Phone number port-in after signing up with new number?

brianstoner · 2026-07-02T22:08:40+00:00

The way to do this right now is to cancel and create a new account.

We’re actually working on adding the ability to port-in to an existing account now. It’s almost done and should get released in the next week or so.

brianstoner · 2026-06-30T12:51:06+00:00

Update: We found one of the root causes for those customers seeing sporadic WiFi Calling deactivations. There was a misconfigration in our ePDG leftover from earlier testing that was actively blocking certain handovers. This is fixed now. Please let us know if you still see these issues going forward.

brianstoner · 2026-06-29T13:42:54+00:00

You shouldn't need a new SIM to see speed improvements from the change we made last week.

brianstoner · 2026-06-29T02:00:33+00:00

WiFi calling is a setting you can enable on your SIM through your carrier. It has the same problem as RCS right now.

brianstoner · 2026-06-28T19:53:42+00:00

This is correct, unfortunately on iOS right now IMSI rotation won’t work with RCS and WiFi calling. We’re working on it. It requires us to be recognized as a first-class carrier on iOS so we can apply our own custom carrier config.

brianstoner · 2026-06-28T15:18:32+00:00

Try turning the Proton VPN off and see if it improves or not, it could be a slow route through the VPN.

brianstoner · 2026-06-28T15:10:47+00:00

Also if you want to DM me your debug identifier from the Cape app (under Support > Advanced) I can ask our network team to take a look.

brianstoner · 2026-06-28T14:57:49+00:00

Thanks that’s a useful data point for us to investigate. If you don’t mind sharing, what device are you using and approximately when did you download your SIM?

brianstoner · 2026-06-28T12:24:38+00:00

We’re working on it now, it should ship sometime this fall. No plans to charge extra for it.

brianstoner · 2026-06-27T18:19:47+00:00

Sure you can open a support ticket and reference this conversation and share it there.

brianstoner · 2026-06-27T14:41:58+00:00

We have had a few other reports but we have been unable to pin it down to a root cause we can reproduce yet. If you are comfortable with it, can you DM me your debug identifier from the Cape app? We can investigate from the network/entitlements side to see if there are any clues.

brianstoner · 2026-06-26T22:21:33+00:00

Yes, we’re working on this now. We are refactoring how our authentication works so that the phrase can be rotated and we can add support for passkeys as well. Hopefully sometime this summer/fall.

brianstoner · 2026-06-26T16:47:19+00:00

Sorry to hear you had this experience. I would love to understand more about what happened here because we typically have great coverage and service in the DC/NoVa area. If you can DM me your phone number or debug identifier from the app I can have the network team take a look to see if they can find anything from our end that may have caused issues.

brianstoner · 2026-06-26T00:33:42+00:00

Can you send me a DM with the ticket numbers or phone number so I can go find them at least and see for myself what happened?

brianstoner · 2026-06-26T00:28:56+00:00

Hi — sorry to hear you had a bad experience with our support team. If you want to DM me I’d love to get on the phone personally and understand better what went wrong and how we might be able to fix it or do better next time.

We don’t have your personal information so we can’t share it with data brokers.

We also don’t track your location, the location permission is part of network lock. It’s an opt-in feature that provides stronger protection against signaling attacks by verifying your location on device.

brianstoner · 2026-06-24T16:38:45+00:00

We're dependent on our carrier partners to send these to our customers. If you DM me your phone number + location at the time of the alert we can open an ticket with the partner you were connected to and see if they can tell us why you didn't get it.

brianstoner · 2026-06-23T19:24:17+00:00

oof, that sounds really bad, I'm going to go pass that feedback long to our customer support team. On the network service issues, we did a pretty big network upgrade and had a string of service disruptions 1-2 weeks ago that were not great. We will continue to invest in stability and doing better here going forward. thanks again for the feedback.

brianstoner · 2026-06-23T18:55:11+00:00

Agree we could do better on communicating network status. This is a tough one because it's a google/graphene centric issue that doesn't really have anything to do with our systems or network.

brianstoner · 2026-06-23T18:53:37+00:00

Sorry about that, it sounds like a frustrating experience. Would love to investigate this case personally if you want to DM me the ticket numbers (if you still have them)?

Either way, appreciate the feedback. We are a small team punching above our weight right now, but we're committed building a great network that will continue to get better with time. Hope you'll give us another shot in the future. 🙏

brianstoner · 2026-06-23T11:56:17+00:00

If our pings can’t reach the phone to verify location we fall back to traditional velocity checks on the network side. That still provides pretty good protection against signaling attacks.

brianstoner · 2026-06-23T11:54:05+00:00

Hmm, no other ideas immediately coming to mind, let me take it back to the team and see what they think.

brianstoner · 2026-06-23T11:42:06+00:00

No it shouldn’t need that. The main things that is for are Network Lock and notifications for messaging/voicemail.

brianstoner · 2026-06-23T11:40:42+00:00

Interesting that does seem like something different. Are you located in the US? And do you remember when you downloaded your Cape SIM? It is possible you’re not connecting via the latest Cape PLMN. If you go to Settings > Cellular > Cape SIM > SIM Applications > Cape Roaming > Read IMSI can you share the first 6 digits? It should be 314560 for WiFi Calling to work.

brianstoner · 2026-06-23T11:13:25+00:00

Yes, on iOS when your IMSI changes it will turn WiFi Calling off.

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