topic Re: Split / Partial Port Issue in Network

Split / Partial Port Issue

atharvanj — Thu, 05 Oct 2023 11:53:50 GMT

I recently ported to Three from Lycamobile. The porting process was partially completed. Whenever I call someone from my Three sim, they can see my ported number. However, when someone calls me, it goes to my Lycamobile sim.

I have chased up a lot with customer care executives but no luck. I have tried inputting my number, resetting network settings, literally everything that they asked me to.

Can anyone please help me with this? My Lycamobile plan will end in a few days and I won't be able to receive any calls or text messages after that.

Re: Split / Partial Port Issue

Avondale — Fri, 06 Oct 2023 15:22:34 GMT

@atharvanj

You need to contact Customer Services on 333.

Re: Split / Partial Port Issue

atharvanj — Fri, 06 Oct 2023 17:03:08 GMT

Hi @Avondale ,

Thanks for your reply. I did try 333. However, it didn't allow me to connect to a customer care executive. It just asked me to use the live chat feature or register for a call back within 72 hours which I did but didn't receive anything.

Re: Split / Partial Port Issue

Avondale — Sat, 07 Oct 2023 20:42:50 GMT

@atharvanj

What was the timescale for your "recent" port ? The problems might be outside of Three's influence :-

Lyca Mobile UK Confirm Cyber Attack Responsible for Disruption - ISPreview UK

Lyca Mobile UK Users Report Connectivity and Support Woes UPDATE2 - ISPreview UK

Re: Split / Partial Port Issue

atharvanj — Sun, 08 Oct 2023 16:26:19 GMT

Yes, you're probably right. I read about this as well. The port was supposed to happen on 3rd October which coincides with the issue. I'll keep an eye for updates.

Thanks

Re: Split / Partial Port Issue

JonathanB — Mon, 09 Oct 2023 16:07:40 GMT

Hi @atharvanj,

I'm sorry for the delays with this. We're aware of a number of delayed ports from Lyca early last week, and are hoping to have the affected numbers over to Three soon on the last update. Unfortunately it does appear to be linked to the issue mentioned by @Avondale above.

Thanks,
Jonathan

Re: Split / Partial Port Issue

atharvanj — Mon, 09 Oct 2023 19:18:18 GMT

Hi @JonathanB ,

Thank you very much for the update.

Regards,

Atharva

Re: Split / Partial Port Issue

LLL — Wed, 18 Oct 2023 14:06:11 GMT

Hi, I have the same problem since yesterday, have you sorted it out?

Re: Split / Partial Port Issue

atharvanj — Wed, 18 Oct 2023 18:36:53 GMT

Hi,

Yes the issue has been sorted out. Continuously follow up with customer care and ask them for a complaint reference number and quote that for all correspondence.

Re: Split / Partial Port Issue

JonathanB — Thu, 19 Oct 2023 17:03:06 GMT

Hi @atharvanj,

I'm glad to hear this has been fixed for you. I'm sorry to hear you felt the need to make a complaint but I understand your reasoning. As I mentioned previously the issue was known to us and is being resolved for every affected customer as quickly as possible.

Thanks,
Jonathan

Re: Split / Partial Port Issue

JonathanB — Thu, 19 Oct 2023 17:07:52 GMT

Hi @LLL,

It sounds like this is the same issue based on what you've shared in your other posts, in which case it should be resolved soon, but I've sent you a PM to get you in touch with one of our support teams too.

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: Split / Partial Port Issue

atharvanj — Sun, 22 Oct 2023 18:02:03 GMT

Hi Jonathan,

I had raised the complaint before your response and it helped me track since I wasn't able to receive calls/texts for a few days. But everyone has been incredibly helpful and I'm thankful for that.

Thank you very much for your support.

Regards,

Atharva

Re: Split / Partial Port Issue

paulwinyard — Mon, 23 Oct 2023 12:59:31 GMT

I've had the same problem this weekend (21-22 Oct). Was supposed to port from Lycamobile to Three on Friday 20th but nothing happened until this morning. Now my three Sim will answer calls to the number I ported in but I can't dial out and there is no internet. On top of that, neither the 3 app on my phone, nor my browser will allow access to the account- they both ask to re-register which is fine after the computer upgrades this weekend but then I get the message 'Somethings gone wrong. Please come back later and try again'.

At the same time, I can't dial 333 because I get the message "Sorry it has not been possible to connect your call. Please try again later". And, the online chat won't connect!

All very sad, I wanted to try three to see if the network coverage is better now (always terrible in the past in my bit of West London) but this is not a good start!

Paul

Re: Split / Partial Port Issue

paulwinyard — Mon, 23 Oct 2023 13:05:52 GMT

Forgot to add, I've 'come back later' three times already, with no luck

Re: Split / Partial Port Issue

JonathanB — Tue, 24 Oct 2023 15:57:41 GMT

Hi @paulwinyard,

I'm sorry to hear that you've had such a shaky start with Three. Based on your post I believe these are known issues we're working on. Lyca had an issue where ports throughout October have been delayed. And if you've just been affected by the system update that may also explain the issue with your allowances.

I've sent you a PM to get you in touch with some colleagues that can make sure we're working to resolve this, and gather some info to help us investigate.

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: Split / Partial Port Issue

Karthikeyan — Thu, 26 Oct 2023 21:25:48 GMT

Hi Jonathan! I have been having this issue for past 20 days since I ported my number from Lyca. I am not able to receive calls or texts. I have tried contacting live chat support but no luck. All they tell me is to check after 48 hours and 72 hours stating that they have raised a complaint but nothing happens. Can you help me with this issue? I ported my number from Lyca to Three. I am unable to access my university related apps and bank applications as they require 2 factor authentication and I am not able to receive the otp via text.

Re: Split / Partial Port Issue

Raavan_rathore — Fri, 27 Oct 2023 15:42:20 GMT

I have same issue

i am not receiving any calls

they said my number is non recognised

no one help us for this

Re: Split / Partial Port Issue

LLL — Sat, 28 Oct 2023 20:38:59 GMT

Me too! Three said the problem caused by Lyca, and they are working closely with Lyca to get it sorted out, it’s been two weeks now, nothing has been done! Ridiculous

Re: Split / Partial Port Issue

JonathanB — Mon, 30 Oct 2023 14:16:31 GMT

Hi @Karthikeyan,

I'm really sorry, I appreciate this is a really frustrating situation. We're chasing Lyca everyday regarding the delayed ports from their network. I've sent you a PM to link you to some colleagues that will take ownership of tracking this for you, and will keep you updated.

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: Split / Partial Port Issue

JonathanB — Mon, 30 Oct 2023 14:19:11 GMT

Hi @Raavan_rathore,

I've sent you a PM linking you to some colleagues that should be able to help get this escalated for you.

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