Issues Receiving Codes After Porting to Three from Lycamobile

[Arsalan]

I am writing regarding an ongoing issue I have encountered since porting my number from Lycamobile to Three. I have not been receiving the necessary codes (such as verification codes or other essential service-related codes) after the porting process, which is significantly impacting my ability to use services effectively.

Furthermore, I have reached out to Three’s call centre multiple times to seek assistance with this issue, but unfortunately, I have received little to no support or resolution from the team. This lack of assistance and communication is highly frustrating, especially considering the urgency of the matter.

I kindly request that they investigate this issue and provide a resolution as soon as possible. I would appreciate an update on the status of the porting process and guidance on how to resolve the issue of not receiving the codes. Additionally, I expect better support and a more effective response from your customer service team.

They are happy not to treat this as a priority and I am not sure when this issue will be resolved

[JonathanB]

Hi @Arsalan,

Sorry to hear about this situation. Normally if your calls and texts are routing normally following a port there wouldn't be any distinction with those coming from organisations sending you passcodes. Is this issue still persisting today?

I have seen some issues in the past with OTPs and verification code being treated as spam by customer's devices, which means that the phone is hiding the message even though the network has delivered it with no issues.

I'd recommend to have a check for options like this:

On Android you open the Messages app, then click on the menu in the top right, and you'll usually have a "Spam and Blocked" option.

For iPhones there should be a couple of relevant settings in Settings > Messages. "Message Filtering" and "Blocked Contacts" should appear in this menu.

Please let me know either way if this helps.

Thanks,
Jonathan

[dalep]

 I feel your pain. Having similar issues having switched from Lebara last week. Can receive SMS but not calls

[JonathanB]

Hi @dalep,

Sorry to hear about this. That's really unusual for only calls to be affected if there was an issue with a port. Are you able to test the SIM from the old provider to check if your calls are still being received there? Have you tried calling your number from a different line, what happens, is there an error message, does the line ring, or are you diverted to Voicemail?

Thanks,
Jonathan