topic Re: Split port? in Network

Split port?

andercall10895 — Fri, 29 Mar 2024 09:44:46 GMT

I purchased a phone from 3 around 2 months ago, it took close to a month for me to receive the phone and since then I have been unable to receive calls or texts from anyone who isn't on the 3 network after transferring my number from o2 (I believe this is a split port). I raised this with 3 and they opened a case file saying it would be sorted within 48 hours, this was 1 month ago... I was in contact with them throughout this month and am no further forward, I was then told today that it'll be resolved within 72 hours? To make things worse they have now taken the payment for my first bill, so i am now paying for a service that isn't being provided.

Anyone else had these issues?

Re: Split port?

MZone — Fri, 29 Mar 2024 09:59:40 GMT

Call 333 or go on live chat and ask to raise a complaint.

Re: Split port?

JonathanB — Mon, 01 Apr 2024 13:23:44 GMT

Hi @andercall10895,

We've recently resolved an issue which was causing delays in ports from o2. Are these issues still persisting, or was it fixed over the weekend?

Thanks,
Jonathan

Re: Split port?

Lisa88 — Mon, 24 Mar 2025 17:15:49 GMT

I now have this issue moved from 02 to three I have data but can’t make or receive calls???

Re: Split port?

JonathanB — Tue, 25 Mar 2025 11:24:10 GMT

Hi @Lisa88,

I'm sorry to hear there's been an issue with your number port. This will often right itself within 24 hours, so it's worth trying a reboot of your handset in case this brings your number back online with the Three SIM.

If this is still not corrected by now, you may have a split port. In this case, contact us here and the team will be able to raise this with our porting teams, who can work with the team at 02 to fix this for you.

In some cases of split ports, the calling and/or texting service may still be active on the old provider, so it may also be worth testing your old SIM in case this gives you service whilst the issue is investigated and resolved.

Thanks,
Jonathan

Re: Split port?

Lisa88 — Sat, 29 Mar 2025 10:48:44 GMT

This has been going on since last week now three just keep saying they are referring it to the technical team. Still no where with it??

Re: Split port?

PeteG — Sun, 30 Mar 2025 09:19:07 GMT

Hi, Lisa.

If it's had to be escalated to another team, it's likely that it's not a normal split port issue you're having. In some cases, the routing on the network doesn't get updated correctly when porting it. That'll often require the new network (Three) to have to reach out to the old network and work with them to complete the port in correctly.

Hopefully there's progress on it by Monday. If not, it might be worth chatting or calling the team again for an update.

Pete.