• As reported, this only happens on iPhones
• Follow the steps below to help resolve the issue

1. Go to Reach Central > Other Account Info
2. Verify Caller ID Block is not enabled 
3. Ask the customer to reboot the iPhone
   • Press and hold down Power and Volume Down buttons at the same time until the Apple logo displays
   • Release the buttons and let it restart
4. After restart, the customer should
   • Turn mobile/cellular data and Wi-Fi off
   • Turn on airplane mode
   • Wait 30 seconds
   • Turn off airplane mode
   • Turn mobile/cellular data and Wi-Fi on
   • Disable / Enable Wi-Fi Calling
   • As a last resort, reset network settings

Important:

• If these steps do not resolve the issue, the customer must contact Apple Support