topic Re: Caller IDs all unknown in Pay Monthly

Caller IDs all unknown

chromosaurusrex — Mon, 08 Jan 2024 18:25:46 GMT

When I get an incoming call my phone says number unknown instead of the number even if the number is someone in my contacts. The last time an incoming call had a number on it was 24/12/23 but since 30/12/23 every incoming call says number unknown.

I had this issue before last May/June after the migration from Virgin mobile to o2 and this was resolved at the time by o2 support but it has now reoccurred. I tried phoning the support line but the other end of the call couldn't hear me even though I checked my phone's mic with voice recorder and it picked me up fine.

Re: Caller IDs all unknown

MI5 — Mon, 08 Jan 2024 19:06:36 GMT

@chromosaurusrex

O2 have developed a bolt on to fix this issue.

You need to ask them for the CLI presentation bolt on.

Re: Caller IDs all unknown

chromosaurusrex — Mon, 08 Jan 2024 20:26:03 GMT

I've now messaged o2 via twitter to see if I get a response about this bolt on as still can't be heard on their end on the voice call despite being heard fine when I call other numbers. Facebook messenger link does not work on the contact option list. Also online chat via the app did not allow me to request bolt ons as an option of what help I required.

Re: Caller IDs all unknown

chromosaurusrex — Mon, 08 Jan 2024 20:26:54 GMT

Re: Caller IDs all unknown

MI5 — Mon, 08 Jan 2024 20:33:56 GMT

FB link working for me. Just tried it.

Re: Caller IDs all unknown

Oxonian — Sun, 14 Jan 2024 19:15:45 GMT

Have you made any progress on this @chromosaurusrex ?

Re: Caller IDs all unknown

chromosaurusrex — Sun, 14 Jan 2024 19:53:56 GMT

I eventually managed to get through to o2 via Twitter direct message. It took 3 or 4 days due to slow responses and me being unavailable when they did respond.

I'm not sure if it was the CLI Presentation bolt on that's sorted it but that is on my o2 account now so probably. When I got through to o2 via Twitter they said they'd make the necessary changes to my account to fix my issue and to restart my phone 24 hours after they'd sorted it on their end to fix it. I had to restart my phone twice for it to take effect.

On the contact us page, the Facebook messenger link did not work for me, when I clicked it I just kept getting "user does not exist" so this might need fixing, at least on mobile. The Facebook page link did work so I managed to get to the messenger chat by going on the contact us on the Facebook page. The response was slower there than via Twitter and even though my original message said I'd contacted them after posting here, all they sent me was a link to the community boards telling me to try posting here for help first. So if anyone else is struggling to contact o2 via the phone helpline as I was I would suggest sending a dm on Twitter as the next best thing.

Re: Caller IDs all unknown

Oxonian — Sun, 14 Jan 2024 20:00:25 GMT

@chromosaurusrex

Thank you for that feedback and for confirming that a DM on Twitter worked for you.

I am pleased that your issue is resolved. 😀

Re: Caller IDs all unknown

chromosaurusrex — Sun, 14 Jan 2024 20:05:27 GMT

Hopefully if someone else has these issues and sees this, they might be able to avoid the messing about with Facebook messenger that I did

Re: Caller IDs all unknown

Oxonian — Sun, 14 Jan 2024 20:43:19 GMT

@chromosaurusrex

Yes, very much so. 👍

Re: Caller IDs all unknown

3Xtheircustomer — Fri, 20 Dec 2024 11:08:25 GMT

I'm currently having the same issue and it's been going on since 2nd December and I have mentioned the CLI to them and they dont seem to know what in talking about and I have looked on myo2 app and unable to locate it .. they have suggested that my SIM might be faulty and are sending me out a new SIM ... Any other suggestions please?

Re: Caller IDs all unknown

JumpingRabbit — Thu, 02 Jan 2025 14:05:37 GMT

I’ve been having this issue and customer service have been completely useless so far. I keep trying to push that i need this bolt on but they keep insisting me to check the show my caller id setting on my phone. It is on already but it wouldn’t matter if it was on or off, it’s just for sending calls not receiving them. It seems like customer service still aren’t aware of this issue despite it seemingly be an issue for over a year as far as I can tell from the forums. Do I have any other options? I don’t want to carry on trying customer service as that really doesn’t get me anywhere

Re: Caller IDs all unknown

Enlli — Thu, 02 Jan 2025 16:03:22 GMT

@JumpingRabbit I'm afraid customer service needs renaming customer disservice. It is apparent that if it's not on the screen in front of them then they don't want to know. I sometimes think that even when it is on the screen the system seems to fall over.

A couple of years back we had agents here we could call on and they sorted many things out. Obviously they were too good as O2 got rid of them

Nothing we can do but refer you back, you might be lucky and get an agent that knows what they are doing.

Your account needs disconnecting and then reapplying, that usually sorts things out

Re: Caller IDs all unknown

MI5 — Thu, 02 Jan 2025 16:10:33 GMT

@JumpingRabbit

Have you tried the UK based social media teams?

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Re: Caller IDs all unknown

JumpingRabbit — Thu, 02 Jan 2025 20:24:46 GMT

Hahah you’re very correct. Will try contacting them again tomorrow and I’m happy to carry on nagging them until it’s resolved, but it’s just a shame that something as simple as caller ID takes this much effort to get sorted

Re: Caller IDs all unknown

JumpingRabbit — Thu, 02 Jan 2025 20:26:45 GMT

Not yet and it’s probably worth trying, but from what I’ve seen in other posts here it seems like messaging on their socials takes even longer than their live chat hahah. I’ll give it a shot and update the forum in case anyone in the future also has this issue

Re: Caller IDs all unknown

JumpingRabbit — Sat, 04 Jan 2025 06:59:55 GMT

Update: contacted their Facebook team who replied quite quickly and took me through a bunch of options that I wasn’t made aware of with their phone call customer service. None of those options worked for me though, but they were quick to put my issue through to the network team and I should hopefully have a response in 5 days 👍

Re: Caller IDs all unknown

pgn — Sat, 04 Jan 2025 07:37:18 GMT

Persistence is key, @JumpingRabbit - still keep the Messenger thread active, as the back-end teams also can be slow to respond. Good luck!

Re: Caller IDs all unknown

pgn — Sat, 04 Jan 2025 07:45:15 GMT

... So if anyone else is struggling to contact o2 via the phone helpline as I was I would suggest sending a dm on Twitter as the next best thing.

Which is why, @chromosaurusrex and @JumpingRabbit, I have taken to sharing just two Social links of late:

Thanks for the feedback.👍🏼

Re: Caller IDs all unknown

Cleoriff — Sat, 04 Jan 2025 09:28:31 GMT

@JumpingRabbit @3Xtheircustomer

When contacting social media, are you asking them to apply the CLI Presentation Facility bolt on as shown HERE by @MI5 ?