As it turned out, seems a relatively simple fix that anyone would expect a level 1 customer service person to be able to say to the customer, yes, I know what that issue could be and to look at adding CLI Presentation Facility to account. It is also right that this never used to be there or needed on my account.
It was only after an upgrade of iPhone from XS to 14 Pro, with a 5G SIM swap that I started seeing the issue. When I took to the community and read reports of people with Android based devices having same problem, I then realised this isn't my device, it can't be the SIM either, look how many now having this issue and also consider that people who are having this issue have also made tariff changes etc.
When the best they can suggest is that you give it 24hrs, or you reset your phone to factory defaults, or that you do a SIM swap, the issue being account related afterall is a massive oversight.
I was unimpressed going through Customer Services. I'd sent emails to CEO level to get this addressed. I had network engineers take a look, I'd asked for disconnect and reconnect of my number to bring it all back. Coincidently, someone reached me at a point where the issue miraculously resolved itself. I thought it was something they'd done in the background with my number, with my account. I didn't expect to see the obvious addition of CLI Presentation Facility under my bolt-ons and that be actual fix.
This has dragged on months for many. Hopefully O2 are working on it internally and communicating this issue and the resolution with their frontline staff.
It could save people a lot of trouble.
