topic Re: Dead line when number unanswered in Network

Dead line when number unanswered

longhotsummer — Mon, 01 Jul 2024 07:53:08 GMT

I recently had Three turn off my voicemail. Now, when my Three number is unanswered after perhaps 10 rings the ringing tones stop and an endless period of silence on the line begins. The caller does not know what is happening. The other problem for me is that I divert my landline to my Three number. Each time the call is unanswered and the landline caller reaches the Three line silence, my landline provider records it and (once the Caller finally hangs up) emails me a recording of the silence and at my expense! I tried Three Live Chat and the operator suggested I check to see if I have a diversion set up. I have only had this number for a few days and have never set up any diversions.

I'd be grateful for ideas, please. Thanks.

Re: Dead line when number unanswered

Sye — Mon, 01 Jul 2024 08:57:32 GMT

Yep, same... You should stop getting it forwarded from your landline cos it keeps happening even if you decline call or don't answer after a while

Re: Dead line when number unanswered

longhotsummer — Mon, 01 Jul 2024 10:49:09 GMT

I have reported my (and your) issue to a Three Live Operator, who has now raised it to the specialist team. I have to wait up to 72 hours for a response.

Re: Dead line when number unanswered

Sye — Mon, 01 Jul 2024 11:40:48 GMT

Thanks, but they're really bad... They just like to blame it on the devices when it's obviously a three system/technical issues with certain accounts; especially these newly opened accounts!

Re: Dead line when number unanswered

longhotsummer — Tue, 02 Jul 2024 02:10:01 GMT

https://community.three.co.uk/t5/Network/Voicemail-deactivated-but-still-call-duration-is-there-on-others-phone/m-p/32441#M6622

Re: Dead line when number unanswered

JonathanB — Wed, 03 Jul 2024 13:50:16 GMT

Hi @longhotsummer,

Please let me know if the team are able to sort this out for you, or if you still need help. Based on the time of your post are they to get back to you by tomorrow?

Thanks,
Jonathan

Re: Dead line when number unanswered

longhotsummer — Thu, 04 Jul 2024 00:52:52 GMT

Thank you. The Live Chat was on 1 Jul at 1147, so I suppose 72 hours ends around midday, today. As I type, the issue persists.

Re: Dead line when number unanswered

Sye — Fri, 05 Jul 2024 06:41:28 GMT

Nope, no response from three l!

Re: Dead line when number unanswered

longhotsummer — Fri, 05 Jul 2024 08:41:28 GMT

Nor me. Nothing.

Re: Dead line when number unanswered

longhotsummer — Fri, 05 Jul 2024 09:02:55 GMT

I am afraid that, 4 days on, nothing from Three.

Re: Dead line when number unanswered

JonathanB — Fri, 05 Jul 2024 11:52:25 GMT

Hi @longhotsummer, @Sye,

I've sent you a PM to get you in touch with an escalated team who should be able to help solve this.

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: Dead line when number unanswered

Sye — Fri, 05 Jul 2024 15:51:06 GMT

Hi, in response to the DM you just sent... I've already had a chat conversation to the social media team about 4 days ago and they said they'll try to activate and deactivate voicemail (which three customer service has done previously to no avail). This obviously didn't work so they said there's nothing more they can do and said they'd get the technical team to look into it and get back to me within 72 hours but nothing! Three obviously don't know what to do apart from trying to activate and deactivate voicemail and the social media teams job isn't really technical enough to sort this issue out! No one seems to know how to resolve this issue!!!

Re: Dead line when number unanswered

Sye — Fri, 05 Jul 2024 15:55:50 GMT

Re: Dead line when number unanswered

JonathanB — Fri, 05 Jul 2024 16:24:48 GMT

Hi @Sye,

Thanks for clarifying that you've already been in touch with the team. We've used that info to check into this, and we think we've identified a solution. Can you check if your Voicemail service has been properly deactivated now?

Thanks,
Jonathan

Re: Dead line when number unanswered

Sye — Mon, 08 Jul 2024 07:06:55 GMT

Yep, sorted now thanks! Please could you let us know what the issue was so it may be known what to do as in the three store and customer service don't know what to do as it seems like an uncommon issue.

Re: Dead line when number unanswered

longhotsummer — Mon, 08 Jul 2024 08:39:09 GMT

Sye, don't count your chickens. After nearing an hour with a support team this morning, the dead space has gone. However, an unanswered call cuts off very quickly, compared to my last network, where the call attempt would last considerably longer. This hardly gives me time to reach the handset (which I have to keep on the landing windowsill). I just called a third time and counted; 11 rings before it cuts off. This is unnaturally short.

Re: Dead line when number unanswered

JonathanB — Tue, 09 Jul 2024 11:30:36 GMT

Hi @Sye,

From what I've gathered there's options on our systems to stop the divert, or suspend the voicemail itself. It looks like simply suspending the voicemail leaves a "blank" divert in place, hence the silent line.

I'm passing on feedback to help clear this up for our teams.

Thanks,
Jonathan