topic Re: Caller in my Contacts listed as Unknown Caller after phone switch in Tech Support

Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Mon, 28 Apr 2025 06:45:56 GMT

I have a Virgin Media SIM that has been working happily on my Honor 9x Lite for the last 5 years.
I recently bought myself a Moto G85 and followed the procedure to copy all my apps & data from the old phone to the new one. Although it's a 5G phone, I only use 4G and all seems well apart from the default Google Phone app.

When a call comes in from a number that is already in my Contacts (synced to my Google account), it is listed as 'Unknown Caller'. This only happened on the old phone when it was actually true.

I thought it might be because this phone uses wi-fi calling - or it was until I just turned that off. I haven't had a call since so I don't know if this is the issue.

Has anyone else had a similar problem and managed to resolve it?

Thanks

Re: Caller in my Contacts listed as Unknown Caller after phone switch

MI5 — Mon, 28 Apr 2025 07:14:33 GMT

@Moggyman63

Wifi calling can cause this issue, but if it persists, ask O2 to add the Cli bolt on to your account.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Enlli — Mon, 28 Apr 2025 07:59:59 GMT

If it is the original Virgin SIM it may be worth using this as an opportunity to replace it with one from O2

Call into a O2 shop with photo ID and they will do it for you.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Mon, 28 Apr 2025 08:20:29 GMT

Thanks for that.

I guess there's no harm in getting that added anyway if it's free? I just have to get though to Support I guess and that seems to be a bit of a black art.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Mon, 28 Apr 2025 08:24:48 GMT

Thanks for the tip.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

MI5 — Mon, 28 Apr 2025 09:16:49 GMT

Yes, it's free @Moggyman63

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Mon, 28 Apr 2025 10:24:55 GMT

I just went on a chat in the O2 app and asked specifically for that bolt on. The agent asked me why and who had told me I needed it. I explained the situation and all she did was give me the number for support as well as 'tips' like taking the SIM out/putting it back, checking some settings etc. The chat was ended before I had chance to say that I didn't have the settings she was referring to! I did try powering down, popping the SIM out/back and still it doesn't work. The only option is to call support and hope that nothing they ask me to do will kill the call!

Re: Caller in my Contacts listed as Unknown Caller after phone switch

MI5 — Mon, 28 Apr 2025 11:08:36 GMT

Just don't reset the network settings whilst on the call @Moggyman63 and you should be OK.

You can also go in store for help, but take photo ID with you as may be needed.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Mon, 28 Apr 2025 13:05:32 GMT

Just had a joyless 90-minute call with O2 support. Their conclusion? It must be the phone so I should contact Motorola.....
We tried clearing the phone app cache, resetting the network, resetting the carrier, removing/re-adding my Google account, and going through all the settings on the phone.
The SIM I'm using must have been in 3 or 4 previous phones, including older Moto G models and I've never had this issue before. What on earth could it be??
Carrier?
OS? (Android 15)

Phone app? (Although I've tried several)
Phone?

Re: Caller in my Contacts listed as Unknown Caller after phone switch

MI5 — Mon, 28 Apr 2025 13:10:38 GMT

@Moggyman63 wrote:
Just had a joyless 90-minute call with O2 support. Their conclusion? It must be the phone so I should contact Motorola.....
We tried clearing the phone app cache, resetting the network, resetting the carrier, removing/re-adding my Google account, and going through all the settings on the phone.
The SIM I'm using must have been in 3 or 4 previous phones, including older Moto G models and I've never had this issue before. What on earth could it be??
Carrier?
OS? (Android 15)
Phone app? (Although I've tried several)
Phone?

It's a known issue @Moggyman63 hence O2 creating the bolt on.

Try the UK based social media teams to get more sense.

Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Direct Message them on one platform and stick to it. Nudge now and again as required.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Mon, 28 Apr 2025 13:46:31 GMT

I'm more than annoyed with O2 if that's the case.

The webchat agent side-stepped it, the first support agent I spoke to on the call also side-stepped it, and the final fella told me "It's not needed as the latest phones have it built in." Hmm.

I'll follow your tip and see how far I get. Thanks.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

jonsie — Mon, 28 Apr 2025 13:57:29 GMT

The other 'fix' to this is for O2 to disconnect your account and then reconnect back to the network

You may have to insist on this with customer service

I find it hard to believe that customer service plead ignorance on this issue as going off the number of posts on here it must have affected thousands of customers over the last two years

Re: Caller in my Contacts listed as Unknown Caller after phone switch

gmarkj — Mon, 28 Apr 2025 14:05:14 GMT

@jonsie wrote:

I find it hard to believe that customer service plead ignorance on this issue

Really @jonsie ? After everything we see/hear on the community, which is probably the tip of the iceberg?!?

Perhaps @Dave-O2 can step in when he gets back on Tuesday to see if he can help if social media haven't fixed it for you @Moggyman63

Re: Caller in my Contacts listed as Unknown Caller after phone switch

jonsie — Mon, 28 Apr 2025 14:08:59 GMT

That's exactly my point @gmarkj

This has to be so widespread but customer service seem to have no clue as to how to resolve the issue

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Mon, 28 Apr 2025 14:13:15 GMT

They have replied on FB to my message and asked me my phone number.....

Re: Caller in my Contacts listed as Unknown Caller after phone switch

gmarkj — Mon, 28 Apr 2025 14:42:13 GMT

I think the phrase "blind leading the blind" is a little too close to home on this one @jonsie !

Re: Caller in my Contacts listed as Unknown Caller after phone switch

pgn — Tue, 29 Apr 2025 06:32:09 GMT

@Moggyman63 wrote:
They have replied on FB to my message and asked me my phone number.....

Best of luck, @Moggyman63 👍🏼

Info above on disconnect/reset may be useful if you can be without phone service for the hour or so it takes that process to work and the 6hours for an agent to get back to you...

Still, Messenger helps you ping them as needed 😎

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Tue, 29 Apr 2025 07:32:52 GMT

They are really starting to grind my gears....

We got as far as them asking for my address and a code was supposed to have been sent to me by text.....over 12 hours later and no text has been received.

It would be quicker to just leave for another carrier I think! I thought Virgin Mobile had a bad support service but this is something else.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

Moggyman63 — Tue, 29 Apr 2025 08:24:03 GMT

I've now got the PAC code for my main number (I have 2 SIMs - one is in my elderly Mum's 'thick' phone and I'll deal with that later) and am checking out Lebara deals. It's beyond a joke.

Re: Caller in my Contacts listed as Unknown Caller after phone switch

MI5 — Tue, 29 Apr 2025 08:26:55 GMT

@Moggyman63 wrote:
.......I thought Virgin Mobile had a bad support service but this is something else.

Sadly, since the merger, it is all VM levels of service now.

It's no use for anything except the basics.

I find in store much better for anything beyond dead simple.