Number transportation

[KateWat_3169643]

Hello. I need some help. I recently switched to Smarty network as I got a new phone and had my old mobile number transferred over here. It says the transfer was successful and phone calls are now going to my new phone with my old number. However, when I text people on my new phone it’s coming up as the allocated smarty number, and when people text me on my old number it goes to my old phone. It seems to have half transferred over. I’ve looked up online some ideas for what to do, for example I have gone into settings on the phone app where it has my number and it shows the allocated smarty number and I have tried to change this and save it but it has not worked. I’ve turned my phone off and on. Tried the webchat but it wasn’t that helpful and didn’t seem to understand. Any ideas for what i can do? 

[SmartyTrousers]

@KateWat_3169643 If you're on an iPhone, see this page.

If you're on Android, I think it will be a case of you going into the settings of the Messages app on your old phone and turning off RCS, then going into the settings of the Messages app on your new phone, toggling off RCS, waiting a minute, then toggling it back on. With a bit of luck it should then show your correct phone number there in the settings.

[KateWat_3169643]

Thank you for your reply. I am on iPhone and have looked at the page. So far no luck. I have not tried a reset yet as I want to wait until I hear back from smarty. I emailed them regarding this. And I seem to have more of a problem with iMessage itself now. 

[SmartyTrousers]

@KateWat_3169643 Yes, I suspect your number port will have been successfully completed, and that SMS messages (the green ones) to the number you ported in will correctly be going to your Smarty SIM, and outgoing SMS messages will also be coming from the correct number. It will just be iMessages (the blue ones) and Facetime that are still currently registered to the temporary number the Smarty SIM came with.

[KateWat_3169643]

Yes that’s right. I’m getting text messages just not iMessages. Do you think resetting my phone is likely to fix this or is it best to wait until I hear back from smarty? 

[SmartyTrousers · Accepted solution]

@KateWat_3169643  You don't need to do a full reset of the phone, but a reset of just the network settings (go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings) may help.

Just be aware that doing this will also lose any stored WiFi network details, so you would need to re-connect to your WiFi and re-enter the wireless password after performing a network reset.

[KateWat_3169643]

Hello. Just thought I’d update. I reset my network settings and this has seemed to do the trick. Just wanted to thank you for your advice! Moving networks and transferring numbers is very stressful, but this has helped! Not sure why I didn’t just do it before haha

[MSF]

@KateWat_3169643  In addition to advice from @SmartyTrousers , a network reset in Settings usually works for an iPhone. Alternative is to turn off iMessage and FaceTime and then turn them back on again.

The issue is that the phone 'remembers' the first number allocated to the sim and you need to 're-train' it. This has been covered very many times in the forum threads.

[KateWat_3169643]

I have had a look at other threads with similar situations to mine and tried those methods out. I haven’t done a reset yet, maybe that’s what it needs. I have managed to change my number in settings although this doesn’t really do much as I can’t click on it so it has the tick next to it because it will just immediately revert back to the allocated smarty number. I have found that I am getting text messages • SMS but not iMessages. That seems to be the problem. On settings it is saying that my number is unavailable for iMessage and FaceTime and that I must have a sim associated with an apple device for the number to be used for iMessage and FaceTime. 

[Rebekah_150]

Hi  KateWat_3169643,

this guide may helphttps://help.smarty.co.uk/en/articles/10111421-resolving-imessage-and-facetime-issues-after-porting-...

If you are still having issue our customer care team are on hand https://smarty.co.uk/contact available daily from 8am – 8pm.