Dead line when number unanswered

[longhotsummer]

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.

[JonathanB]

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

[Sye]

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!!!

[JonathanB]

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

[Sye]

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.

[JonathanB · Accepted solution]

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

[longhotsummer]

https://community.three.co.uk/t5/Network/Voicemail-deactivated-but-still-call-duration-is-there-on-o...

[Sye]

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

[longhotsummer]

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.

[JonathanB]

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