topic Re: Unable to receive calls/texts from Vodafone after Porting to Three in Network

Unable to receive calls/texts from Vodafone after Porting to Three

Scottology — Fri, 21 Apr 2023 14:05:49 GMT

Hi All,

Hoping for some further assistance if possible please.

I joined Three back in December 2022 and ported my number from Voxi/Vodafone.

First noticed an issue when someone was unable to text me as part of group messages (who was on Vodafone network), so tried a few things to resolve but was unable to receive any texts from that person. Otherwise everything else seemed fine.

However, my wife has just moved to Vodafone and is now unable to call or text me as well, which is obviously much more of an issue for me.

Texts don't go through and when trying to call it says number invalid, even though I can ring her directly and my correct number shows up.

All other networks (Three, EE and O2) can all contact me just fine.

Looking online it sounds like it could be a split port issue, where my number hasn't fully transferred from Vodafone.

I initially raised this to Three customer services and after completing a few checks, was advised it would be passed to the team to investigate. As part of this I reconfirmed my PAC code, so all sounded good.

I then received a text on 19th April saying the problem had been fixed and my services were working normally. This however, was not the case as I was still unable to receive calls/texts from Vodafone network.

I contacted customer services via live chat and was advised to wait another 24 hours.

The problem still hasn't been resolved today, so I've contacted live chat again and went through the same laborious checks around mast strength, signal on phone, wi-fi calling, whether the numbers are blocked etc. and was advised issue would be raised with relevant team.

How best can I try and resolve this as believe it's Three's responsibility according to Ofcom? Do I just need to persist with customer service or is there a more direct route to the technical and/or porting teams?

Seems to happen quite frequently from what I can tell, but no clear indication of how to resolve.

Thanks

Scott

Re: Unable to receive calls/texts from Vodafone after Porting to Three

techbloke — Fri, 21 Apr 2023 18:46:28 GMT

Hi @Scottology

You are correct that it's the gaining operator (in this case Three) that is responsible for correcting this for you.

Had a split port myself a couple of times when moving between service providers in the past with it taking three weeks on one occasion to get it sorted (this was a move from an O2 based service to an EE based service)

I'd probably be inclined to put your complaint in writing now https://www.three.co.uk/support/complaints/how-to-complain

If you are using an iPhone, also worth checking the directions here about iMessage https://support.apple.com/en-gb/HT201422 though I'd imagine you've done pretty much everything by now.

Think you've got the patience of a Saint, I'd have been firing off a complaint to their CEO by now.

All the best

Re: Unable to receive calls/texts from Vodafone after Porting to Three

Scottology — Mon, 24 Apr 2023 08:29:31 GMT

Thanks, I only really realised last week, so happy to give them a couple more days to see what happens.

Just thought it was strange that they text me to say all fixed, when it wasn't - and I wasn't overly impressed with the agent that I then subsequently spoke with, as they really didn't seem to understand the issue. Hopefully they re-raised this issue with the correct team.

I think raising a written complaint will be my next step.

Re: Unable to receive calls/texts from Vodafone after Porting to Three

Scottology — Tue, 25 Apr 2023 13:48:57 GMT

Spoke with an agent again today as still not resolved.

Apparently it is progressing and Three have emailed O2 to reroute the number (not sure why as I can already receive calls and texts from O2 network), but also to Vodafone to ask them to fully release the number.

Have been advised it will be completed today 25/04/2024 but that I won't receive any confirmation once complete and that I should restart my phone for it to fully take effect.

Shall wait and see what happens tomorrow.

Re: Unable to receive calls/texts from Vodafone after Porting to Three

JonathanB — Wed, 10 May 2023 09:53:46 GMT

Hi Scott,

I'm sorry to hear that you've been affected by a split port, I know this can be really frustrating as you won't be able to consistently receive calls and/or messages whilst this is going on. Did the team manage to get this resolved after your last post about this?

If it's still happening let me know and I'll do my best to help get this escalated for you.

Thanks,
JonathanB

Re: Unable to receive calls/texts from Vodafone after Porting to Three

Pollygall — Wed, 10 May 2023 10:40:33 GMT

My number just transferred over this morning and i'm not receiving ANY sms messages at all - and i need them for some of my work applications (for secondary authorisation). I tried turning off and on the RCS feeds as in one of your other posts but it's not doing anything. Any other suggestions?

Re: Unable to receive calls/texts from Vodafone after Porting to Three

JonathanB — Thu, 11 May 2023 12:50:21 GMT

Hi @Pollygall,

Although the transfer from one network to another is usually very quick, It can sometimes take up to midnight for all services to fully move between providers. Hopefully your messaging is now working, and if not switching the phone off and on again will often fix an issue like this.

If this still isn't working I'd check if you're still receiving any level of service on the old provider's SIM, if your messages are still arriving there then that would indicate you have a similar issue to Scott who created this thread.

Does this only seem to relate to messaging and not calling or data?
Can you let me know what make and model of phone you use?

Thanks,
JonathanB

Re: Unable to receive calls/texts from Vodafone after Porting to Three

pj2412 — Wed, 07 Jun 2023 19:12:54 GMT

Hi Scott,

Did this ever get resolved? I’m in the same situation and looking to get some kind of light at the end of tunnel…

Re: Unable to receive calls/texts from Vodafone after Porting to Three

Scottology — Wed, 07 Jun 2023 19:21:21 GMT

Hi, yes it got resolved on the day of my last post, so only took 5 days from when I first raised the issue. I'd definitely suggest telling the customer team that you believe its a split port and make sure its passed through to the right team. Maybe I was lucky as I've heard some people taking weeks.

Re: Unable to receive calls/texts from Vodafone after Porting to Three

Adellle — Mon, 19 Jun 2023 11:41:28 GMT

Hi,

I'm having exactly the same issue - and not getting anywhere - can you help?

Thanks

Re: Unable to receive calls/texts from Vodafone after Porting to Three

pj2412 — Tue, 20 Jun 2023 05:58:42 GMT

I got it sorted by emailing the CEO & CCO of three, it wont let me post email addresses on here but they're easy to find on google.

Re: Unable to receive calls/texts from Vodafone after Porting to Three

EveH — Tue, 15 Aug 2023 11:08:32 GMT

Please can you help, I have the same issue. Just spent an hour trying to explain on Three Chat and could not get through to him the problem. Copied and pasted the conversation.

I had my number ported this morning, can make and receive calls and messages but not receive either.

I need a text message to verify my work account, I am a local borough Councillor and need to get into it to attend a Planning Committee meeting tomorrow..

I was transferred from Vodafone.

Regards

Eve

Re: Unable to receive calls/texts from Vodafone after Porting to Three

cpleigh2000 — Wed, 16 Aug 2023 19:56:16 GMT

Glad you got sorted on this matter. I ported from O2 to 3 back in November 2022 with no resolution. I have spoken both to support on live chat, support on the phone, and complaints team on the phone. I have been notified on at least four occasions that the issue has been resolved and to test. After asking a friend to call me, they still get call failed. The confusing part of my issue is that I was with Vodafone for a significant number of years, moved to Voxi for twelve months then to O2. After a few months with O2, I moved to 3 due to poor network Coverage. Unfortunately after the last move, I realised I could not receive calls or text from Vodafone customers. Any advice please and thanks.

Re: Unable to receive calls/texts from Vodafone after Porting to Three

pj2412 — Thu, 17 Aug 2023 09:19:50 GMT

Chat and customer service were useless the only way I got any action was by emailing the CEO & CCO of three, it wont let me post email addresses on here but they're easy to find on google. They then forwarded my complaint to someone who got things moving.

Re: Unable to receive calls/texts from Vodafone after Porting to Three

JonathanB — Thu, 17 Aug 2023 10:32:49 GMT

Hi @cpleigh2000,

I'm sorry to hear this has been going on for so long now. I've sent you details to get you in touch with some help by PM.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Unable to receive calls/texts from Vodafone after Porting to Three

Sarahhughes — Sun, 08 Oct 2023 12:38:36 GMT

Were you able to solve this as I am now having the same issues after porting number from lyca Ee

Re: Unable to receive calls/texts from Vodafone after Porting to Three

JonathanB — Mon, 09 Oct 2023 17:04:13 GMT

Hi @Sarahhughes,

Unfortunately Lyca were subject to a cyberattack last week which has affected many of their core systems, as well as delaying any ports from their network. We're aware of these issues and are working with them to process any ports as soon as possible.

Thanks,
Jonathan

Re: Unable to receive calls/texts from Vodafone after Porting to Three

wasiuleq — Sat, 11 Nov 2023 20:14:38 GMT

Im having exact same issue!

Re: Unable to receive calls/texts from Vodafone after Porting to Three

JohnM — Wed, 15 Nov 2023 09:42:23 GMT

Hey @wasiuleq

Oh no this isn't ideal!

I have sent you a private message with more information on this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

John M

Re: Unable to receive calls/texts from Vodafone after Porting to Three

RickyP — Wed, 14 Feb 2024 13:39:32 GMT

Also having the same issue. Any help please?