23-12-2018 05:22 PM
We got two new Samsung Galaxy J4+ phones this week. Mine seems to be fine but the wife's isn't.
On the 'My number' bit in contacts, and in settings/about phone, it shows the wrong number. Seems it's one that was allocated to my account a long time ago, but the wife has had the same number for years, never this one that's showing.
The SIM from her previous phone was transferred to this new one, it was just a contract upgrade not a new customer.
Anyway, called tech support, then Samsung. We've done a full factory reset and it's still showing the wrong number. However, making calls and sending texts are showing her proper number at the far end.
We are told (in case anyone else is looking) that a Samsung phone grabs the first number it ever gets and uses that. I'm not altogether happy at that as a solution as 1) I've no idea where it got the number from it's using and 2) there must be a way (SIM update?) to change a number...?
Not wanting to start digging too deep with tech support so close to Christmas as she works as a home carer and is working every day, she can't do without a working phone.
Just wondering if anyone else has seen this before? Any ideas how to change it.
23-12-2018 06:02 PM
@Gordon57 Have you tired just restarting the device as this is what your supposed to do when a number swaps on a SIM card.
23-12-2018 06:03 PM
All you need to do is ring EE back (hopefully getting someone who knows what they are doing; which is not often with EE these days) and asking them to perform a network refresh for you.
That will update the mobile number within your handset settings to match the number on your SIM card.
23-12-2018 06:49 PM
@Chris_B- Yes, it's been restarted a few times, had the SIM taken out and put back in.
@Profile closed EE did a reset, had to turn the phone off and back on. Not sure what type of reset, they didn't say.
It seems that the number on the SIM is correct as that's what is being used to use the phone, it's just the one on the phone itself that isn't right.
24-12-2018 12:22 PM
Good Morning @Gordon57.
I am sorry to hear a reset has not resolved this.
Have you notified our technical team that this is still on going?
Do you know if a refresh was performed?
Speak soon, Katie 🙂
The lady I spoke to in Ireland had checked with 'level 2' and said that as long as the phone was working OK we should be fine. All calls and texts are now showing the correct number, it's just the one on the phone itself that's incorrect.
She told me that this is an issue with Samsung phones, they retain the first number they are given ???
It's a new phone, supplied without a SIM. Wife just moved her SIM from her old phone to the new one, it should have picked up her proper number form that.
She is working all though the season as a home carer so we don't want to do anything now that could leave her without a hpone for days if something causes it to lock up or something.
It's not a major issue now, but was when the calling number was incorrect of course.
We will have to leave it until after the holidays now before doing anything else, mainly because the phone will be with her at work so much.
24-12-2018 12:27 PM
Thank you for confirming this.
I would recommend after the holidays to give us a call so we can take a further look.
Have a lovely Christmas!
24-12-2018 05:14 PM
"Just wondering if anyone else has seen this before? Any ideas how to change it."
No idea how to change it, and i've had this on a couple of Samsung phones now. Both phones were also registred as new and un-used (I saw them coming out of the box). I've never had any issues with the wrong number saved.
Apparently it's to do with when the handset first registers the number asigned to the sim before it <sim and handset> are registered to your current number.
This link might help... https://eu.community.samsung.com/t5/Smartphones-Tablets-Wearables/Incorrect-Phone-Number-in-About-De...
24-12-2018 07:56 PM