topic Re: Not receiving any SMS after porting in in Network

Not receiving any SMS after porting in

leroylim — Fri, 25 Aug 2023 17:31:12 GMT

Hi everyone. I ported my number from Lycamobile today - all seems ok but I can now not receive any security verification texts which means apps like WhatsApp, online banking etc. aren't working. I have tried resetting my network settings to no avail.

I have also tried asking a contact to send SMS to me, but I am not receiving them too.

So far I am able to receive calls and make calls to local numbers fine and mobile data is working fine too.

It seems like another member had this issue too - https://community.three.co.uk/t5/Network/Not-receiving-security-texts-following-port/m-p/5202 and @PeteG helped out in this issue.

Re: Not receiving any SMS after porting in

Anonymous — Fri, 25 Aug 2023 17:53:27 GMT

This won’t help you much but I too ported my number in from Vodafone just two days ago and until I got a confirmation text from Three that the port was complete I also had issues with receiving texts. If you’ve not had a confirmation text I’d suggest you call 333 and ask what’s going on as apparently all ports should complete by 4pm but could take until 10pm although this is rare.

Good luck.

Re: Not receiving any SMS after porting in

MZone — Fri, 25 Aug 2023 18:47:09 GMT

Keep switch your phone off and back on. There are a few stages that happen in the background when number porting is happening and it can take all day to complete. If it’s not done by Tuesday then call them or speak to them on live chat as the number porting team probably don’t work on non working days.

Re: Not receiving any SMS after porting in

sc1999 — Fri, 25 Aug 2023 19:02:15 GMT

This is from 3's porting page and don't forget that Monday is a Bank Holiday.

When will my number be transferred?

If you give us your PAC code by 5pm on a working day, we’ll aim to transfer your number on the next working day.

The transfer may take 2 working days if we receive your PAC code after 5pm, or if we get it on a weekend or Bank Holiday.

You can also delay your transfer by up to 30 days by picking a switching date that suits you.

Please note that you’ll also need to make sure your new Three SIM is activated by 5pm on the last working day before your transfer takes place.

For example, if your transfer is scheduled to take place on a Monday, your SIM would need to be activated by 5pm on the previous Friday.

Re: Not receiving any SMS after porting in

Anonymous — Fri, 25 Aug 2023 19:10:56 GMT

Can’t imagine Three would leave a number port half done but what do I know. 🤷‍♂️? The best bet would be to call customer services if all remedial action fails. As I said earlier I literally ported my number in three days ago and once I got the confirmation text from Three telling me it was complete all was fine for me. I’ve no idea if leroylim has received such a text.

Re: Not receiving any SMS after porting in

leroylim — Sat, 26 Aug 2023 04:07:55 GMT

Hmm, I've tried restarting my phone on and off multiple times.

What's strange was on Friday at 8:43 AM, I've gotten this message:

Hi there - it's Three here. We'll be switching your number to Three tomorrow. We'll let you know when it's done. You can find info on the switching process on our website: three.co.uk/support/switching You'll also find details there about your right to compensation if there's a delay. Didn't ask us to switch your number? Get in touch: three.co.uk/contact-us

Then I received a message at 8:45 AM:

Hi there - it's Three here. We've successfully switched your number 07xxxxxxx to Three. Your old number won't work any more - so make sure you update your contacts.

Re: Not receiving any SMS after porting in

Anonymous — Sat, 26 Aug 2023 05:20:52 GMT

Strange! I had exactly the same two messsges. I contacted Three about the first one and was told to ignore it. Two hours later I received the second one and all was good.

Strongly recommend you call customer service.

Re: Not receiving any SMS after porting in

leroylim — Sat, 26 Aug 2023 09:47:30 GMT

I've just finished a live chat with a Three customer service representative who said he's escalating it to a specialist team who can fix it in 2 working days. Fingers crossed.

Re: Not receiving any SMS after porting in

Anonymous — Sat, 26 Aug 2023 09:49:30 GMT

Best way to go;something’s clearly gone belly up!

Re: Not receiving any SMS after porting in

Kiwizoo — Sun, 27 Aug 2023 22:07:58 GMT

Hi - I’m exactly the same as you. Have been in the Apple Store today and they reset network settings on my IPhone 14 and checked all my settings; they have confirmed it’s a Three issue, not a phone issue. I signed up just last week - they can’t even send me a verification text to open my 3 app! Tried instant messaging which was probably the worst 80 minutes of my life, shockingly inept. Went into a retail store and they basically shrugged and couldn’t offer a solution. I signed up for Broadband too (2 yr contact) This stuff is BASIC network hygiene, and it’s so so bad. No bank verification codes, can’t even get SMS over wifi! I’m going in tomorrow to cancel both services as I’m within my 14 day cooling off period. I’ve essentially signed up to something with the functionally of a brick.

Re: Not receiving any SMS after porting in

Anonymous — Mon, 28 Aug 2023 06:23:13 GMT

I too am new to Three having ported my number (successfully) less than a week ago. It’s hard to disagree with you as regards customer service. It’s very much a lottery largely dependent on who answers your call as to the level of help you get. My advice (based on nothing but my own experience) is forget online chat. It’s slow,laborious with frequent disconnections and scripted answers. If you’re speaking to someone (and some are extremely helpful) then the result are much better. I personally wouldn’t cash in my chips as regards leaving because the network itself is good. And you’ll pay a higher price for a similar package elsewhere.

I wish you good luck.

Re: Not receiving any SMS after porting in

JonathanB — Mon, 28 Aug 2023 15:30:39 GMT

Hi @leroylim,

I'm really sorry to hear that there's been this delay in your port fully completing. It sounds like they've raised a case with our porting team, and that this is on the way to being fixed. Please let me know if the team get this sorted for you.

Thanks,
Jonathan

Re: Not receiving any SMS after porting in

JonathanB — Mon, 28 Aug 2023 15:36:15 GMT

Hi @Kiwizoo,

I'm sorry to hear that there's been an issue with your number port affecting your incoming messages. I can understand your decision to cancel in the returns period, I appreciate it must be very disruptive to not be able to use messaging.

In case you change your mind I'll send you a PM to get you in touch with a team that can help. They'll need to raise the issue with our porting team, and it can take a couple of days, but it's definitely something that can be fixed.

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: Not receiving any SMS after porting in

leroylim — Wed, 30 Aug 2023 09:34:37 GMT

Hi Jonathan,

As of now, the SMS is still not working. I don't seem to be able to receive any SMS from any of the banks or any other senders outside of the Three network.

A few contacts sent me messages and they were not coming in. Meanwhile, I am still able to receive messages from within the Three network or by Three, but not any senders from outside.

If you could help with this, I would be very grateful.

Re: Not receiving any SMS after porting in

Anonymous — Wed, 30 Aug 2023 09:37:35 GMT

You ABSOLUTELY need to call customer service. Most of us on here are customers although there are some excellent moderators but I feel the quickest way to get yourself sorted is to go down the c/s route.

Best of luck.

Re: Not receiving any SMS after porting in

Bazza29 — Thu, 31 Aug 2023 10:46:19 GMT

I am having a similar problem porting from O2. Joined three on 22.08.2023, told the number port would be completed 24.08.2023. On 24th my old sim went dead and when making a call from my 3 sim my ported number appeared on the recipients device.

However when anyone called me there was nothing, no ringtone, no voicemail, no recorded message, just a dead line. I can text people and they receive the message from the ported number but when they text back I receive nothing.

I called three on 24th and they told me it would be resolved in 2 working days.

I called again on 29.08.23 and was told the same thing another 2 working days and it had been marked as priority.

It's now 31.08.23 I spoke to them today and they asked me is the porting now complete? I was bewildered they aren't doing anything just waiting and hoping it will work. After I informed the three rep that it isn't working he said OK please allow 2 working days I have marked this as priority.

I have ported my number many times before but never had any issues like this and the service and complete lack of accountability from three is astounding. The have even tried to blame the losing carrier for the issue.

Today they gave me a PAC code and advised if I can't wait I should try another carrier. Complete and utter shambles.

Did you get a resolution?

Re: Not receiving any SMS after porting in

Anonymous — Thu, 31 Aug 2023 10:54:30 GMT

Utterly astonishingly poor service!

Re: Not receiving any SMS after porting in

leroylim — Sun, 03 Sep 2023 13:44:50 GMT

Just an update. On 1st September, I received an update from the Three Social Media team with the below:

Morning Han,

I hope you're well.

I'm reaching out regarding our recent webchat and your SMS issues. As you know I raised this when we last spoke with our Technical Team and as of right now their investigation is still on-going.

Sadly this means I have no further updates on this for you, however I will chase this up with the team today and ask for your case to be prioritized. I know this is frustrating and I'll do my best to have this expedited for you. I appreciate your understanding here, I'll reach out as soon as I have an update, most likely Monday afternoon.
Let me know if you have any questions and I'll do my best to help.

Many thanks,
Rhiannon

Three UK
Social Media Advisor

Now just waiting to see if I have good news. Still, incoming texts are limited to only from Three now and not from other contacts.

Re: Not receiving any SMS after porting in

Anonymous — Sun, 03 Sep 2023 15:34:38 GMT

For me this wouldn’t inspire any confidence in the issue being resolved anytime soon. No one seems to take ownership of the issue just random prioritisation promises.
I wish you well.

Re: Not receiving any SMS after porting in

JohnD — Mon, 04 Sep 2023 11:41:51 GMT

Hey @leroylim

Sorry to hear that your issue is still ongoing.

If you've spoken with the Social team and Rhiannon has been in contact, I can assure you, the issue will be escalated fully.

I appreciate that it can feel like there isn't much happening, however, this will be actively followed up and if she's advised that she will be in contact today, you should receive an email soon.

Thanks

John D