topic Re: Trying to verify chat features in Archived Posts

Trying to verify chat features

Dunks91 — Tue, 18 May 2021 10:03:11 GMT

So on my S21 Ultra, I have been trying to verify the chat features. It worked when I first got the phone but now its no longer working. I've tried every work around I could find and nothing works. I've reset my phone, taken the sim card our, deleted the messages cache etc but nothing has worked. Is there a problem with my Sim ?

Re: Trying to verify chat features

James_B — Tue, 18 May 2021 13:16:11 GMT

Hi @Dunks91,

Welcome to the EE Community. 🙂

Have you changed your phone number since you first setup the phone?

James

Re: Trying to verify chat features

Dunks91 — Tue, 18 May 2021 15:03:12 GMT

No the number remained the same.

Every troubleshoot that's online, I have tried.

Re: Trying to verify chat features

Jon_K — Tue, 18 May 2021 15:22:08 GMT

Thanks @Dunks91.

Are you able to try a different SIM card in your phone?

This would help to determine if the issue is following your SIM or your phone.

Jon

Re: Trying to verify chat features

Dunks91 — Tue, 18 May 2021 16:50:21 GMT

I am currently unable to do so at the moment.

Re: Trying to verify chat features

Jon_K — Tue, 18 May 2021 16:57:24 GMT

Thanks @Dunks91.

Are you trying to set this up using mobile data or WiFi?

Are you able to try speaking with Samsung Support?

Jon

Re: Trying to verify chat features

Dunks91 — Tue, 18 May 2021 17:13:24 GMT

I've been setting it up via mobile data. I checked all the information that is available to me/ troubleshooting and nothing has worked. My only option left is to try a different sim,if it works then I would have to request a new sim. If I am getting the same message problem must lie with phone.

Re: Trying to verify chat features

Leanne_T — Wed, 19 May 2021 06:52:52 GMT

Morning @Dunks91

Thanks for coming back to us.

If you could try a different SIM card, this would certainly help to see if this is the phone or the SIM.

Let us know how you get on 🙂

Leanne.

Re: Trying to verify chat features

Dunks91 — Wed, 19 May 2021 10:18:23 GMT

Good morning

I'll see if I can get one today and try. I was looking in my Google account and seen this, does this make a difference?

Re: Trying to verify chat features

Leanne_T — Wed, 19 May 2021 10:56:31 GMT

Hi @Dunks91

How long have you has this been verifying for you?

Thanks.

Leanne.

Re: Trying to verify chat features

Dunks91 — Wed, 19 May 2021 11:06:36 GMT

It's been a good few days now, was working fine then I changed message app to the Samsung one as I wanted to see what it was like, didn't like so I switched back then I get that message. Verifying number. I've tried every troubleshoot there is, nothing has worked. If a different sim works then I know the problem lies with my sim/number.

There are posts that go back over two years on some forums and the problem still persists. As companies big as Samsung and Google, they should be able to get things like this sorted considering it's been going on for over two years.

Re: Trying to verify chat features

Leanne_T — Wed, 19 May 2021 11:10:10 GMT

Hi @Dunks91

Thanks for coming back to me.

Let us know how you get on with the SIM swap.

Thanks.

Leanne.

Re: Trying to verify chat features

Dunks91 — Wed, 19 May 2021 12:13:47 GMT

If for example a different/new sim card works, would I then be able to get that number transferred over ? Or would I have to request a new sim/number over the phone ?

Re: Trying to verify chat features

Leanne_T — Wed, 19 May 2021 12:23:08 GMT

Hi @Dunks91

You can order a replacement SIM card and keep the same number.

Full details can be found in our How do I swap my SIM or get a new SIM? Help page.

Thanks 🙂

Leanne.

Re: Trying to verify chat features

Dunks91 — Wed, 19 May 2021 12:27:33 GMT

Thank you. Could I get a sim card the same day if I go to store ?or would I have to make an appointment?

If a different sim card(not the same number) works. Would it be my number or sim card be the problem. Or is there no way to tell ?

Re: Trying to verify chat features

Leanne_T — Wed, 19 May 2021 12:31:22 GMT

Hi @Dunks91

If the same happens with a new SIM card then it could be the phone.

You can go into an EE Store you an book an appointment on our store finder. You'll need to provide valid photo ID. Our EE stores will accept a passport (from any country) or a UK photocard driving licence.

Thanks.

Leanne.

Re: Trying to verify chat features

Dunks91 — Wed, 19 May 2021 16:06:27 GMT

Good afternoon

I can confirm with a new sim card/new number it connected within a few seconds. So problem lies with my number/sim card. If I order a new sim card would the problem still persist as the number would be the same ?

Re: Trying to verify chat features

Jon_K — Wed, 19 May 2021 16:45:01 GMT

Thanks for letting us know, @Dunks91.

Yes, you will be able to keep the same number when you order a new SIM card.

Jon

Re: Trying to verify chat features

Dunks91 — Wed, 19 May 2021 17:15:17 GMT

Sorry what I meant was, would I still get trying to verify number as the number would still be the same ? As when I used a different sim, it connected in seconds..

Re: Trying to verify chat features

Jon_K — Wed, 19 May 2021 17:42:53 GMT

Hi @Dunks91.

You would need to verify the correct number to use this feature.

This would be possible when you get the new SIM, and it would be with your number.

Jon