Ported number to 3 from o2 and issues with FaceTime and iMessage

[Morrall82]

I’ve ported my number from o2 to 3. Everything is fine but FaceTime and iMessage is using the number that came with the sim not the ported number. I’ve changed the number in settings mobile service and in my iCloud account, logged out of these features features, restarted my phone and logged back into the features but now when I select my number in iCloud and FaceTime it says verification error. I then tried my o2 sim and to my surprise 4g internet was still working but not calling. Then I put my 3 sim back in and under mobile services the number has gone back to the wrong one but iMessage and FaceTime displays the correct number but still shows verification error. This is an iPhone 12. I’m ready to launch the phone against the wall! Please someone help me 

[JonathanB]

Hi @Morrall82,

Sorry to hear this it sounds like a really frustrating issue. I'm not 100% that this is an iOS issue as you've mentioned that the 02 SIM didn't fully deactivate yet. This could indicate some sort of issue with 02 releasing your number to Three. Are incoming calls and texts definitely going to the Three SIM? If not, or if there's no other obvious explanation, get in touch, and the team will be able to raise the situation with our porting team to investigate further.

Other than this, all the troubleshooting you've followed sounds good, when I've seen similar issues in the past, some customers have found that resetting their iPhone's Network Settings helps. If you do this then it will cause the phone to forget any saved Wi-Fi networks, or Bluetooth devices, but I think this is the next thing to try after the other steps you've described.

Please let me know how you get on, and if either suggestion helps solve the issue.

Thanks,
Jonathan