Can't deregister old iPhone 7+ number on new iPhone Xs.

I just got a new iPhone Xs from T-Mobile with a new phone number. I didn't deactivate iMessage and FaceTime on my old AT&T iPhone 7+. Now, iMessage and FaceTime have my old number on my new phone (see attached). Following the instructions on the website, I put in the old number to deactivate and never got a text with the code, as the code is likely going to the old phone. This process makes no sense at all. Please help me as I have many friends who iMessage me, and I want to start using FaceTime more. Thank you.


iPhone XS

Posted on Jan 10, 2019 8:46 PM

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4 replies

Jan 12, 2019 2:51 PM in response to billh11103

Hello billh11103,


Thanks for using Apple Support Communities. It sounds like you’re having trouble removing a phone number. I’m happy to help. To start, You’ll want to follow the steps in the article below:


Add or remove your phone number in Messages or FaceTime - Apple Support


You’ll also want to make sure your phone number is showing correctly when you tap Settings > Phone.


Should you still be unable to remove your old number, you’ll want to contact Apple Support.


Take care.

Jan 12, 2019 7:49 PM in response to Leanne_68

I followed the steps above, basically changing my Apple ID password. But the number is still listed in both my iPhone and my iPad. I no longer have that number, as I've switched carriers and numbers, even after shutting down and restarting both the phone and the iPad.


When I click on Edit in Settings>Phone>My Name (Apple ID)>Name, Phone Numbers, Email>Reachable At, I get this message:



I then click on Learn More, and get this:



I then enter the number I want to delete (my old phone number) but I never get a code at my new number. When I click on Didn't receive a code? it takes me to a page than then refers me right back to this page!


This process is absolutely ridiculous! It shouldn't be so difficult to remove a number that is no longer in service. It's actually infuriating! I want my old number removed from my Apple ID or whatever needs to happen immediately, as the number will soon get given out to a new customer at AT&T, my old phone provider.


What do I need to do to make this happen? As your online instructions clearly don't work!


Thanks


Feb 5, 2019 10:08 AM in response to brenden dv

I called Apple Support today and they were unable to help. The first guy seemed to understand the problem, but was unable to fix it as the tool to remove the number (which comes up as challenged) was no longer available to him. He then transferred me to another, more senior tech guy who said I need to talk to T-Mobile because I have a dual SIM card. I called T-Mobile and they said that wasn't the problem and that I need to go to an Apple Store, of which there are none close by. This is very frustrating and is really turning me off Apple products, in general.

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Can't deregister old iPhone 7+ number on new iPhone Xs.

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