Caller in my Contacts listed as Unknown Caller after phone switch

[Moggyman63]

I have a Virgin Media SIM that has been working happily on my Honor 9x Lite for the last 5 years.
I recently bought myself a Moto G85 and followed the procedure to copy all my apps & data from the old phone to the new one. Although it's a 5G phone, I only use 4G and all seems well apart from the default Google Phone app.

When a call comes in from a number that is already in my Contacts (synced to my Google account), it is listed as 'Unknown Caller'. This only happened on the old phone when it was actually true.

I thought it might be because this phone uses wi-fi calling - or it was until I just turned that off. I haven't had a call since so I don't know if this is the issue.

Has anyone else had a similar problem and managed to resolve it?

Thanks

[MI5]

@Moggyman63 

Wifi calling can cause this issue, but if it persists, ask O2 to add the Cli bolt on to your account.

Guide: How to find help & contact O2 

[Enlli]

If it is the original Virgin SIM it may be worth using this as an opportunity to replace it with one from O2 

Call into a O2 shop with photo ID and they will do it for you.

[Moggyman63]

Thanks for that. 

I guess there's no harm in getting that added anyway if it's free? I just have to get though to Support I guess and that seems to be a bit of a black art.

[Moggyman63]

Thanks for the tip.

[MI5]

Yes, it's free @Moggyman63 

[Moggyman63]

I just went on a chat in the O2 app and asked specifically for that bolt on. The agent asked me why and who had told me I needed it. I explained the situation and all she did was give me the number for support as well as 'tips' like taking the SIM out/putting it back, checking some settings etc. The chat was ended before I had chance to say that I didn't have the settings she was referring to! I did try powering down, popping the SIM out/back and still it doesn't work. The only option is to call support and hope that nothing they ask me to do will kill the call!

[MI5]

Just don't reset the network settings whilst on the call @Moggyman63 and you should be OK.

You can also go in store for help, but take photo ID with you as may be needed.

[Moggyman63]

Just had a joyless 90-minute call with O2 support. Their conclusion? It must be the phone so I should contact Motorola.....
We tried clearing the phone app cache, resetting the network, resetting the carrier, removing/re-adding my Google account, and going through all the settings on the phone.
The SIM I'm using must have been in 3 or 4 previous phones, including older Moto G models and I've never had this issue before. What on earth could it be??
Carrier?
OS? (Android 15)

Phone app? (Although I've tried several)
Phone? 

[MI5]

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@Moggyman63 wrote:

Just had a joyless 90-minute call with O2 support. Their conclusion? It must be the phone so I should contact Motorola.....
We tried clearing the phone app cache, resetting the network, resetting the carrier, removing/re-adding my Google account, and going through all the settings on the phone.
The SIM I'm using must have been in 3 or 4 previous phones, including older Moto G models and I've never had this issue before. What on earth could it be??
Carrier?
OS? (Android 15)

Phone app? (Although I've tried several)
Phone? 

---

It's a known issue @Moggyman63 hence O2 creating the bolt on.

Try the UK based social media teams to get more sense.

Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Direct Message them on one platform and stick to it. Nudge now and again as required.