Calls showing old number while texts display the new

[james_saltm10]

So I moved a family members sim from Plusnet to EE and kept their old number.

It now calls and displays as it should with the old number but text messages say the new sim.

I have tried the basic things I've see in forums.

Any help appreciated.

[Christopher_G]

Hi @james_saltm10 

This sounds like 'split service' which sometimes happens when porting a number. It usually only happens on the transfer date and fully transfers by midnight that day. Has it been going on longer than 24 hours?

Chris

[bristolian]

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@james_saltm10 wrote:

I have tried the basic things I've see in forums.

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Can you be a bit more specific about what are these "basic things" you've tried? It helps to know exactly what's been done.

In addition to clarifying when your port-in date was

[james_saltm10]

It was the 21st/22nd November. It's been workable hence the time elapse but annoying the two numbers are still in play.

There was the initial basic restart of the phone. Then I'd googled a few things and tried switching airplane mode on and restarting the phone. I change some settings in messages but honestly can't remember now.

I'm willing to go through all the possible processes to fix if there is a list of things worth trying?

Thanks,

James

[Leanne_T]

Hi @james_saltm10 

Thanks for coming back to us. 

Which device are you using? 

Do you use a third party text message or chat app? 

Leanne 🙂

[james_saltm10]

It's a Samsung A21s and no there is no use of third party text message.

Thanks 

[bristolian]

If outgoing calls are presenting the correct CLI, and incoming calls are working as they should - then porting data is fine.

Do you receive text messages sent to your correct number? Are you able to try your SIM in another phone to see if the issue persists?

[james_saltm10]

yes text messages to sent to the correct number still arrive. It's when sending messages to others it looks like it displays a different number.

I will try it in another phone

[Leanne_T]

Let us know how you get on after trying the SIM in another phone @james_saltm10 

Leanne 🙂