topic Re: Issue after a phone number change in Get Support

Issue after a phone number change

GrumpyDad — Sat, 25 Jan 2025 20:35:12 GMT

Hi all, I was happy to see that there was a self-service option for phone number changes. My daughter was getting problematic calls, so we went ahead and changed her number yesterday. Now we have an issue, and I'm not sure if it's a problemw ith the phone itself (Google pixel 7), the sim card or something out there in the account settings.

Currently, the phone is able to RECEIVE texts sent to the new number, but when it SENDS texts, they come from the old number.

At first I thought this was an issue using mom and dads phones and someting in the contacts, but I have tested with otehr methods and I am certain that's not the case.

I have resterted the phone multiple times and even used the "reset mobile network settings" feature, and nothring has changed. Texts are still beign sent from the OLD number.

in the system settings -> sim management portion, it still shows the sim as associated with the old number, and I don't know how to edit that. I tried physically remvoing the sim, doing a reset, restart, and re-adding the sim, but it goes back to the old number.

Do I need a new SIM card? if so, this isn't really a self-service thing. Thoughts?

Re: Issue after a phone number change

hTideGnow — Sat, 25 Jan 2025 23:14:08 GMT

hi @GrumpyDad Reset Network Settings should help

Re: Issue after a phone number change

GrumpyDad — Sat, 25 Jan 2025 16:56:26 GMT

OK, I'm not on an iphone, so that might help someone, but not me.

Re: Issue after a phone number change

Phil_Adelphus — Sat, 25 Jan 2025 18:26:44 GMT

@GrumpyDad If you're still having problems you can contact customer service at the chat icon bottom right of this page. If the chatbot doesn't help you open a ticket then you can send a private message to support using this link

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You don't need a new sim card. I think from other people with similar problems on Android it is something in the phone settings, so I don't know if PM can help but you may as well try.

Re: Issue after a phone number change

GrumpyDad — Sat, 25 Jan 2025 23:11:58 GMT

I have submitted a ticket, but I would really apricate if anyone has relevant expereince on this type of issue. It's very weird, feels like the phone is using BOTH phone numbers somehow, which I would have thought was impossible.

Re: Issue after a phone number change

hTideGnow — Sat, 25 Jan 2025 23:13:52 GMT

hi @GrumpyDad

did you try the sim cad in another phone?

Re: Issue after a phone number change

slusagm — Sat, 25 Jan 2025 23:15:24 GMT

it's a phone setup problem, not PM's

In the Google Messages app, try turning off RCS chats then turning it back on. It may take a moment or two to re-enable but - when it does - it should be using your new number.

Re: Issue after a phone number change

GrumpyDad — Sun, 26 Jan 2025 03:09:45 GMT

This seems to be part of the right pathway. I have Tried the SIM in another device, and it uses the new number no issues. When it's used in THIS device, as long as RCS chats are turned off, it uses the new number no issues. However, when I turned RCS chats back on, it went back to sending all messages from the old number, and receiving messages from the new number.

In the Google messages RCS settings tab, it shows the SIM card, AND the old number. However, in the phone settings, that SIM card shows the NEW number.

ANY RCS chat sent from this phone is the old number. I've reset the mobile network setting at least ten time over the last eight hours, restarted the phone more times than I can count. Tearing my hear out.

Re: Issue after a phone number change

slusagm — Sun, 26 Jan 2025 03:17:25 GMT

try uninstall Google Message, reboot phone and reinstall then turn on RCS to re-register

Re: Issue after a phone number change

GrumpyDad — Mon, 27 Jan 2025 03:34:08 GMT

It for sure was a phone issue not a PM issue. I did need to do a factory reset on the phone however, which was unfortunate. It seemed that the Pixel was hoding onto some setting somewhere that I wasn't able to clear out by any other method. After the reset, no further issues. Thanks all especially @slusagm and @hTideGnow .