mybt showing wrong mobile phone

[jpadeutsch]

I recently upgraded to BT Plus and transfered my mobile from virgin to BT. A few days after eventually getting my number transfered I got a new phone. In the SIM and phone details in mybt it still shows the old phone and so far BT have not been able to correct this. Any suggestions please.

[Dean007 · Accepted solution]

HI @jpadeutsch

Normally a little housekeeping sorts out the wrong handset being displayed, people in the past have been able to prompt the BT system to notice the handset change by doing the following 

• In your current handset turn off and remove SIM (if its an iPhone Turn off iMessage before turning off)
• If you still have your old handset - ensure its turned off and put your SIM in and turn on.
• (if you do not have an alternative handset place SIM back in current handset- leaving iMessage off if its an iPhone)
• Send a text message to anyone ( do not use whats app or iMessage)
• Remove SIM from old handset and place in the new/current handset, and turn on
• Send another text message 
• If you are using an iPhone - enable iMessage again

it can take a while for the system to notice the change..

[jpadeutsch]

Thanks Dean. That worked nearly. It has now updated to show the new phone, but the details are not totally correct. WiFi and 4G calling are shown as not compatible, but they are compatible and available. In fact all calls I have made today used WiFi calling.

[Dean007]

Hi @jpadeutsch

Almost good news then

What handset are you using? BT only offically support the A8 (2018) , S9/S9+ and iPhones 5S and above. But depending on the firmware it has installed on the handset it may work on others...  

Wi-Fi & 4G calling is now enabled on all SIM's so if it's not one of the able but the software allows it then it "may" work but they won't gaurantee it.

BT Wi-Fi & 4G Calling

[jpadeutsch]

Hi Dean. It is a Moto E5. BT mobile confirmed to me several days ago that WiFi and 4G calling are available on this, and as I said before before, WiFi calling is certainly working.

[davelane85]

I have the same issue

I tried the steps as outlined here but still after a few weeks it still hasn’t updated

[jetk]

Tried this solution of sending texts. I changed my phone over a year. I have removed SIm several times, It has even been out of the phone for 3 weeks. I have sent and received texts. However, MyBT has not updated. Phone is a Moto Z.  Is there any other solutions. Does the BT mobile app need settings to be set to specific conditions.

[DJG_Shef]

This clearly works for some but in the common situation of where a new phone is acquired and the old one exchanged or lost, it doesn't. I'm concerned that the IMEI number is wrong and whether this will be an issue at any point in the future.

[Oldgiteggy]

Hi, noticed that my device and IMEI are wrong too, wondered why 4G and Wifi calling were not included, even though both work on my Samsung J6. Not good when your signal disappears whilst working from home.

[Oldgiteggy]

Had a new replacement SIM a week ago for my Samsung J6. Even after activation,  MyBT still showing wrong phone - Huawei MediaPad T1 8.0 Pro, whatever that is?

The IMEI is still wrong, old SIM serial number showing and my phone is down as incompatible for 4G and WiFi calling, even though they both seem to work. Not sure if this is slowing everything down? Not sure if the PUK will work, if I ever needed it? Does it mean that I am not getting 4G with Halo?