Incoming "No Caller ID" on all incoming calls

[Struggler]

I ported my phone number from Vodafone to O2 about 2 weeks ago. Since then ALL incoming calls that I receive are being displayed as No Caller ID.

I have no way of knowing who is calling me, and if I miss a call I cannot call them back etc.

O2 have allegedly troubleshot but continually fail to resolve the lack of CLI (Caller Line Identification).

I believe I have tried everything with O2 helpdesk several times over, which included a complete replacement of the physical SIM, the move to an eSIM and back again, Network Settings reset on the handset, the move of the SIM from my Apple iPhone to a brand new Samsung Android handset to eliminate the potential of the issue being on the Apple ID account or linked the the iPhone and iOS. I have also seen some forum threads that mention disabling 4G and also some threads telling O2 to add a Bolt On for CLI Presentation to be added, but when doing the latter the O2 helpdesk say they know nothing of this Bolt-On and are therefore unable to add it.

The issue is ridiculous and frustrating. I can make outgoing calls and my number will display for the person receiving the call, but as mentioned above – when anybody calls me (whether from a landline, mobile or various networks – or even if I do or don’t have their number saved as one of my contacts) I never get a number displaying – I only get No Caller ID.

Please give me some ideas of what to do, or what to instruct O2 to do next.

Big thanks

[Enlli]

It's called CLI Presentation Facility which is added to your account and appears as a bolt on.

Only other way if for them to completely disconnect your account from the network and then re applying it.

Problem is finding an agent that knows what they are doing

https://community.o2.co.uk/t5/Tech-Support/No-caller-ID-on-incoming-calls-ESIM/m-p/1757771#M53463

[CLIPresentation]

Sorry to tag onto your thread. I'm having the exact same issue - I just wasted an hour on the phone to CS - first being repeatedly told to adjust my outgoing Caller ID settings, each time having to explain it's for outgoing calls. We've done the same rigmarole with trying different handsets and SIM replacements before.

After being gaslit for another 20 minutes I barely managed to convince them that the CLI Presentation Facility bolt on did infact exist, the CS advisor went away for 5 minutes to check, then finally agreed with me. 

The CS advisor then said I needed to add/activate it on the My O2 app via the bolt ons page - except it is not present there! I also tried logging on via web browser - still not there. I was then told to try again later and ring back if it did not work. 

@Struggler, did you have any luck with this? I think the only thing I'll be requesting from O2 in the near future is a PAC code at the rate this is going. The fact that a customer forum is the definitive source of a solution is a really sad state of affairs. 

[Enlli]

@Struggler any news for @CLIPresentation ?

[pgn]

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@CLIPresentation wrote:

 - first being repeatedly told to adjust my outgoing Caller ID settings, each time having to explain it's NOT for outgoing calls.  ...

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Just adding a NOT that I think was missed up near the top, @CLIPresentation 

[CLIPresentation]

Yes that's right - I missed that typo whilst typing out my rage!

After giving it an hour or two I logged onto the O2 website, quelle surprise, the CLI Presentation Facility bolt on still wasn't there.

I rang CS up again for another 45 minutes but at least this time the advisor was much more helpful - he wasn't sure about the bolt on but after I suggested he browse the community forum he concluded that people with this issue were ex VM customers (we also were). He also helped me troubleshoot further and we established that the problem is only present when using 4G or WiFi calling. Obviously turning off 4G calling is not something we're willing to do given the upcoming 3G switch off, and given that incoming caller ID did work with 4G Calling for quite some time I would like to get it fixed properly.

They also finally raised a back office ticket to look into adding this CLI Presentation bolt on (what they should have done in the first call). Unfortunately they want me to try another SIM swap in the meantime, which as @Struggler tried, does not work. Oh well!

If the back office ticket does not get anywhere next week, I'll likely switch the line away to a network that does actually function - at this rate it would have taken less time and stress to just port the number out.