topic Re: Incoming calls show as 'Unknown' in Apple

Incoming calls show as 'Unknown'

John_F — Tue, 30 May 2023 15:00:02 GMT

Since moving from Virgin to O2 my incoming calls from my contacts are showing as 'Unknown'.

The sim is still the original from Virgin.

Is there a fix for this problem please???

John

Re: Incoming calls show as 'Unknown'

Bambino — Tue, 30 May 2023 15:42:31 GMT

@John_F I'm not sure why you'd still be using your Virgin sim if you've been moved over to O2, but I'd say that getting an O2 sim would be a start. You need to speak to customer service.
Call 202 from your mobile or 0344 809 0202, 0800 902 0217 or 0800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

You could also call into an O2 store if you have one nearby and they'll do the sim swap for you. Be sure to bring photo ID with you.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

Re: Incoming calls show as 'Unknown'

Enlli — Tue, 30 May 2023 16:13:41 GMT

@Bambino New O2 SIM cards are not automatically being issued to migrated customers.

Virgin says the move over will be 'seamless' using the original card. We all know Virgin's idea of seamless.

Re: Incoming calls show as 'Unknown'

Bambino — Tue, 30 May 2023 18:02:03 GMT

Yes @Enlli I know, which is why I suggested the OP get an O2 sim. The 'seamless' migration is bound to get worse and we will see more posts like the one above.

Re: Incoming calls show as 'Unknown'

John_F — Fri, 02 Jun 2023 14:42:47 GMT

Just been on to O2 again and they now acknowledge that there is an issue with all Motorola phones that have been migrated to O2 from Virgin.

Apparently it's a Motorola problem that O2 are and Motorola are working on. There's no ETA for a fix yet but mention of having to wait a day or so.

Re: Incoming calls show as 'Unknown'

APPEC — Fri, 02 Jun 2023 18:50:22 GMT

And it is like trying to contact extra terrestrials... All I get is chat bots sending me round in circles

Re: Incoming calls show as 'Unknown'

APPEC — Fri, 02 Jun 2023 18:52:26 GMT

I could not find any way to actually contact a human being at O2

Re: Incoming calls show as 'Unknown'

pgn — Sat, 03 Jun 2023 14:18:14 GMT

@APPEC wrote:
I could not find any way to actually contact a human being at O2

O2 Social Media, links below, are "real people", @APPEC - and calling O2 at around 8am also works pretty well.

Web support is woeful.

Re: Incoming calls show as 'Unknown'

SandyAnderson64 — Sun, 11 Jun 2023 19:11:52 GMT

Hi there, thanks for this post....I have the same issue with my Moto. Just wondering if you got this sorted? If so, was it an easy fix or have you had to go back to O2/Motorola??

Re: Incoming calls show as 'Unknown'

Hol21 — Sun, 11 Jun 2023 19:46:42 GMT

Hi, also having the same problem and I’ve not come from another network. I had to do a sim swap for my iPhone 13 upgrade and have had the caller ID showing contacts as “unknown” for over a week now.

o2 have replaced the device, I had yet another sim swap done in the shop yesterday. I’ve had the 5g bolt on taken off and put back on again and reset network settings twice. I’ve just spoke to Apple who said to test another networks sim in the phone and low and behold the EE sim worked fine.

Tech support have no idea how to fix it and I’m getting very frustrated not knowing who’s calling me. Anyone have idea idea how to get it sorted?

Re: Incoming calls show as 'Unknown'

pgn — Sun, 11 Jun 2023 20:17:12 GMT

@Hol21 and @SandyAnderson64 - if you are on here tomorrow morning, I will tag @O2Sarah- who is the O2 Advisor on shift from 8am, she may be able to help each of you. Watch out for a message here on the Forum from her looking for more details. Good luck!

Re: Incoming calls show as 'Unknown'

Hol21 — Sun, 11 Jun 2023 21:22:17 GMT

Thank you, much appreciated. Really hope she can help me 🤞🏼

Re: Incoming calls show as 'Unknown'

O2Sarah- — Mon, 12 Jun 2023 08:20:59 GMT

Thanks again @pgn

@Hol21 I will send you a private message so we can look into this

Re: Incoming calls show as 'Unknown'

leejgregory — Mon, 12 Jun 2023 11:22:02 GMT

I have exactly the same problem.... I was shifted from Virgin to O2 a few weeks ago and also have a Motorola phone.... all calls are 'unknown callers'. O2 tell me they are looking in to it, but it has been weeks now and no solution. It is getting stressful as I have no idea who is calling me and when I miss a call I don't know who to call back. Have elderly relatives and any one of these calls could be an emergency. O2 you do need to sort this urgently, as it is actually important!

Re: Incoming calls show as 'Unknown'

Hol21 — Tue, 13 Jun 2023 10:41:02 GMT

O2 Sarah on here has refreshed my account settings and so far, it's done the trick for me after I'd exhausted every single option there was. I feel your stress, it's the most annoying problem ever, but hopefully she can help you too!

Re: Incoming calls show as 'Unknown'

SandyAnderson64 — Tue, 13 Jun 2023 19:14:52 GMT

After researching this problem I have found a possible solution.

If you turn off your 4g calling option in mobile network options this may solve the problem for you. It has for me.

Re: Incoming calls show as 'Unknown'

ChipBunker — Thu, 15 Jun 2023 21:15:23 GMT

Your a superstar, worked for me too

Re: Incoming calls show as 'Unknown'

leejgregory — Fri, 16 Jun 2023 06:33:55 GMT

Thank you so much. It worked for me too.

Re: Incoming calls show as 'Unknown'

APPEC — Fri, 16 Jun 2023 13:17:18 GMT

Does that mean you have to rely on 5G, I don't live in a 5G signal area.

Re: Incoming calls show as 'Unknown'

theberaneks — Fri, 16 Jun 2023 20:52:23 GMT

I've got this issue too, also since migrating from Virgin to O2, with a Moto phone.