Some texts I'm sending originate from the original SIM phone number.

[PBAB]

I'm a new EE customer joining 6 weeks ago. I bought a new Samsung A25 phone, got a new EE Sim which I inserted and set my phone up but did not make any calls or send texts until my own number had been transferred from my old network supplier. Everything has worked fine for a few weeks until yesterday. I was at home using WiFi calling and I sent a text to my sister. Nothing unusual at my end but my sister says she nearly didn't respond as my text originated from an unknown number (the original EE sim number) and not my correct phone number. I would like to know how this has come about, but more importantly how do I correct or get it corrected? It is still happening today, so it's not a one off incident and if I ring her (also using WiFi calling) rather than text the originating number is my proper phone number.

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[Alex_H]

Hi @PBAB,

Welcome to the EE Community 

When you say you are using the Wi-Fi, are you sending the messages as RCS messages? If you open your Messages app, click the profile button at the top right of the messages. Then click Messages settings, then RCS chats. If RCS chats is turned on it should show the number it is using at the top. If its wrong, turn RCS chats off then turn it back on and that should re-verify your number. 

RCS chats will save the number that it reads on the SIM first until its forced to re-verify. 

If you are using Samsung Messages as your default messages app rather than Google Messages the steps are slightly different. Just open the Messages app, hit the 3 dots at the top right of the messages, click Settings, click Chat settings and then you should again be able to disable and then re-enable to get it to update your number.

Alex

[PBAB]

When I saw your response Alex I was over the moon. However, my ecstasy was short lived. If I open up RCS chats it does indeed show the wrong number. When I go through your resetting instruction it does indeed 'verify' my phone number. However it has picked up the wrong number again! I tried again and turned the phone off an on again before starting up RCS chats but it still picked up the wrong one.

Peter 

[PBAB]

Hello Alex. I have been messing around with the phone and I believe I have sorted it (I'm waiting for a response from my sister to prove it beyond doubt). Alongside the displayed phone number in RCS chats is a Sim card logo. I happened to tap on it and it then let me type in the number I required, when it then verified. It now displays the correct number so I am feeling positive.

Peter

[Alex_H]

@PBAB That is great to hear thanks for coming back to provide further steps to try, fingers crossed it is now resolved. 

Alex

[PBAB]

Alex, it didn't work. When I opened up the RCS settings it displayed my correct number for a few seconds and then it reverted to the wrong number before my very eyes without me touching anything!!!!

Peter

[PBAB]

Alex, further info: Each time I turn off RCS messages it goes through a setting up process when I turn it back on again. Initially, it displays my proper number but when it seeks verification it then reverts to the wrong one.

Peter

[Alex_H]

@PBAB Ah ok in that case there are a few steps when taken together should hopefully resolve this for you. Start by turning off RCS again, then check to see if the number is linked to your Google profile and if so delete it.

To do so go to Settings> Google> tap your e-mail and then click Manage your Google account> Tap personal info, then under contact info check if the incorrect number is showing and if it is tap and delete it.

Then clear the cache of your Messages app. Go to Settings> Apps> Google Messages app> Storage> Clear Cache at the bottom.

Then uninstall updates, in the same place Settings> Apps> Google Messages app> 3 dots in the top right> Uninstall updates. 

Then re-install the updates, again in the same place Settings> App> Google Messages app> Click App details in play store at the bottom and then click the update button.

Check for actual phone updates by going to Settings> Software update> Download and install if there are any

Then after that is all done, give the phone a restart and once back on turn back on RCS and hopefully that has done it.

Alex

[PBAB]

Yippee. Thank you Alex. What a palava. I went all through the steps you mentioned but nowhere did I come across the wrong phone number recorded. What I did come across was my old phone (Sony experia) together with my mobile phone listed under 'other devices' in my google account, which I then deleted. Maybe this still being present prevented the new one being added (2 phones with the same mobile number). Anyway, I have now had a successful exchange of messages with my sister and all is hunky dory. Thank you for your knowledge and patience.

Peter

[Katie_B]

Thanks so much for coming back and letting us know @PBAB. 

I will let Alex know this is now resolved. 

Have a great evening. 

Katie