number transfer issue

Hey there ​@Vikingmike, thank you for reaching out.

What phone do you have please and how long has this been an issue for?

In terms of speaking to us, we’re contactable via our live-chat, via our social media pages and here, and always happy to help.

Thanks,

Tyler

I switched over at the end of November last year but my O2 account was closed fully about a month or so ago due to a technical issue with an order I had. I am using a Google pixel 9 pro XL. Where can I find the live chat feature as I haven't found it yet

This issue seems to have been from the moment I switched over. I have since tried using the live chat but that is just an automated service and not very helpful. I need to speak to a human that can actually help

I have since done a network reset on my device and switched the phone off and back on - that seems not to have worked 

Hey there ​@Vikingmike, to speak to an agent on the live-chat, simply type “Speak to an agent”:

https://www.idmobile.co.uk/live-chat

Have you tried the following?

1) Open Messages, go to Settings (top right, Message Settings), open "Chat Features" or "RCS Chats", verify if this is the correct number or not.

2) If it shows the incorrect one, then head to: https://messages.google.com/disable-chat and you should be able to unregister the number.

Once done, turn off the Chat Features/RCS and the phone.

Wait a few minutes and turn the device back on and re-enable Chat Features/RCS it should let you re-register/update to the correct number. Alternatively, you can turn Chat Features/RCS off and test SMS after this.

Thanks,

Tyler

Hi Tyler, 

I have followed this step of turning off RCS and switching the phone off then back on after 5 minutes. I have also done two network resets and still the same issue is apparent. Some people are still not able to call me the traditional way. I seems to be ok for getting messages it's just the receiving calls that is a problem. I have spoken with my old network and they report that all was done on there end and there is nothing outstanding from them. I need this issue resolved as I need to be contactable by the people who are affected and unable to call me. 

What else can I try or what can the the solution to this problem? 

Thank you ​@Vikingmike 

Are you using a physical or eSIM please? 

If it is a physical SIM, are you able to test it in another handset to see if calls come through? 

Thanks, 

Natalie 

I will be able to test this out later as I don't have the tool with me to swap SIM cards at present. It is a physical SIM that I am using 

Thank you ​@Vikingmike 

If you could please test it later and let us know how you get on, we would appreciate it. 

Thanks, 

Natalie