I've reported it via the My Network App, but no faults have been identified, but clearly there has been a problem. Is it going to happen again ? What are you doing about it ?

If there are network upgrades going on, then a helpful heads up would be great, otherwise me thinks you've problems with your network that you aren't admitting to

Re: O2 Network suddenly withholding my mobile number

Cleoriff — Tue, 01 May 2018 19:00:05 GMT

Hi @Kernow_Mark Have you checked your network coverage here https://status.o2.co.uk/ ?

Or there is a guide here on checking network problems https://community.o2.co.uk/t5/How-to-Guides/How-can-I-sort-out-my-network-issues/ba-p/1014088

Apart from that, as I don't have an iPhone I can't offer any other advice. Sorry

Re: O2 Network suddenly withholding my mobile number

MI5 — Tue, 01 May 2018 19:01:43 GMT

Hi @Kernow_Mark

Unfortunately we can't answer your questions that are directed towards O2.

All wecan advise is that you keep onto customer services or raise a complaint with them.

Resolver gets good results.

https://www.o2.co.uk/how-to-complain

Re: O2 Network suddenly withholding my mobile number

Kernow_Mark — Tue, 01 May 2018 19:12:15 GMT

Hi Cleoriff ..

Yep, checked for local issues and network problems, nothing showing up 😠

Re: O2 Network suddenly withholding my mobile number

darrengf — Tue, 01 May 2018 22:40:48 GMT

@Kernow_Mark I’m not saying that this is a fix.

but try putting 1470 in front of the number before you dial it. .

so for example if you had a Mobil number of 071234 etc. Put 1470071234 etc so the 1470 is in front of the dialled number.

this command should force the number to be shown.

.also if possible. Try the SIM card in another mobile, and if possible obtain a new SIM card from a o2 shop, see if a replacement SIM card resolves the issue.

I know now you have said that you have checked the mobile settings and it’s showing it will send your number when you make a call. Question is, does it happen to every call you make? Or is it random.

Last question, does this happen only to friends with Trucaller? If this is the case, the fault may be down to how Trucaller is interpriting the CLI from the network. As Trucaller is a separate app, it could be causing a miss understanding of the inbound call. Why now ask you friend to turn of true caller or disable it or even delete it and then you try to call again, always worth a try

Re: O2 Network suddenly withholding my mobile number

Kernow_Mark — Sat, 05 May 2018 14:19:31 GMT

Putting 1470 in front of the number allows the call to go through, presenting my Caller ID as expected.

It doesn't happen on every call, but on random calls - including to people who don't have TrueCaller on their landlines. My call presents to them as Unavailable (not witheld) ...

If I get my wife to turn Truecaller off (on the landline) then my number is either presented to her (as expected) or on random occasions it will present as unavailable.

All software / firmware is upto date on my iphone. Have also tried re-booting it, but it still happens on random calls. Haven't tried a replacement sim card yet ... not convinced it's the sim card, but more of a local network issue. As far as I can tell, there is no network maintenance ongoing either.

Re: O2 Network suddenly withholding my mobile number

MI5 — Sat, 05 May 2018 15:45:33 GMT

Likey it will just fix itself when they reboot something network side.

Re: O2 Network suddenly withholding my mobile number

pgn — Sat, 05 May 2018 17:23:25 GMT

Just to check it isn't your phone, you can dial *#31# to see if your phone is set to send or withold CLID next time you make a call. (CLID - Calling or Caller Line IDentity)

(if it helps, @Kernow_Mark - could be a mast change near you has not been configured to pass CLID in your area, but as someone else has said, all should revert to normal when the O2 side realise and reset/correct...)

Re: O2 Network suddenly withholding my mobile number

darrengf — Sun, 06 May 2018 22:46:17 GMT

@Kernow_Mark Very strange one in deed. I would say it’s some sort of bug in he software like it’s been mentioned and hope it will get resolved soon.

glad the 1470;works. Not idea though.

do keep us informed if it does get resolved and if it was a software update etc.

Re: O2 Network suddenly withholding my mobile number

EmilieT — Tue, 08 May 2018 14:48:52 GMT

Hi @Kernow_Mark, I'm sorry to see that your Caller ID is still giving you some trouble. I've sent you a quick PM now to get some more info and see what can be done to help you further

Re: O2 Network suddenly withholding my mobile number

Kernow_Mark — Thu, 10 May 2018 10:38:15 GMT

Just wanted to post an update ...

Thanks to Emilie, O2 have taken this on-board, and to their credit have been very prompt in investigating this.

I've had 2 phone calls from Customer Care and also a Network Engineer in the last 48hrs, and their assistance is ongoing. Thanks O2 (and everyone else) ... I truly wonder if any other network would go this far to assist a customer. Top marks from me, and yet another reason why I'm staying with O2 - their customer is 5 star

Re: O2 Network suddenly withholding my mobile number

MI5 — Thu, 10 May 2018 10:39:32 GMT

Good news mate

Re: O2 Network suddenly withholding my mobile number

jonsie — Thu, 10 May 2018 11:01:30 GMT

@Kernow_Mark wrote:
Just wanted to post an update ...

Thanks to Emilie, O2 have taken this on-board, and to their credit have been very prompt in investigating this.

I've had 2 phone calls from Customer Care and also a Network Engineer in the last 48hrs, and their assistance is ongoing. Thanks O2 (and everyone else) ... I truly wonder if any other network would go this far to assist a customer. Top marks from me, and yet another reason why I'm staying with O2 - their customer is 5 star

To be fair, customer service, in the main, is very good. Hope you get some form of solution soon. It may even need your account disconnecting completely off the network and re adding after 24 hours

Re: O2 Network suddenly withholding my mobile number

Cleoriff — Thu, 10 May 2018 11:05:14 GMT

Great to hear this @Kernow_Mark Hoping for a good result at long last

Re: O2 Network suddenly withholding my mobile number

mick_kerry — Sun, 12 Aug 2018 18:14:09 GMT

Am I going mad, or did you forget to mention whether O2's 5-star support actually solved your problem? And if so, what did they do? (I have the exact same problem right now, and no one can see my number, whoever I call. Most people decline to answer, so effectively I have a non-service.)

Re: O2 Network suddenly withholding my mobile number

jonsie — Sun, 12 Aug 2018 23:10:50 GMT

It's highly unlikely that O2 have anything to do with it. Have a look in the phone call settings as the option to show or hide the number is in there.

Re: O2 Network suddenly withholding my mobile number

SteveF — Mon, 13 Aug 2018 11:08:44 GMT

I am getting something similar.

Last Friday 10/8/18 my phone was telling callers my 'destination is not found'

What does that mean????

How can it be solved??

Re: O2 Network suddenly withholding my mobile number

MI5 — Mon, 13 Aug 2018 11:55:53 GMT

@SteveF contact customer services to have your account checked firstly http://www.o2.co.uk/contactus
Are you still able to use your phone for anything else other than calls?

Re: O2 Network suddenly withholding my mobile number

SteveF — Mon, 13 Aug 2018 11:57:52 GMT

Yes, I can make calls, the difficulty is others contacting me

Re: O2 Network suddenly withholding my mobile number

MI5 — Mon, 13 Aug 2018 12:41:55 GMT

Check for any network issues here as well
https://status.o2.co.uk/