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StClaireUSA
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3 Messages

Thursday, April 16th, 2026 6:47 PM

My line is showing as Private Caller when I call out

The problem: When I make outgoing calls, the receiving party sees "Private Caller" or "Restricted " instead of my real phone number.

What I've tried:

· Checked all settings on my Samsung S21 (no Caller ID options available in the phone app)
· Spoke with a live agent on [DATE] who spent a long time troubleshooting
· Agent told me the issue was fixed and to restart my phone
· 1.5 hours later, after multiple restarts, the problem remains exactly the same

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20 days ago

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DreamSayerZ

Problem Solver

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990 Messages

21 days ago

@StClaireUSA 

How to Fix It on Android
  1. Open the Phone app (dialer).
  2. Tap the three-dot menu and select Settings.
  3. Tap Calling accounts or Supplementary services.
  4. Select your SIM card, then select Caller ID.
  5. Set it to Show Number or Network Default.

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StClaireUSA

Visitor

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3 Messages

I have 2 Samsung  a ZFold 5  &  a S21+ 5g & none of them have Calling Accounts nor Supplementary services as an option.in Settings

Zfold on Android 16  S21 on 15

I am using the Samsung Dialer, nothing fancy

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21 days ago

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XfinityGabriel

Official Employee

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3.2K Messages

 

StClaireUSA, Hi there! Thanks for reaching out and for sharing these details. You’re correct: on newer Samsung devices and recent Android versions (Android 15 and 16), the menu paths I shared earlier are no longer shown the same way, especially when using the Samsung Dialer. So you’re not missing anything—this is expected behavior on your Z Fold5 (Android 16) and S21+ 5G (Android 15). 

Because:

  • The option to control Caller ID is not exposed in the Samsung Dialer UI
  • The issue is happening on multiple devices
  • And it persisted after a restart

We would like to further troubleshoot this to get this fixed. Can you please confirm:

  1. Does every outgoing call show “Private / Restricted,” or only some?
  2. Is this happening on both devices and all numbers you call?
  3. Are you using Wi‑Fi Calling, cell service, or does it happen on both?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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20 days ago

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StClaireUSA

Visitor

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3 Messages

My Zfold which I call line 1 has no problems 

My S21+ 5g has , both with wifi calling & wifi turned off 

What ever numbers I call (receiver) will show on their screen "Restricted" when they go to their log aka Recents, it will show as Private Number , even if/when my number is in their contacts.

This makes my phone/line 2 totally worthless as people do not know it is me calling or when I call out others, they see Restricted & hang up 

Thanks for helping.

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20 days ago

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