Ported number not showing on outgoing texts/calls

ellay864

My son has an iPhone but wanted a better deal on his contract (that's in my name). He was on Orange but got a good deal from Virgin so ordered a sim from them and went onto their contract. His Virgin sim did arrive with its own number but he immediately ported his old number across.
We can no longer ring the number Virgin provided, and can call his 'old' number fine as we want to. But when he sends texts or makes calls they show as coming from the number Virgin gave, even though they say it has been deactivated. Problem is that people aren't recognising it and are ignoring or deleting. If people text to his old number any reply from him appears to come from the other one. Occasionally I've had texts from him that come twice, once from each number. On his phone the settings show his number as being the one supposedly deactivated, while on the online account it shows the ported number!
Last week we rang Virgin who said they'd look into it. At the weekend I rang again, provided all the details again and was told this was a known problem when porting and it would be passed to the tech people and I should phone on Monday for an update. I rang again tonight and the lady I spoke to took ages to understand what was happening and clearly didnt recognise this as a known problem; I now have to call the tech support number (it was closed by the time I got done with the CS person!) to get them to help me.
Has anybody else had this problem and did you get it resolved?

grumbler

Yes, similar problems do happen sometimes. However, even Giffgaff were able to solve it much faster: Strange Porting Issue to giffgaff?

mcgills38

Just go to settings > phone > my number and update the number in there.

themightyn

mcgills38 wrote: »

Just go to settings > phone > my number and update the number in there.

That most likely will not work as operators do not allow you to control what CLI you send out when you call/text. Otherwise people would be cloning other numbers etc.

If this is not solved promptly. Advise that will be looking at taking this issue to the adjudicator.

That should kick them into place.

I would also ask them to give you a date when this will be sorted by and ask for financial compensation due to the inconvenience of people not recognising you and unable to call/text you as there being presented a disconnected number.

This could be seen as 'Failure of Service' which means that you have the write to walk away from the contract. Although you may have to go through the Adjudicator service. However the £350 it will cost them for the complaint to be forwarded may not even be the value of your total contract term with them so may just allow you to just walk away.

Good luck with your issue!

mcgills38

themightyn wrote: »

That most likely will not work as operators do not allow you to control what CLI you send out when you call/text. Otherwise people would be cloning other numbers etc.

If this is not solved promptly. Advise that will be looking at taking this issue to the adjudicator.

That should kick them into place.

I would also ask them to give you a date when this will be sorted by and ask for financial compensation due to the inconvenience of people not recognising you and unable to call/text you as there being presented a disconnected number.

This could be seen as 'Failure of Service' which means that you have the write to walk away from the contract. Although you may have to go through the Adjudicator service. However the £350 it will cost them for the complaint to be forwarded may not even be the value of your total contract term with them so may just allow you to just walk away.

Good luck with your issue!

With the operator I work for, we have this same discussion on a daily basis. When the number ports, the network is changing the number on the sim, and not the one stored in the handsets own memory. The only people that will see the wrong number when the OP texts, is other iPhone users using iMessage.

When the device is initially registered, it is done against the 'temporary' number and not against the 'keep number'.

ellay864

mcgills38 wrote: »

With the operator I work for, we have this same discussion on a daily basis. When the number ports, the network is changing the number on the sim, and not the one stored in the handsets own memory. The only people that will see the wrong number when the OP texts, is other iPhone users using iMessage.

When the device is initially registered, it is done against the 'temporary' number and not against the 'keep number'.

But he hasn't changed handsets - all he did was change to a Virgin sim so surely the handset memory shold show his old number. Also I'm sure he's made calls that are showing with the 'wrong' number, not just iMessages