Calls from my contacts showing No Caller ID??

[cl881]

Hi there, I called 150 to transfer my 2 mobile numbers (primary + secondary) from Pay Monthly to PAYG, which was successfully executed on the day when my contract ended. However, a day after the transfer, I found that every time someone from my contacts makes a call to my primary phone (iPhone 6s) it would show "No Caller ID". The weird thing is this didn't occur to my secondary (iPhone 7) and none of my contacts had hidden their Caller ID

I tried soft reset, hard reset, toggle "Show My Caller ID" on/off, pull SIM out, reset network settings, PAYG top-up...nothing worked. 

Any help appreciated

Regards

Calvin

[Jon_K]

Hi @cl881.

Welcome to the community.

Did you get a new SIM card when you transferred over, or keep the old one?

Are all of your contacts still saved on your phone?

Jon

[cl881]

Hi Jon

Same SIM card and number that I had for years. All contacts are available.

Background: I was initially on EE PAYG, then joined a Pay Monthly plan 18 months ago using same SIM card/number. The pandemic struck, less usage, reverted back to PAYG. Cancellation team said I would keep the same number and SIM.

[Jon_K]

Thanks @cl881.

Do the contacts show up if they send you a text, or is it still an unknown number?

Does your caller ID show up if you call them?

Jon

[cl881]

Hi Jon

Yes my contacts show up when they text. Likewise I text.

Yes my caller ID shows when I call

Regards

[Jon_K]

Thanks @cl881.

Did you complete a full factory reset of the phone, including erasing everything from it?

Jon

[cl881]

Hi Jon

I was keeping that as a last resort...Just backing up my phone, will let you know it  succeeds

regards

[Jon_K]

Thanks, @cl881.

Jon

[Chris_B · Accepted solution]

@cl881  @Jon_K  This keeps happening when changing from

a contract to PAYG. There a few posts on here about this. 
You need to call customer services and request that they reset your line.      You shouldn’t do anything with your device like reset it. 

[cl881]

Hi Jon,

Just did a full reset and I'm afraid it didn't work. I might have to call 150