Incoming unknown calls and no data

[SairahHM]

Can someone please tell me if they have had this issue resolved:

I have always been with o2, never really had any major issues. I have taken out a new contract about a month ago. Phone and airtime. I was sent a new sim card. When I did the sim swap I started having problems where all my incoming calls where showing as unknown and my data would cut out. 

It would work for a short while after I restarted the phone or turned the sim off and on again. But it would cut out again.

It has nothing to do with the service in my area as the problem still happens when I am in a different area. 

I have tried everything, resetting the phone, network settings, contacts etc. I even did another sim swap, but still the same problem. Also tried the sim in different handsets.

I spoke to an adviser in store and they told me that it is a recent problem have has only been happening to a few numbers and that the tech team would need to deal with it. I am still awaiting to hear from them. After many contact with 202 and in store.

I just wanted to know if anyone with the same problem has actually has this sorted please???

[gmarkj]

There are a few instances of people having this issue on the community @SairahHM .

Some have seen it resolved if they turn off WiFi Calling.

Others it needed their number to be fully disconnected by o2 and then restarted.

We used to have some o2 advisors working on here. They were very helpful in getting this fixed, but unfortunately they no longer support us here.

Some examples:

https://community.o2.co.uk/t5/Tech-Support/Unknown-caller-and-no-4G/m-p/1629349  - fixed by o2 advisor.

https://community.o2.co.uk/t5/Tech-Support/Unknown-Caller-ID-for-Contacts/m-p/1632990 - fixed by o2 advisor.

https://community.o2.co.uk/t5/Tech-Support/Contacts-coming-up-as-Unknown-callers-randomly/m-p/158182... - fixed(?) by messaging o2 on social media.

https://community.o2.co.uk/t5/Pay-Monthly/Caller-ID-Not-Working/m-p/1621732 - fixed(?) by messaging o2 on social media.

https://community.o2.co.uk/t5/Tech-Support/Incoming-calls-no-caller-ID/m-p/1574030 - fixed by o2 advisor.

https://community.o2.co.uk/t5/Tech-Support/No-caller-ID-on-incoming-calls/m-p/1607433 - fixed(?) by messaging o2 on social media.

https://community.o2.co.uk/t5/Tech-Support/No-caller-ID-incoming-calls/m-p/1604275 - fixed(?) by messaging o2 on social media.

Here are the links to o2's social presence:

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

[SairahHM]

Yeah turned off WiFi and 4g calling but still the same. At the moment am only able receive and make calls through the WiFi calling or just WhatsApp.

 I will have a look through the links.  Thanks!

[Neddy]

Hi Sairah,

I am having the same issues since upgrading my phone and sim, I have spent the last 6 weeks trying to solve them,  after many hours on the phone to o2 and trips to the store,  with no luck. I hope some one finds an answer soon.  I have been with o2 17 years and feel the only option left is to cancel the contract not really what I want to do. So sorry I can’t help, other than to say you are not alone

[SairahHM]

@Neddy @gmarkj so I finally got a call back from the tech team! Apparently a batch of sim cards that were sent out were not provisioned properly 🤔.  So any customers new or by sim swap from that batch have been having the same problem. Whether all or a few am not sure. They are working through the numbers. They need to provision the sim which should then work. However they are only aware of the unknown caller and not the data issue but hopefully it should fix that too. Will see by Friday if all is resolved! 

@Neddy reach out to them again and ask for

a call back from the tech team. 

[gmarkj]

Pleased to hear that you got a call back, and that they seem to know what is causing the issue and how to fix it @SairahHM !

Fingers crossed you get everything sorted by the weekend...

[Neddy]

@SairahHM Finally sorted woo hoo after many hours on the phone disconnected several times, I found a technician willing to disconnect and reconnect my number, I can confirm this solves the problem.  It helps if you can call them from a different number, you need to be persistent. I hope you get sorted

[Mr_P]

Having this same problem, in my case I only noticed it after an upgrade in sept 23. Just like yourself I did multiple sim swaps etc and still not fixed. Been waiting for a callback 4 months on. 

[pgn]

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@Mr_P wrote:

Having this same problem, in my case I only noticed it after an upgrade in sept 23. Just like yourself I did multiple sim swaps etc and still not fixed. Been waiting for a callback 4 months on. 

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Persist with O2 - call them now  or get them on Social Media using the link below. Ask them to reprovision your account completely, from scratch. Note you will lose service for a few hours as they tear down your account, wait a while, then reprovision it - do call from a different phone! Good luck, @Mr_P.

Customer Service Number Charges

From your O2 mobile	202	Free
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From abroad	+44 7860 980 202	Free†

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