Why is a different mobile number displayed as the caller to my contact?

[Forty45]

Recent moved to VM and brought over my old number. Called one of my Contacts today and the call showed as coming from a different number to mine on their phone.

How can I correct this?

[Carley_S]

Hi Forty45

Welcome to the community. 

Sorry to hear about your concerns with your number. Can you confirm that when you call your number from another phone that this is connected to your mobile/sim? Did you request your PAC code before moving over to us?

[Forty45]

Hello Carley, 

When someone calls my number it connects to my phone. Yes PAC done and everything has been fine until this happened today. I did briefly put my SIM in a different phone last week but didn't make any calls. I wouldn't think that should cause this to happen. I don't know what number the SIM was allocated before my old number was assigned to it, so I can't check if it's the same.

[Carley_S]

Can you confirm what phone you have? Please go to the settings and check which number is showing. If its an iphone, you can just search 'My number'. Let me know if this is any different than what you number should be. 

[Forty45]

Very sorry, just checked with the Contact and it's when I sent them a text message, not when I called (call displayed my correct number). It's a Pixel 4 and in Settings it says "unknown" for the number.

[Carley_S]

Does it allow you to edit where is states the number is unknown at all? Can you try selecting messages, then tap the 3 dots in the top left - and then settings - and check the SMS centre number is +447458 399008? Then click save. Let me know if that works.

[Forty45]

I've been able to enter the phone number in the Messages settings, but that hasn't changed "unknown" in the About Phone. There are no 3 dots in Messages and so I can't comment on the number you've mentioned.

[Carley_S]

Thank you for trying those steps. Let's take a closer look at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[cje85]

This is a common problem and is usually caused by a Google Chat setting on Android devices.

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.

[Carley_S]

Thank you very much @cje85 for assisting us on this thread. 

@Forty45 - Does following the steps as advised above, resolve the issue?