Hide caller ID not working on Xperia XA

[N16hTf1R3]

Hello,

my girlfriend has bought the Xperia XA in September.

This phone is running well but the only problem is: She can't hide the caller ID in the settings.

It works with an external App but she doesn't like this way to install an extra App for this function.

I hope one of you can help me or can tell me how to fix this problem!

Thanks for help!

[Jonas]

Hi @N16hTf1R3, welcome to our community!

I'm sorry to hear about your girlfriends phone.

Is the setting to hide her number enabled in Settings > Call > Additional settings > Caller ID? If it is, could you try with another SIM card in her phone, maybe you have the same size in your phone and you can just mount it in her phone and see if there is any change.

Let me know how that goes!

[N16hTf1R3]

Hi Jonas! 

Sorry for the late response. 

Yes, the setting to hide the number is enabled in the settings and we have tested 3 different SIM cards also from different Providers but still the same problem. 

The employees from the shop told us that its a known problem from Sony and they are working on a update for this problem but it seems that we are the only one with this kind of problem. 

We tested a brand new Xperia XA in the shop if it have the same problem, like this one of my girlfriend, but on the new one it worked fine. 

If you need more information about the phone please let me know 

best regards 

[Jonas]

Hi again!

Since you have already tried with different SIM cards, I would recommend that your girlfriend performs a software repair using Xperia Companion. If this is caused by the software in the phone this should solve that and she will be able to hide her phone number again.

Do note that this repair will delete all data stored on the internal storage in the phone and reinstall the latest available software, so it's advised to backup using Xperia Companion before starting with the repair process.

Keep me posted!

[N16hTf1R3]

Hey Jonas, 

we used the software repaire from Xperia Companion two times but still the same problem.  

We also made a hard reset several times but nothing works.  

Please help  

Have a great evening 

[Jonas]

Hello again!

That sounds very strange, sorry to hear that.

She should be able to contact her operator and ask them to always hide her number when calling with her phone. You can also check with them if they can see what happens after the number has been dialed, if it's sending the wrong information since the setting in the phone isn't working as it should, however this is still something that is controlled by the network.

[N16hTf1R3]

Hello Jonas, 

it's a pity that you can't help us  

We were already at the operator and ask if it is a problem from them. 

But they checked everything and and told us that it should work fine. 

I think it's a bug from Android or from the Stock-Sony-Dialer on the Phone. 

Because in a newer phone, like already told, it worked without problems. 

Is there any way to flash or install a complete stock Android from Sony? 

We tried everything but everyone is sending us back and forth  

i hope you can help us 

[Jonas]

Hi again, sorry for the late reply!

I understand your frustration.

How the number is shown for the counterpart is based on the network and your service provider may be able to enable a feature on your girlfriends subscription so that her number is not shown for the counterpart in all calls. They can do this in the Nordic region where I'm located, so I can't guarantee that it's the same for where you live.

Have you been in contact with your Local support team or your retailer and see if they can replace the phone since it's a new device?

When you perform the software repair that you have already done twice, the software in the phone is deleted and the latest available software is reinstalled in the phone.

Keep me posted and I really do hope we can this resolved.

[N16hTf1R3]

Hi Jonas! 

Sorry again for the late reply. Had a lot to do at work  

My Girlfriend called Sony about this problem multiple times.

They told her that it doesn't bring much to send the Phone to Sony for repair.

If you want i can give you the Service Request number.

We are located in Germany, for your information.

The retailer said we need a declaration from your side that it is a not repairable error, otherwise they will not change the phone or take it back. 

Thanks for your help and have a nice evening

Best regards  

[Jonas]

Hi again!

No problem at all, my  answer is a bit late as well since Monday was a day off!

I'm afraid that my German is extremely limited, so I'm not sure that I will understand anything in the conversation with your Local support team. (I assume the conversation with your local support team is in German).

There is no way for her operator to enable any setting on her subscription plan to make all outgoing calls hide her phone number?

I'm afraid that I won't be able to provide such a declaration, however your Local support team is more suited to answer such a question since they are the experts on your market and are well informed on consumer laws and so forth.

If an authorized service centre can find and repair the phone is also very hard for me to answer before the phone is examined.

I'm very sorry for the inconvenience!