topic Re: Unknown/Private number for all incoming calls in Tech Support

Unknown/Private number for all incoming calls

Spooderbab — Tue, 21 Mar 2023 11:45:26 GMT

Hi there,

I rejoined O2 earlier this year and after a rather tedious process of having my number ported over (this failed several times and I was left without a working phone during a house move) I now have phone service. However, since the number port was fixed, all incoming calls show as either "Unknown" or "Private number" - Even calls from existing contacts.

I did contact O2 via Facebook chat several times and they suggested this was a known issue affecting multiple users, but they had no fix at that point in time and couldn't provide any kind of incident ID with it being a master incident.

I've thoroughly checked that my phone is configured how it should be, and research has lead me to believe that the caller ID info is something which passes through the carrier and has to be enabled at that end for me to see it, so I think some kind of a reset is needed in order to resolve the issue. I also can't access voice mail as it tells me it doesn't recognise the 901 number.

Please could I get some assistance with this? It has been having a huge impact as far as my safety on the phone and being exposed to spam callers, fraud attempts and other unwanted calls... My Pixel 7 Pro has features to combat these issues such as call screening and spam filtering, though this is rendered useless without caller ID info. The entire situation has left me feeling vulnerable throughout the process of moving house and up to now, any help would be hugely appreciated.

Re: Unknown/Private number for all incoming calls

MI5 — Tue, 21 Mar 2023 11:52:12 GMT

@O2Sarah- ?

Re: Unknown/Private number for all incoming calls

EmlynD — Tue, 21 Mar 2023 18:54:32 GMT

I have this same issue. All my contacts appear as 'hidden number'.

I've had three new SIM cards but same problem. It's not my phone as I've swapped my SIM with my wife's phone and the problem is still there.

Be nice if someone could help or I'm afraid I'll be leaving O2 after 20yrs

Re: Unknown/Private number for all incoming calls

gmarkj — Wed, 22 Mar 2023 09:55:50 GMT

Let's see if the community advisors can help @EmlynD

Can you get in touch to try and fix this @O2Ryan ?

Re: Unknown/Private number for all incoming calls

O2Ryan — Wed, 22 Mar 2023 09:58:27 GMT

thanks for the tag ill send a private message over now.

Re: Unknown/Private number for all incoming calls

O2Sarah- — Thu, 23 Mar 2023 08:25:05 GMT

Thanks for the tag @MI5

@EmlynD I will send you a private message so we can look int this.

Re: Unknown/Private number for all incoming calls

Spooderbab — Thu, 23 Mar 2023 14:20:41 GMT

Hi Sarah,

Is there any chance you could also help me by looking into this? I received a response from the O2 Facebook chat saying that the initial master incident had been marked as resolved... Though there is no sign of a resolution on my end.

I'd very much appreciate your support if possible, thanks in advance.

Re: Unknown/Private number for all incoming calls

Spooderbab — Sat, 15 Apr 2023 15:31:55 GMT

STILL waiting for a response from either an O2 rep on here or via the Facebook messenger chat.

The hilarious part that leaves me feeling completely ignored would be that even though I started this thread, someone who commented on my thread (@EmlynD) having the same issue got a response almost instantaneously. From TWO separate O2 reps here!

It's seriously beginning to look like ombudsman is the only way to get a result at this stage. We're almost half way through the year and I've had no caller ID info the whole time.

Re: Unknown/Private number for all incoming calls

Spooderbab — Sat, 15 Apr 2023 15:33:49 GMT

@O2Ryan @O2Sarah- Please see above whenever you are next able to.

Re: Unknown/Private number for all incoming calls

O2Sarah- — Mon, 17 Apr 2023 07:11:27 GMT

Good morning. Thanks for the tag @Spooderbab.

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

Re: Unknown/Private number for all incoming calls

Wayne123 — Wed, 07 Jun 2023 20:14:35 GMT

Hi Sarah

Would you please look into the issue for me as well?

Re: Unknown/Private number for all incoming calls

gmarkj — Thu, 08 Jun 2023 08:59:19 GMT

I'll mention @O2Sarah- so she knows to get in touch @Wayne123

Re: Unknown/Private number for all incoming calls

O2Sarah- — Thu, 08 Jun 2023 09:09:00 GMT

Thank you @gmarkj

@Wayne123 I have sent you a private message about this 😊

Re: Unknown/Private number for all incoming calls

FMD — Mon, 12 Jun 2023 14:16:12 GMT

Hi @O2Sarah- I'm experiencing the same issue since I switched my Sim to an e-Sim. All incoming calls are "Private Numbers". Could you kindly assist with a solution?

Thanks a million!

Re: Unknown/Private number for all incoming calls

O2Sarah- — Tue, 13 Jun 2023 07:29:07 GMT

Thanks for the tag @FMD I will send you a private message so we can look into this.

Re: Unknown/Private number for all incoming calls

Boothy — Sat, 17 Jun 2023 07:18:28 GMT

I have this problem now I have had a new sim card samsung galaxy s23 ultra no advisor's could help I know its a problem with my network as contacts display normal on WiFi calls can you look into this for me please?

Re: Unknown/Private number for all incoming calls

Cleoriff — Sat, 17 Jun 2023 07:25:52 GMT

@Wayne123 @Boothy @FMD

One of our members found a fix for this https://community.o2.co.uk/t5/Apple/Incoming-calls-show-as-Unknown/m-p/1624961/highlight/true#M171196

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

Re: Unknown/Private number for all incoming calls

Boothy — Sat, 17 Jun 2023 08:59:04 GMT

My 4g calling option was off as default. I’ve tried both ways but I feel it’s a problem with the network as it does it in 2 phones different makes. Hopefully someone in here could pick this up on Monday @O2Sarah- possibly? Very annoying as no idea who’s calls I miss or if I want to answer. Problem only started with my new SIM card.

Re: Unknown/Private number for all incoming calls

Enlli — Sat, 17 Jun 2023 09:41:48 GMT

Turning off 4G Calling can hardly be called a fix. I would call it a botch

Re: Unknown/Private number for all incoming calls

Cleoriff — Sat, 17 Jun 2023 09:54:55 GMT

@Enlli wrote:
Turning off 4G Calling can hardly be called a fix. I would call it a botch

Indeed @Enlli ...however it worked for a number of people on the thread I linked to. Which is why I posted it!

https://community.o2.co.uk/t5/Apple/Incoming-calls-show-as-Unknown/m-p/1624961/highlight/true#M171196