Not Receiving SMS Texts After Porting

[Iguigy]

@JonathanB - sorry to @ you directly but you seem to be in the know on lots of things!

I ported my number from O2 on Monday 3rd November and I am unable to receive SMS from outside of three. I can send SMS and I can make AND receive calls but can't receive SMS. I saw this situation is rare if a switch was only partial (because I can receive calls). 

When asking friends to SMS me, it just says failed on their end but they receive them from me. 

Any ideas?

[Watermelon_Afic]

I am having this exact issue after porting from O2 - how can it be resolved? 

[Watermelon_Afic]

I am having this exact experience after porting on November 19th. How can it be resolved? 

[Iguigy]

First step I did was speaking to customer support (live chat) and asking them to raise to the porting team. Explain you aren’t receiving calls and texts and you suspect a split port. If that fails (like it did for me), the three moderators on this chat were excellent at escalation! @JonathanB @MichaelP FYI

[JonathanB]

Hi @Iguigy,

I hope you're well? I just wanted to check in, did the team @MichaelP referred you over to manage to sort this out?

Thanks,
Jonathan

[Iguigy]

Hey @JonathanB ! Yes indeed! It was due to a Split Port after all! The social media team have been ace at getting my issue to the right place after the initial support ticket to the port team was closed without resolution so thank you!

Thanks for checking in, your team’s help has stopped me from leaving. 

[JonathanB · Accepted solution]

Hi @Iguigy,

No worries at all, happy to help. 🙂

The issue may relate to RCS (or iMessage if you use an iPhone). Try switching these features off in your message settings, and check if the messages are now arriving over text instead of data. In most cases like this, you should be able to switch RCS back on and it should resync and start working, but you may also need to try resetting your network settings too. I'd try toggling RCS off and on first as resetting network settings can delete your saved Wi-Fi and Bluetooth connections.

It seems less likely to be a split port (where your number hasn't fully transferred from 02), as it would be unusual for incoming calls to be working and only impact your text messages, but if it doesn't seem to be an issue with phone settings then contact customer services, and they should be able to raise the issue with our porting team.

Thanks,
Jonathan

[Iguigy]

Thanks @JonathanB 

The port team couldn't find anything wrong, though it turns out I also can't receive calls from non three customers. 

An incident was raised and they phoned me a day later to say they couldn't see anything wrong despite me clearly articulating that others cannot call or text me and are told my number is invalid so it is being escalated again. This is a very unfortunate first impression of three and I'm still unable to log into my banking providers due to not getting one time codes and have no idea who else may have tried to call or text me. 

I've now lodged a complaint and am seriously contemplating taking the loss of money for service and leaving three. 

[MichaelP]

Hi @Iguigy,

I understand it's not great to have these ongoing problems with calls and texts since switching to Three, and I appreciate your frustration if you've not had a resolution after this was raised with the Porting team.

I'm going to send you a PM to put you in touch with some colleagues, who'll investigate this further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

[Iguigy]

And wow. My complaint just got closed without any commentary. Awful experience