Unable to update number in my number

[RebeccaH98]

Hi, I have recently moved to EE from another provider. My old number has fully changed over but I am unable to change the new number to my old number in phone settings on iPhone. I have tried turning iMessage and FaceTime off and resetting my phone but it still isn’t allowing me to change. I can delete the number and put my old one in but it won’t let me click save.

[Chris_B]

@RebeccaH98  The number displayed is taken from the sim and it’s not user changeable.  The iPhone latches on to the number that’s first on the sim before your number migration and doesn’t change with iMessage and FaceTime switched on. 
  You need to leave iMessage and FaceTime off and restart the device.  When it shows correct you can then re-enable iMessage and FaceTime. 

[RebeccaH98]

Do you know how long this takes? 

[Chris_B]

@RebeccaH98  It should be instant providing your number has actually migrated to the EE Sim.   

What does texting NUMBER to 150 report back ? Is that the correct number ? 

[RebeccaH98]

Hi yes it texts back the correct number

[Leanne_T]

Morning @RebeccaH98 

Thanks for coming to the community. 

If you have a physical SIM card, can you try removing the SIM card and popping this back in, to see if this updates the number? 

If not, could you try turning off Facetime and iMessage again, then go into Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. This will restart the iPhone and remove any saved WiFi passwords. Once the iPhone has restarted, can you try turning Facetime and iMessage back on, does the number update? 

Leanne 🙂

[RebeccaH98]

Hi,

I have done all this and still the phone number hasn’t changed. 

[Alex_H]

@RebeccaH98 That is within Settings> Phone> My number? Are you seeing the number available as an option to tick within Settings>Messages>Send and receive since you have signed out and turned off facetime and iMessage and restarted?

Alex

[RebeccaH98]

Hi,

My number is on there currently but it’s saying it will expire in 22 days as on my number in phone settings it’s showing the number I was originally given from EE before my number switched over

[Alex_H]

@RebeccaH98 Yeah it is a common occurrence as mentioned the phone just saves the first number on the SIM in the My Number section, but it is usually would be fixed by the steps already recommended..

Just to double check when you are trying to edit and save the My number setting, is this with you still signed out of iMessage and Facetime and both still turned off? 

Just in case you are trying to edit and save after already having turned them back on, as it should be a case of signing out and turning them both off, resetting the network settings of your phone, restarting the phone, then editing and saving the My number setting, then turning them back on.

Is there any IOS update available in Settings>General> Software update? 

If its still happening it may be best to give us a call on 150 and a guide can try a SIM refresh which may help with the phone validating the number.

Alex