Finding your mobile number: your feedback

[EmilieT]

Hi everyone, 

Today we'd like to gather your thoughts and feedback on a specific customer journey - first, let me give you a bit more background around why this one in particular

The excellent Guide: How do I find my own mobile number? by @pgn  has become one of our most viewed guides on the community since its creation, and when looking at what people search for directly on the community or via Google, we regularly see this query being one of the top ones as well. 

It's quite difficult to pin-point on our end what is triggering the need for this question so often, and this is where we'd like you to help us a bit!

• If you've opened a new account or changed number recently, did you find it difficult to find what your mobile number was?
• From what you remember, do you think it could be highlighted more clearly during the account opening process, in the info material you receive via mail or e-mail?
• Can you think of any reason why so many customers seem to struggle with this, or how we could improve things to make it less of a challenging query?

Thanks in advance for your help, all your ideas and suggestions will be much appreciated!

[Cleoriff]

I think some of us use it in answer to to a question @EmilieT  and then remember, if we read all unread posts, it will take us back to the guide.

I also look at it when browsin through, keeping myself updated about the guides (and any updates)

(Probably @pgn  is increasing the numbers himself by checking on it daily (Joking)  )

[MI5]

Never had a problem finding my number.
It's always printed on the sim packaging as I recall.

[Cleoriff]

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@MI5 wrote:
Never had a problem finding my number.
It's always printed on the sim packaging as I recall.

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Neither do I have a problem finding mine...(I know it off by heart)

When I first got the number, I put it in my contacts.

[jonsie]

I'm not sure why you would need to lose your memory on mobile numbers, it's so easy to check. It's definitely @pgn checking 10 times a day....

[Cleoriff]

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@jonsie wrote:

I'm not sure why you would need to lose your memory on mobile numbers, it's so easy to check. It's definitely @pgn checking 10 times a day....

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[pgn]

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@jonsie wrote:

I'm not sure why you would need to lose your memory on mobile numbers, it's so easy to check. It's definitely @pgn checking 10 times a day....

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Ssssh! I have a flotilla of HTC Wildfires, continually polling Google for that very topic...  

[EmilieT]

@Cleoriff @MI5 @jonsie 

Thanks guys for your feedback! Just to put this in a bit more context, in August we had 7,583 Unique Visitors on that guide, and 7,359 in September, so they wouldn't be just @pgn browsing it, or even you guys using it to check for updates or info We can also see traffic coming to it from Google, so people are searching on there for help on finding their number.

We're just trying to understand why so many people need support with that, so we can try and make one's number easier to find for everyone; in case you have any insights at any point or suggestions, please do let us know

[MI5]

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@EmilieT wrote:

We're just trying to understand why so many people need support with that, so we can try and make one's number easier to find for everyone; in case you have any insights at any point or suggestions, please do let us know

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One thing that O2 do not do that all the other networks do, is push the mobile number to the sim card.

Unless you save your number on your phone, you could forget it.

All other networks use the built in "my number" in the phones firmware, but it requires the network to push that info to the device.

[EmilieT]

@MI5 Thanks, that's a good suggestion, duly noted and will feed that back!