topic Re: iMessage and FaceTime activation issues in Tech Support

iMessage and FaceTime activation issues

Evo_Lee — Thu, 14 Jul 2022 12:55:01 GMT

Hi. Since porting to O2 I am unable to activate iMessage and FaceTime for my phone number. It worked up until the port was completed.

I have switched both off and restarted the device then switched back on but I get activation failure messages when I select my phone number. The number is registered on my Apple ID and phone. I have taken the sim out, signed out of my Apple ID, reset my network settings etc but to no avail. I have another O2 number and I can use that one ok, just not the one I ported.

anyone got any advice? I have just asked for a replacement SIM card to try that.

thanks

Re: iMessage and FaceTime activation issues

MI5 — Thu, 14 Jul 2022 14:02:34 GMT

@Evo_Lee

You need to switch to a new blank sim as the embedded number is causing a conflict.

Follow this guide when your new sim arrives

Re: iMessage and FaceTime activation issues

Evo_Lee — Sat, 16 Jul 2022 12:30:18 GMT

So I’ve had a new sim activated and still no joy. Customer services at O2 have been less than useless and honestly struggling to understand as the two I’ve spoken to didn’t speak very good English.

Any other suggestions. Been 3 days now without imessages or FaceTime do getting a bit frustrated with this.

thanks

Re: iMessage and FaceTime activation issues

MI5 — Sat, 16 Jul 2022 12:33:27 GMT

@Evo_Lee

If you go to Settings >Phone >My Number you should be able to now edit and save your correct number.

Turn off iMessage and facetime then reboot phone before trying to activate them again.

Re: iMessage and FaceTime activation issues

Evo_Lee — Sat, 16 Jul 2022 12:43:30 GMT

Thanks. Tried all that. My phone number is in the format of +44. Is that correct or should it just be 07?

Re: iMessage and FaceTime activation issues

MI5 — Sat, 16 Jul 2022 13:50:20 GMT

@Evo_Lee

Min is set to +44 so that should be OK.

Try resetting your network settings.

Re: iMessage and FaceTime activation issues

Evo_Lee — Sat, 16 Jul 2022 14:41:11 GMT

No joy with the network settings reset.

spoken with Apple support. They tell me that when iMessage is activated, it silently sends an international sms. They are assuming that this is being blocked on the network.

does this sound possible?

not really sure where to go from here as O2 customer service weren’t helpful.

Re: iMessage and FaceTime activation issues

MI5 — Sat, 16 Jul 2022 15:49:48 GMT

@Evo_Lee

Yes, the phone does send silent messages to activate iMessage and Facetime but there's no reason for them to be blocked as they are free to send. The only thing that we are aware of that may prevent sending in some circumstances is a zero spend cap.

If you haven't done so again already, I would sign out of iCloud and back in again.

Re: iMessage and FaceTime activation issues

Evo_Lee — Sat, 16 Jul 2022 15:54:58 GMT

O2 customer service say no bars or blocks in place.

I have signed out of iCloud on that device and no joy. I’ve also setup a spare iPhone I have and get the exact same issues on that device so it must be something network related. It was working fine up until I moved network provider on Wednesday.

Re: iMessage and FaceTime activation issues

MI5 — Sat, 16 Jul 2022 18:21:53 GMT

@Evo_Lee

I would expect it to be an account setting or something not done correctly in the number port that's messing it up for you as all the usual fixes have failed so far.

I'll ask @O2Lisa to take a look for you but she won't be back on here until Monday morning.

Re: iMessage and FaceTime activation issues

Enlli — Sat, 16 Jul 2022 19:07:35 GMT

I have to say that this problem crops up on the Forums of other networks, so it is not limited to O2

Re: iMessage and FaceTime activation issues

O2Lisa — Mon, 18 Jul 2022 07:39:57 GMT

Morning all, thanks for the tag @MI5.

@Evo_Lee I’ll message you privately and look in to this for you.

Re: iMessage and FaceTime activation issues

MarkGil — Mon, 18 Jul 2022 11:22:20 GMT

Hi @O2Lisa I also have the same issue in that I cannot register my eSIM number with iMessage and therefore FaceTime. The edit number function doesn’t save the number either

Re: iMessage and FaceTime activation issues

O2Lisa — Mon, 18 Jul 2022 12:19:04 GMT

Hi @MarkGil, I'll message you privately so we can discuss this further

Re: iMessage and FaceTime activation issues

ChloeJayde — Wed, 24 Aug 2022 18:40:19 GMT

Hi Lisa,

I seem to be having this same problem after porting my number over from EE to O2.

Please would you be able to look into this for me?

Thank you,

Chloe

Re: iMessage and FaceTime activation issues

ChloeJayde — Thu, 25 Aug 2022 06:32:29 GMT

Sorry forgot to tag @O2Lisa

Re: iMessage and FaceTime activation issues

gmarkj — Thu, 25 Aug 2022 07:03:40 GMT

I'll check with the community managers which advisors are on duty today @ChloeJayde as it might not be Lisa.

Can you update with rota with the names for today please @Martin-O2 @RafaC or @Breanna ?

Re: iMessage and FaceTime activation issues

O2Lisa — Thu, 25 Aug 2022 07:11:01 GMT

Morning @ChloeJayde of course I can 😊

I’ll message you privately so we can discuss this further.

Re: iMessage and FaceTime activation issues

Breanna — Thu, 25 Aug 2022 07:47:57 GMT

Hey @gmarkj thanks for the heads up. It's been updated now!

Re: iMessage and FaceTime activation issues

Slim208 — Mon, 29 Aug 2022 15:59:16 GMT

Hi @O2Lisa, I’m having a similar problem since switching back to o2 sim from eSim used on holiday. Can you help me resolve too please? Thanks