Caller in my Contacts listed as Unknown Caller after phone switch

[Moggyman63]

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

[Moggyman63]

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.

[jonsie]

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

[gmarkj]

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@jonsie wrote:

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

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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 

[jonsie]

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

[Moggyman63]

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

[gmarkj]

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

[pgn]

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@Moggyman63 wrote:

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

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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 😎

[Moggyman63]

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.

[Moggyman63]

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.

[MI5]

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@Moggyman63 wrote:

.......I thought Virgin Mobile had a bad support service but this is something else.

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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.