topic Re: No Caller ID No Voicemail since 12/9/24 in Tech Support

No Caller ID & No Voicemail

Rosalyn — Tue, 08 Oct 2024 12:22:52 GMT

So I’m STILL waiting for a fix to this problem since 12 September. Had a new physical Sim installed in store none of this saga my choice ( after frustrating no network no calls no texts received since 29Aug and eSIM failure with new esim “stuck in processing “ ) my network restored on the new physical sim while I was on holiday in France around 10 Sept. Then i discovered on return to UK that ALL my calls are receiving as No Caller ID. Losing ability to call back endless missed calls from potential clients. Sent numerous complaints emails had NO replies. Am in touch with O2 via FB messenger. Tech team rang me said wait 5 more days. That was 8 days ago. It’s SO appalling !!! I’ve seen threads about a CLi bolt on? Is this still relevant ? Anyone know anything?

does tech or customer service read the community forum?
WHY is this happening? It’s just so frustrating I will likely have to leave as can’t tolerate this [Removed] service any more

Re: No Caller ID & No Voicemail

MI5 — Tue, 08 Oct 2024 07:12:07 GMT

@Rosalyn

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Re: No Caller ID No Voicemail since 12/9/24

gmarkj — Tue, 08 Oct 2024 08:52:41 GMT

Sorry to hear of your struggles @Rosalyn

Tech support and customer services are not on the forum, with the exception of the forum management team who rarely get involved with customer issues.

Regarding the caller ID thing, as far as we know (most of us are customers) the CLI bolt on is still a thing - the only other alternative is for o2 to basically wipe out and rebuild your account.

Keep trying with the social media team - they are UK based and generally get issues resolved.

Re: No Caller ID No Voicemail since 12/9/24

gmarkj — Tue, 08 Oct 2024 09:00:40 GMT

Just to add some more information:

This thread ( https://community.o2.co.uk/t5/Android/stored-numbers-callers-are-all-unknown/m-p/1691506 ) has some success with disabling the sim and turning airplane mode off an on - at least temporarily.

This thread ( https://community.o2.co.uk/t5/Pay-Monthly/Caller-IDs-all-unknown/m-p/1684056 ) got the CLI bolt on applied through Twitter (now X) - not sure if that's an option if FB is not moving forward?

Another thread that seems to have been resolved by the CLI bolt on (https://community.o2.co.uk/t5/Tech-Support/No-caller-id-on-all-incoming-calls-for-over-two-weeks/m-p/1657571 ).

Dave was asked to step in on a couple of these @Kei-M_O2 . Do you think you can help here if the social team is struggling?

Re: No Caller ID & No Voicemail

Rosalyn — Tue, 08 Oct 2024 13:57:45 GMT

Yes I’ve been in touch with O2 consistently since 29 Aug and on FB messenger since 12 September. I’m urging them to expedite this over and over again. Yet still no resolution and no fix and I feel many many others are experiencing this too with failures in service / sim issues.

Re: No Caller ID & No Voicemail

gmarkj — Tue, 08 Oct 2024 14:13:27 GMT

I did ask if the community manager could take a look on your other thread @Rosalyn :

https://community.o2.co.uk/t5/Discussions-Feedback/No-Caller-ID-No-Voicemail-since-12-9-24/m-p/1753576#M135213

Re: No Caller ID & No Voicemail

MI5 — Tue, 08 Oct 2024 16:29:33 GMT

Hadn't noticed two threads.

I'll flag for merge.

Re: No Caller ID No Voicemail since 12/9/24

Rosalyn — Wed, 09 Oct 2024 15:04:14 GMT

I just feel very worried about this especially since I had no network before this issue ( with a supposed eSIM swap) so I would be nervous and not know how to Disable the Sim its a physical sim. I’m getting to the stage where I feel I will have to ask for my PAC code and leave O2. The stress is too much and the constant messaging on FB I had a call from technical couple weeks ago ( very lucky I picked up that call) saying “Just give us 5 more days “ of course that time has passed … just feeling utter despair and frustration daily

Re: No Caller ID & No Voicemail

Rosalyn — Wed, 09 Oct 2024 15:05:16 GMT

Thankyou.
why are No technical O2 people reading these threads Horrendous service

Re: No Caller ID & No Voicemail

gmarkj — Thu, 10 Oct 2024 08:37:05 GMT

It's not ideal @Rosalyn , and we have noticed a marked decline in the ability of most CS since the VMo2 merger.

What probably won't help is the complaints you have raised - again, once a CS advisor sees there is a complaint on an account they are reluctant/unable to do much to help resolve it in case they a) do something wrong or b) get in the way of the complaints team.

It also won't help if you are raising multiple complaints, as each new one resets the clock as it were - and anecdotally we are hearing it is taking 8 weeks to resolve a complaint.

Not saying you shouldn't have raised it, as I think in your case the handling of this has been seriously below standards.

Not sure if you are able to see if you can help with this @Kei-M_O2 ?

Re: No Caller ID & No Voicemail

Kei-M_O2 — Thu, 10 Oct 2024 10:16:44 GMT

If you can PM your Facebook profile details, I'm happy to ask the teams what's happened.

Thanks,

Re: No Caller ID & No Voicemail

Cleoriff — Thu, 10 Oct 2024 10:53:39 GMT

@Rosalyn

Please see the post above. 👍

Re: No Caller ID & No Voicemail

Rosalyn — Fri, 11 Oct 2024 09:56:56 GMT

I am Astounded to hear this and seriously need to leave O2 if there’s any truth in this

Re: No Caller ID & No Voicemail

gmarkj — Fri, 11 Oct 2024 10:05:59 GMT

Which part @Rosalyn ?

The community manager has asked you to send over some details to see if he can help.

Click on his name ( @Kei-M_O2 ), then the Send Message button. Once that page loads, enter a title and your message details.

Please, PLEASE, do not post your details here - this is a public forum, and we would not want you to start receiving any kind of spam or phishing messages.

Re: No Caller ID & No Voicemail

Cleoriff — Fri, 11 Oct 2024 10:10:15 GMT

@Rosalyn wrote:
I am Astounded to hear this and seriously need to leave O2 if there’s any truth in this

@Rosalyn

I meant the post immediately before mine from @Kei-M_O2 who is our manager.

He wants you send him a PM with your FB details and he'll ask the social media team to have a look (in order to help you)

To send a PM just click on @Kei-M_O2 name. This will take you to another page (his profile) and you will see SEND MESSAGE on the top right hand side of page. Click on that and a message box will open (For Kei)

Write your message, including your FB profile and he will reply to you.

Hopefully @Kei-M_O2 will be able to help as he's a member of the social media team.

Best of luck. 👍

Re: No Caller ID & No Voicemail

Rosalyn — Fri, 11 Oct 2024 11:28:58 GMT

Thanks for all your help. I’ve no idea how to get back to the private message to reply there. So replying here

Re: No Caller ID & No Voicemail

Cleoriff — Fri, 11 Oct 2024 11:40:51 GMT

@Rosalyn

I've explained how to SEND a Private message. Once you've sent the message keep your eye on the envelope icon at the very top of the page (Right hand side)

When @Kei-M_O2 replies, you will see a number 1 in the envelope.

To read the message, just click on the envelope.

Job done 😉

Re: No Caller ID & No Voicemail

gmarkj — Fri, 11 Oct 2024 15:23:19 GMT

Are you visiting the community on a mobile or PC (laptop or desktop) @Rosalyn as the layout is slightly different.

On a PC there is an envelop icon as @Cleoriff has helpfully shown.

On mobile, there is a round icon with "your" profile image - click that and a mini menu appears, and messages are one of the options (I think, don't tend to use mobile to visit myself).

Re: No Caller ID & No Voicemail

Rosalyn — Fri, 11 Oct 2024 17:30:06 GMT

I was astounded to hear that if you raise complaints you’re less likely to be dealt with

Re: No Caller ID & No Voicemail

Rosalyn — Fri, 11 Oct 2024 17:33:28 GMT

Yes I did send a private message but don’t see any envelopes with the top of the page not looking like you have shown but think cos I’m on my iphone