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Dead line when number unanswered

longhotsummer
Regular

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.

Best solution
Best solution
JonathanB
Community Moderator
Community Moderator

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



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16 REPLIES 16
Sye
Regular

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
Regular

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.

Sye
Regular

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!

JonathanB
Community Moderator
Community Moderator

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



Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.


longhotsummer
Regular

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.

Sye
Regular

Nope, no response from three l!

longhotsummer
Regular

Nor me.  Nothing.

longhotsummer
Regular

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

Sye
Regular

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!!!