Text messages not showing old number after switching from plusnet

[Mikey52]

Hi, My wife has had to switch to ee from Plusnet, switchover completed ok, or so we thought, but when she sends me or anybody  else texts, the ‘caller identification’ on my phone, and others shows her temporary number and not her name. No problem with Wattsapp, just text’s.  Any suggestions as to how we can put it right, she has a Samsung Galaxy A21s. Thank you.

[James_B]

Hi @Mikey52,

Is it just texts that are affected, or calls as well?

If it's just texts, are 'chat features' turned on in your wife's messaging settings?

Does turning it off resolve the issue?

James

[Mikey52]

Hi James_B

It’s just texts that don’t show her name, calls and WhatsApp are fine.

Switching phone off and on again doesn’t work either.

[James_B]

Were you able to check if chat features are activated, @Mikey52?

James

[bristolian]

WhatsApp is just an app, all your phone & the mobile network sees is a mobile data connection - hence that is all that's proven.

If direct dialled voice calls are showing the correct CLI  (outbound) and reaching your phone (inbound) that is more useful. Do inbound texts to your wife's number reach her phone as expected?

[Mikey52]

We have just found out that the ‘temporary’ number only comes up on phones using the ee network, texts to phones which use other networks are ok, showing name.     Not a big issue, just frustrating.

[Leanne_T]

Hi @Mikey52 

Have you spoken to our tech guides to see if they can get the account refreshed for you to see if this resolves the incorrect number showing? 

Leanne 🙂