Caller ID issue on Windows Phone 8

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kiwijoey

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Topic # 115739 4-Apr-2013 22:44

Hi, I've recently changed from an iPhone to a Nokia Lumia 620 (from Noel Leeming) running Windows Phone 8 (version 8.0.10211.204), and love the interface! However, I noticed a small glitch that's really annoying...the phone doesn't seem to recognise six-digit mobile numbers, and instead of displaying the contact name from the phone book on an inbound call, it just shows the phone number. For example:

+64 21 1234567 (displays name ok)
021 1234567 (displays name ok)
+64 21 123456 (not recognised, only displays phone number)
021 123456 (not recognised, only displays phone number)

I pinged Nokia Care, and got the following response:

"Thank you for writing Nokia Careline.

We understand that you are having a concern with the contact number on your Nokia Lumia 620.

The issue arises because the software uses the last 9 digits of the number to recognize the contact and some New Zealand mobile numbers are only 9 digits long. A workaround is to change the number saved in contacts from +6421xxxxxx to 021xxxxxx.

You may also check if there is an available updates for your phone. Updating to the latest version of your phone may resolve your issue. You can check for the availability of Lumia software updates in your region from the link below:

http://www.nokia.com/global/support/software-update/lumia-software-update/

Please feel free to write back to us if you need assistance with Nokia products and services. You may also contact one of our friendly Technical Support Executives at 0800 665 421 from 9am to 5pm, NZT, Monday to Friday, closed on national public holidays. For online assistance, please visit ‘Contact us’ page at our website http://www.nokia.com/nz-en/support/contact/contactus/"

Has anyone else encountered this problem with Windows Phone 8 (on Nokia or other brands)?

Thanks

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Reply # 793605 4-Apr-2013 23:10

This is a known issue due to these handsets not running a NZ WP8 ROM image being parallel imported

we are working with Nokia to get these updated over the air with the correct radio stack chipset firmware which will correct this issue

kiwijoey

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Reply # 794115 5-Apr-2013 22:03

That's great news, look forward to the update! I avoided the usual parallel importers and bought from Noel Leeming thinking (obviously mistakenly!) that these would be officially stocked phones, but I guess they must bring them in as well (though I thought Noel Leeming was a NZ chain)...

Many thanks for your prompt response!

sm250

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Reply # 794487 7-Apr-2013 08:48

My understanding is that the Nokia Lumia 620 is not parallel imported, it's just the way that Nokia are attempting to sell things, which I think is a good idea.

The issue is not being parallel imported anyway, there is no New Zealand firmware for the Lumia 620.

This has created a couple of problems: - the first one you have identified, that phone numbers are incorrectly assigned. This is a problem for the 2° W1 windows phone as well, also not parallel imported.

- Secondly the app highlights are for Australia and not New Zealand.

The Nokia care people are wrong to suggest that you can solve the issue by changing the numbers. First off, you shouldn't have to do that, you don't have to do it on any other phone, and secondly it doesn't actually work.

Fundamentally there should not be this problem in windows phone. Even Australian firmware should be able to cope with New Zealand phone numbers, occasionally people do come over here on holiday.

Interestingly this problem did not exist in windows phone 7.5 at least with parallel imported Samsung's.

I hope this can be resolved quickly, as it gives people a very poor impression of the phone.

Stefan

nathan

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Reply # 794488 7-Apr-2013 08:54

A workaround until this is addressed with a radio stack chipset update is to save both formats of numbers to your contacts

+6421xxx and 021xxx

nathan

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Reply # 794494 7-Apr-2013 09:11

For the Australian App Highlights, change the phone region from Australia to New Zealand

kiwijoey

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Reply # 801278 18-Apr-2013 07:19

Hi Nathan

I just installed a Nokia update to Windows phone last night, but didn't fix the issue. However, I noticed the Lumia 520 is now available through the Vodafone NZ website, and wondered if the 520 has the same issue as well. Presumably, Vodafone NZ would have official NZ phones, so should be suited for our phone numbers?

Thanks

freitasm

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Reply # 801286 18-Apr-2013 07:48

The update was a Nokia firmware update, not a Microsoft OS update...

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nathan

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Reply # 801333 18-Apr-2013 09:36

freitasm: The update was a Nokia firmware update, not a Microsoft OS update...

and the fix for this problem is not an Microsoft OS update

nathan

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Reply # 801335 18-Apr-2013 09:37

kiwijoey: Hi Nathan

I just installed a Nokia update to Windows phone last night, but didn't fix the issue. However, I noticed the Lumia 520 is now available through the Vodafone NZ website, and wondered if the 520 has the same issue as well. Presumably, Vodafone NZ would have official NZ phones, so should be suited for our phone numbers?

Thanks

i haven't played with a retail 520 yet to check on this, buy will try to get my hands on one for a look

freitasm

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Reply # 801336 18-Apr-2013 09:37

One person supports this post

Wait, what?

Who needs to update what to get this going then? What's the problem exactly?

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kiwijoey

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Reply # 801865 18-Apr-2013 20:13

The Lumia 620 seems to only recognise seven digit mobile numbers, so the phone doesn't display the contact name when someone calls, even if the number is in the contact address book. For example, if a person is (021) 123-456, then not recognised when they call. If the person is (021) 123-4567, then that's fine. The problem occurs whether the entry in the address book includes the +64 country code or not.

Of course, most of my contacts are in IT, so mostly six-digit mobile numbers from way back.

I confirmed with Nokia that the Lumia 620 was officially launched in NZ before purchasing, bought it from Noel Leeming, and when I raised it with Nokia Care when I discovered the problem, they informed me what the problem was and told me to *wait* for the next firmware update in the *hope* that this will be fixed.

However, with the Lumia 520 out now, and if I can confirm it doesn't have the same problem, then will look at returning the 620 and getting a 520.

HTH

mehuls

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Reply # 811237 4-May-2013 17:25

Hi

I have been using the Huawei Ascend W1 for the last couple of days and have experienced similar issues.

This is what I have noticed.

When the contact is stored with 022xxx, the caller id works fine. But an SMS will not find the name from the address book.
When the contact is stored with +6422xxx, the called id fails but SMS's from that number will find the name from the address book.

The work around which was mentioned is to store both versions of the number in the address book but this is not acceptable.

Thanks

grant_k

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Reply # 811240 4-May-2013 17:33

mehuls: Hi

I have been using the Huawei Ascend W1 for the last couple of days and have experienced similar issues.

This is what I have noticed.

When the contact is stored with 022xxx, the caller id works fine. But an SMS will not find the name from the address book.
When the contact is stored with +6422xxx, the called id fails but SMS's from that number will find the name from the address book.

The work around which was mentioned is to store both versions of the number in the address book but this is not acceptable.

Thanks

I have just bought a Nokia Lumia 720 with WP8 firmware intended for Hong Kong. All of my phone numbers are stored in +64xxx format, and all of them are recognised correctly for Caller ID and SMS. It must be something specific with the firmware in your Huawei.

kiwijoey

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Reply # 811275 4-May-2013 18:36

That's interesting...I originally posted as I had a similar problem with the Lumia 620, designed (presumably) for the Australian market...is there a way to check which country's firmware is installed on the phone?

grant_k

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Reply # 811395 4-May-2013 23:10

kiwijoey: That's interesting...I originally posted as I had a similar problem with the Lumia 620, designed (presumably) for the Australian market...is there a way to check which country's firmware is installed on the phone?

The things which indicated that the phone was intended for Hong Kong were as follows:
- Default Time Zone setting
- Alternate Keyboard Languages
- A public transport app for Hong Kong and a couple of Chinese language apps
- An item under Settings called "extras+info" which gives the Manufacturer Name as RM-885_apac_hong_kong_235 and Mobile Operator 000-HK

Have a look and see if there are any similar clues with your phone.

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