New Contributor

Issue with iMessage and FaceTime Activation After Number Transfer

Forum|Forum|1 year ago
May 29, 2025
11 replies
648 views

Hello,

I recently transferred my mobile number from O2 to iD Mobile and received confirmation that the porting process was completed successfully. However, I am still unable to activate iMessage and FaceTime on this number.

The issue appears to be network-related, as I was able to successfully activate iMessage and FaceTime within minutes using a different SIM card. I have confirmed the following:

My number is correctly set in iPhone settings (Phone > My Number).
I can send and receive regular SMS and calls.
I can send an SMS to Apple’s activation number without issues.
I’ve tried all standard troubleshooting steps, including resetting network settings and reactivating iMessage/FaceTime.

It seems the problem might be related to the provisioning of my number on your network, particularly regarding Caller Line Identity (CLI) or SMS routing.

Could you please verify:

That my number is fully registered on your systems after the port.
That outgoing international SMS and CLI are properly configured for my number.
Whether a new eSIM could help resolve the issue if the current one was not updated correctly after the port.

Tom

iD Mobile Employee

Hi @bendzel

Have you checked the below?

Tom

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B

bendzelAuthor

New Contributor

Yes, I jave and done all troubleshooting adviced. Did not help. I have done network reset 5-6 times and no luck.

Tom

iD Mobile Employee

Hi @bendzel

Okay, did you insert the iD Mobile SIM into the device before the transfer took place?

Have you tried a full device factory reset?

Tom

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B

bendzelAuthor

New Contributor

I have done network reset, but did nit do device factory reset as it does not make sense. Got feedback from Apple and there is wrong CLI. ID mobile need to sort it out.

Tom

iD Mobile Employee

Hi @bendzel

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Tom

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A

acameron

New Contributor

I am having the exact same issue. Could someone please help me @Tom

Lamiya C

iD Mobile Employee

Hi @acameron

Thanks for the update. Since Apple confirmed the issue is due to an incorrect Caller Line Identity (CLI), we’ll need to investigate this on our end.
Please email us at socialqueries@idmobile.co.uk with your account details so we can check your number’s provisioning and get this sorted for you.

Best regards,

Lamiya
iD Mobile Social Media Team

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T

tjh98

New Contributor

Hi, did this get resolved? I’m having the same problem.

M

Marquerita T

iD Mobile Employee

Hi @tjh98. Have you tried doing the following as well;

1. Go to Settings > Apps > Messages and turn off iMessage.

2. Go to Settings > Apps > FaceTime and turn off FaceTime.

3. Restart your iPhone.

4. Turn iMessage and FaceTime back on.

~Marquerita

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T

tjh98

New Contributor

Hi,

Yes, I have already tried this process multiple times (turning iMessage and FaceTime off, restarting, and turning them back on) and it has not resolved the issue.

The problem is not limited to iMessage activation — I am still not receiving verification/short-code SMS from services such as Santander and Apple, which indicates a network provisioning / A2P short-code routing issue rather than a device setting problem.

I was advised on live chat that this would be escalated to the technical/network team within 48 hours for full SMS reprovisioning and routing refresh. Could you please confirm whether this escalation has actually been completed?

Thanks.