Caller IDs all unknown

[chromosaurusrex]

When I get an incoming call my phone says number unknown instead of the number even if the number is someone in my contacts. The last time an incoming call had a number on it was 24/12/23 but since 30/12/23 every incoming call says number unknown.

I had this issue before last May/June after the migration from Virgin mobile to o2 and this was resolved at the time by o2 support but it has now reoccurred. I tried phoning the support line but the other end of the call couldn't hear me even though I checked my phone's mic with voice recorder and it picked me up fine. 

[JumpingRabbit]

Yes, I have mentioned that to them but they don’t seem to think that’s the issue. I’ve checked on my account and it says my porting is still in progress despite the fact it was supposed to finish on the 10th of December. They think it might be an issue with the porting but I’ve directed them to this thread and many others that mention this bolt on so hopefully they’ll keep it in mind when they work in the issue

[prototype89]

Just adding I am also experiencing the same issue and O2 have been terribly unhelpful so far. The first advisor refused to entertain the bolt on idea and made me do multiple tests of which none worked and then he hung up on me.

The second advisor was much nicer and did try to add the bolton but couldn't find it on her system so has raised a ticket but said it could take up to 5 days for them to contact me.

Lastly it does surprise me that as a previous poster noted they keep asking you to change/ alter the Show your Caller ID setting but it should be clear that this option is make your own ID known to people you're calling and not the other way round.

[pgn]

Call center staff not quite as clued up on such matters...

Try either of these, and be persistent @prototype89 

• X (formerly known as Twitter) – DM
• Messenger – @o2uk

[prototype89]

Thanks I have. Twitter O2 responded by asking me to verify my account details and confirm the security code. They waited so long to respond the code was no longer valid so they had to ask for another one and since then complete silence.

O2 has also categorised the ticket they raised for me as nuisance calls and has gone to the fraud team and are unwilling/ can't change the category of the ticket. You can't make this stuff up.

[pgn]

One for the Forum Manager, @Dave-O2 to follow-up on tomorrow for you, @prototype89 - keep an eye on your Private Messages here, or your e-mail Spam folder (that's another story, all mails from the Forum being flagged as Spam by some mail service providers!) if that suits better.

[prototype89]

Thank you so much for helping me out.

[prototype89]

I haven't heard back from Dave yet, but O2 Twitter and a customer service agent have both independently confirmed that CLI Presentation Facility has been added to my account as a bolton, even though I can't see it. 

The second agent told me this before I even asked so it does appear to be on there (@Dave-O2 please do check if you can), however despite restarting the phone a bunch of times this still hasn't resolved the issue 😞 

The agent even referred to a BT Cellnet manual as he was talking to me, which was blast from the past. Ultimately though he didn't seem to think that there was a solution at all.

I'm honestly not sure what to do at this point 😞

[Cleoriff]

@Dave-O2??

[prototype89]

I just wanted to give an update. Dave never got in touch and the escalated ticket was never responded to. I had to call O2 three times alone today. The first person said CLI was added and would call me back at lunch to work on the issue, they never called me back.

The second person at O2 insisted the CLI Presentation Facility was the same as the bolton '5G Access Bolton', they refused to entertain the idea they were not the same bolton. In any case they couldn't see anything called CLI on my account. 

Call three, a lovely person called Anne spent 60 minutes going through absolutely everything with me and the solution that worked was this:

1. Temporarily assign me a new number and install that as a new E-SIM.

2. Make a few calls to and from the new number.

3. Transfer the original number back to the phone (no need to install the ESIM again).

4. Bob's your uncle.

I spoke to about 7 people at o2 and only ONE person was willing to actually help me.

I'm hoping this helps someone else out there.

[Cleoriff]

That's really good news @prototype89 (At long last!!)