Incomplete number transfer

[Orange196612]

Hi, I started using EE a few weeks ago. My old number was recently ported, but for the past week, whenever I send SMS messages, the recipient still receives them from the new number. When I call, it shows my old number, but when I text, it shows the new one.

Why is this happening and when will it be fixed? Thank you.

[Michael_D]

Hi @Orange196612 

Welcome to the community.

There are a few things to check on the phone itself to make sure the number is correct.

If you go into the phone settings, is the ported number showing in the My Number section?

Which model of phone are you using?

Michael

[Orange196612]

Hello,

Thank you for your reply.
The phone model is iPhone 15 Pro Max. I checked on the phone under Settings / Mobile Service / My Number, and I can see the correct number there. However, SMS messages are still being sent from the other number.

[Michael_D]

If it is an iPhone, it is also worth checking the iMessage settings to make sure it is correct there.

You can see this under Settings > Apps > Messages > Send & Receive.

If that is incorrect turn off iMessage and FaceTIme (FaceTime is under Settings > Apps > FaceTime) and then restart your phone. When the phone is back on, turn on iMessage and FaceTime again, check the number in iMessage again, and try to send a text.

Let me know how you get on.

Michael

[Orange196612]

Thank you very much for your help, everything is working well now. Have a great day!

[Michael_D]

Brilliant news @Orange196612. I'm glad to hear it.

Take care and have a great day.

Michael

[Orange196612]

Hi, I’m writing again. The problem with SMS is still there. Yesterday, I managed to send a few messages from my old number, but later in the evening, I was told that the messages are once again coming from the new number. I don’t understand what could be causing this.

[Michael_D]

Have you been back through all of the steps above to see if the numbers are showing correctly @Orange196612?

If they are and the number is still showing incorrectly, I'd recommend speaking to our tech guides so they can look into this further for you.

Michael

[Orange196612]

How could I get in touch with them? Thank you.

[Michael_D · Accepted solution]

You can find all of the numbers to reach our customer service and tech guides on this page @Orange196612 

Michael