Trying to verify chat features

[Dunks91]

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 ?

[Dunks91]

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. 

[Leanne_T]

Hi @Dunks91

Thanks for coming back to me. 

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

Thanks.

Leanne.

[Dunks91]

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 ?

[Leanne_T]

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.

[Dunks91]

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 ?

[Leanne_T]

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.

[Dunks91]

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 ?

[Jon_K]

Thanks for letting us know, @Dunks91.

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

Jon

[Dunks91]

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.. 

[Jon_K]

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