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Temporary number confuses people

Tuning in

How do I get rid of the annoying temporary number virgin used when I placed my sim in my phone? I brought my number over from previous provider and people can call me on that as well as WhatsApp. It is just so that MY number is not used for the messaging and I’m unable to change it in the settings annoyingly so people get confused when I call and text them from my new phone. I don’t want the temporary number, I want MINE back and rid of the temporary number.


Forum Team (Retired)
Forum Team (Retired)

Hi @Fiesta_greet,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're still seeing your temporary number after moving to us with your existing number.

Can you tell us when you moved over to our services? Have you been able to take a look at our Keep Your Number page to see if this can help?

Let us know so we can look into this further for you if needed.

Thank you.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

I have done what I need to do as described in your link that sends me in loops around the bend without having a chance to actually find a decent way to SPEAK WITH A PERSON, but I’m unable to change the number both in the messages and calls settings. 
I have also tried to actually WhatsApp the number for help and it was the same unhelpful stuff, which stopped texting me back when I requested to speak with an agent. 
I joined on Tuesday 13th September 2022

Hi @Fiesta_greet


Thank you for your response. 


I am going to send you a private message so we can look into this further for you.


Please look out for the purple envelope in the top right of the page and pop me a reply when you can. 



Vikki - Forum Team

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Trouble shooter

Are you using an Android phone?

If so this is a common problem and is usually caused by a Google Chat setting.

Within the messages app, press the 3 dots in the top right corner, go to Settings, then Chat Features, then turn off chat features. Now switch Chat Features back on. It can take a few minutes but the number should  update, and it will show the correct number when you text someone.

hi Cje!

I appreciate you taking the time to form a reply. 
No I’m using iPhone. I had already found an answer in this community previously about that Google chat and it is indeed how you described. The thing is that it wouldn’t work for iPhone. Somehow however overnight it started to work when I’d removed the other number from the imessages in settings. I hope it also works when I call people, too. 


Hi @Fiesta_greet


Thank you for the update. 


I am happy to hear this is now resolved 🙂


If you need any further assistance, please pop back to us here and we will do all we can to help. 



Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide