topic Re: no number syndrome in Discussions & Feedback

no number syndrome

MartinIP — Sun, 13 Aug 2023 10:39:12 GMT

What the hell is going on with 02's new sim cards? I have had about 5 new 4g sim cards and used them with a brand new mobile and every incoming phone call was "no number" even from my contacts list? I eventually sent the new phone back and put the sim card into my ancient Nokia phone that has never given me a problem and guess what....all incoming phone calls are "no number" I have reset the phone and activated yet another new 02 sim card and the problem still persists.So I have no idea who is calling me and if I miss the call I have no idea who called to phone them back......SO ANNOYING

Re: no number syndrome

MI5 — Sun, 13 Aug 2023 10:41:54 GMT

@MartinIP

It's a common issue.

This is a customer to customer community, not O2.
You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Re: no number syndrome

Kosmos5457 — Sun, 13 Aug 2023 16:54:03 GMT

I have experienced this issue also. I had to call customer services many times and go through the usual, and so much annoyance with put SIM in another phone to test, network setting reset as well.

My findings were this:

4G and WiFi Calling, they were fine. I would receive incoming calls with CLI.

If I happened to go onto 3G, EDGE or GPRS, there would be no incoming caller ID.

I have seen so many others in here, in this community forum, with this issue. I had requested a disconnect and reconnect of my number. I was advised that it is a last resort that they'd do this.

What I've noticed now on my O2 account, since the issue has been fixed is a bolt-on or service called CLI Presentation Facility. That was not there before and is now. Check in the O2 app.

Please call O2 and ask that they add this CLI Presentation Facility. Be quite specific with them and state that you know in no uncertain terms that it is a network level issue. If the customer services person is unsure, ask that they escalate to the network investigation team.

Re: no number syndrome

pgn — Wed, 04 Oct 2023 14:58:42 GMT

@Dave-O2 what is this mysterious "CLI Presentation Facility" bolt-on of which they speak?

Is this a "new", ie System 360-related, feature with which all have to contend?

Pray, do tell, for us mere Legacy customers 🤨

Re: no number syndrome

Kosmos5457 — Wed, 04 Oct 2023 15:04:12 GMT

Re: no number syndrome

Enlli — Wed, 04 Oct 2023 15:31:41 GMT

Curioser and curioser, said Alice.

Not appearing in my list of bolt ons in 360.

Re: no number syndrome

jonsie — Wed, 04 Oct 2023 15:42:58 GMT

Guess it's a new work around to fix the issue?

Re: no number syndrome

MI5 — Wed, 04 Oct 2023 15:44:21 GMT

1st class bodge

Re: no number syndrome

Dave-O2 — Thu, 05 Oct 2023 10:55:40 GMT

Thanks for the tag on this one @pgn

Just to give some more background and advice that can be used for any future threads on this topic, if a customer is receiving calls where all numbers are listed as No Caller I.D. The customer will need to contact customer service to check that the CLI Presentation Facility is active on their account.

No Caller I.D when receiving calls has generally only been seen after a Virgin Media to O2 number migration and doesn't impact all migrations, just a small number.

This isn't legacy/360 related.

Re: no number syndrome

pgn — Thu, 05 Oct 2023 11:06:42 GMT

Thanks, @Dave-O2 - note however when the number of reports here related to new phones, not necessarily migrated from VM to O2, eg:

https://community.o2.co.uk/t5/Tech-Support/Unknown-Caller-Issue-Receiving-Calls-From-Contacts/m-p/1634213/highlight/true#M36262

In the case above, the fix was the CLI Presentation Facility being enabled (added in this case by CS to appear as a bolt-on in the OPs MyO2 as shown further up this thread. Seems it fixes more than a VM to O2 migrated user (where required).

Re: no number syndrome

jonsie — Thu, 05 Oct 2023 11:32:12 GMT

Also customers who upgraded or changed tariff have had this issue

Why did it take a customer reporting back to let us know about this?

There have been hundreds with this problem

Is this a new fix

Why didn't the community managers tell us what the fix was?

We are trying to answer customers with one arm tied behind our back!

Re: no number syndrome

Enlli — Thu, 05 Oct 2023 12:09:56 GMT

So the customer has to go through the trauma of ringing an already overburdened customer services. Judging by posts the agents are likely not aware of the CLI Presentation Facility, certainly customers would not know what to ask for unless they come here. Most will be told it will be fixed in 24 hours!

So why is something that has been standard for years, suddenly gone.AWOL?

Re: no number syndrome

Kosmos5457 — Thu, 05 Oct 2023 12:44:40 GMT

As it turned out, seems a relatively simple fix that anyone would expect a level 1 customer service person to be able to say to the customer, yes, I know what that issue could be and to look at adding CLI Presentation Facility to account. It is also right that this never used to be there or needed on my account.

It was only after an upgrade of iPhone from XS to 14 Pro, with a 5G SIM swap that I started seeing the issue. When I took to the community and read reports of people with Android based devices having same problem, I then realised this isn't my device, it can't be the SIM either, look how many now having this issue and also consider that people who are having this issue have also made tariff changes etc.

When the best they can suggest is that you give it 24hrs, or you reset your phone to factory defaults, or that you do a SIM swap, the issue being account related afterall is a massive oversight.

I was unimpressed going through Customer Services. I'd sent emails to CEO level to get this addressed. I had network engineers take a look, I'd asked for disconnect and reconnect of my number to bring it all back. Coincidently, someone reached me at a point where the issue miraculously resolved itself. I thought it was something they'd done in the background with my number, with my account. I didn't expect to see the obvious addition of CLI Presentation Facility under my bolt-ons and that be actual fix.

This has dragged on months for many. Hopefully O2 are working on it internally and communicating this issue and the resolution with their frontline staff.

It could save people a lot of trouble.

Re: no number syndrome

gmarkj — Thu, 05 Oct 2023 12:57:26 GMT

Not so in this case @Dave-O2 - seems as though reporting a sim lost and being issued a new one caused it:

https://community.o2.co.uk/t5/Tech-Support/CLI-Not-Working-On-Replacement-SIM-Card/m-p/1656814#M39917

Re: no number syndrome

Hoping-- — Fri, 23 Feb 2024 08:29:51 GMT

Virgin migrated to O2. Changed phone. All calls from unknown. Cli Presentation active. Called 202, said they would activate Cli. Told me to reset network connections, reboot, wait up to 24 hours. No joy so fay about 7 hours to go...

Re: no number syndrome

Enlli — Fri, 23 Feb 2024 08:56:34 GMT

@Hoping-- Go into your bolt ons in My O2 and check that CLI Presentation has been added

Re: no number syndrome

pgn — Sun, 12 Jan 2025 10:29:03 GMT

@Dave-O2 wrote:
Thanks for the tag on this one @pgn

Just to give some more background and advice that can be used for any future threads on this topic, if a customer is receiving calls where all numbers are listed as No Caller I.D. The customer will need to contact customer service to check that the CLI Presentation Facility is active on their account.

No Caller I.D when receiving calls has generally only been seen after a Virgin Media to O2 number migration and doesn't impact all migrations, just a small number.

This isn't legacy/360 related.

Any changes in this mysterious, as CS deny knowledge of its existence, CLI Presentation Facility bolt-on, @Dave-O2 ? Seen the symptoms of its absence appear of late on the Forum...