Number issues

[Natalie683]

Got my daughter a phone for Xmas and set it up ready for today. It comes on fine but the number when she rings us comes up with a different number to the one registered with the sim. I've now realised she didn't get the activation text once it was set up and I don't have the paper with the activation code on anymore. If I ring the number registered to the sim card it comes up on her phone as me, any ideas how to get this so that her actual number works?

[63johnw]

Hi @Natalie683  i am a bit confused, did you get her a new sky sim and activate it ? Did she already have a sky sim or are you trying to port her number from a different network to sky ? Her phone is working with a sky sim just not her old number ? If her old number is with Sky you can't port it from Sky sim to Sky sim so just use her old sim in the new phone. 

[Natalie683]

No it's her 1st phone, brand new number. I've since found an email saying everything was set up ready to go but when she rings or messages me, it's a different number that actually belongs to someone as when we've rang it, someone answered. If we ring or text the actual number she should have it comes through on her phone. We are very confused!

[63johnw]

That's a strange one @Natalie683  you could try the suggestions on here. 

https://www.sky.com/help/articles/mobile-data-and-picture-message-settings

if you have a physical sim card then you could try removing that and doing a phone reset if all else is failing. 

there is a limited help service from sky today and tomorrow, use the social media links at the bottom of this page. The only other option is to wait until the phone lines open again on Friday.