"My Number - Unknown" appears instead of the user's number on the BlackBerry smartphone

Article ID: KB01889

Type: Support Content

Last Modified: 05-17-2012

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
CollapseEnvironment
  • BlackBerry® smartphones
CollapseOverview

When the phone application is opened on a BlackBerry smartphone, the phone number appears as My Number: Unknown. This may also result in a missing phone number in BlackBerry Manager or the BlackBerry Administration Service.

Complete the following steps to correct this behavior: 

Step 1 - The smartphone draws the phone number from the SIM card. If the information is not populated on the SIM card, the smartphone will show the phone number as Unknown.

Type the phone number on the SIM card.

  1. Make sure the smartphone is running the most recent version of the BlackBerry® Device Software.
  2. From the Home screen of the smartphone, click Options.
  3. Click Advanced Settings > SIM Card.
  4. Highlight the phone number.
  5. Display the menu and click Edit SIM Phone Number. If this option does not appear in the menu, see Resolution 2.
  6. Enter the correct phone number, and then click the trackball or trackwheel.
  7. Restart the smartphone. The phone number should appear in the Phone application.

Step 2 - The SIM card was not provisioned for the smartphone to recognize the phone number.

Contact the service provider to run a SIM update.

  1. Make sure the smartphone is running the most recent version of the BlackBerry Device Software.
  2. Contact the service provider to run a SIM update.
  3. Restart the smartphone. The phone number should appear in the Phone application.

    Note: The phone number might not immediately be pushed to a new smartphone.


Step 3- SIM cards are capable of storing two phone numbers. The smartphone only reads the phone number in slot one of the SIM card. If the phone number has been programmed into slot two, the smartphone will show the phone number as Unknown.

Contact the wireless service provider to have the SIM card reprogrammed with the phone number in slot one.

CollapseAdditional Information

Make sure the smartphone is set to display the correct phone number by completing the following steps:

  1. Open the phone application or the call log.
  2. Display the menu and click Options > General Options.
  3. Set the Show "My Number" field to Yes.
  4. Display the menu and click Save.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.