Not receiving any SMS after porting in

[leroylim]

Hi everyone. I ported my number from Lycamobile today - all seems ok but I can now not receive any security verification texts which means apps like WhatsApp, online banking etc. aren't working. I have tried resetting my network settings to no avail.

I have also tried asking a contact to send SMS to me, but I am not receiving them too.

So far I am able to receive calls and make calls to local numbers fine and mobile data is working fine too.

It seems like another member had this issue too - https://community.three.co.uk/t5/Network/Not-receiving-security-texts-following-port/m-p/5202 and @PeteG helped out in this issue.

[leroylim]

Just an update. On 1st September, I received an update from the Three Social Media team with the below:

Morning Han,

I hope you're well. 

I'm reaching out regarding our recent webchat and your SMS issues. As you know I raised this when we last spoke with our Technical Team and as of right now their investigation is still on-going.

Sadly this means I have no further updates on this for you, however I will chase this up with the team today and ask for your case to be prioritized. I know this is frustrating and I'll do my best to have this expedited for you. I appreciate your understanding here, I'll reach out as soon as I have an update, most likely Monday afternoon.
Let me know if you have any questions and I'll do my best to help.

Many thanks,
Rhiannon


Three UK
Social Media Advisor

Now just waiting to see if I have good news. Still, incoming texts are limited to only from Three now and not from other contacts.

[JohnD]

Hey @leroylim 

Sorry to hear that your issue is still ongoing. 

If you've spoken with the Social team and Rhiannon has been in contact, I can assure you, the issue will be escalated fully. 

I appreciate that it can feel like there isn't much happening, however, this will be actively followed up and if she's advised that she will be in contact today, you should receive an email soon. 

Thanks

John D

[Anonymous]

For me this wouldn’t inspire any confidence in the issue being resolved anytime soon. No one seems to take ownership of the issue just random prioritisation promises. 
I wish you well.

[Bazza29]

I am having a similar problem porting from O2. Joined three on 22.08.2023, told the number port would be completed 24.08.2023. On 24th my old sim went dead and when making a call from my 3 sim my ported number appeared on the recipients device. 

However when anyone called me there was nothing, no ringtone, no voicemail, no recorded message, just a dead line. I can text people and they receive the message from the ported number but when they text back I receive nothing.  

I called three on 24th and they told me it would be resolved in 2 working days. 

I called again on 29.08.23 and was told the same thing another 2 working days and it had been marked as priority. 

It's now 31.08.23 I spoke to them today and they asked me is the porting now complete? I was bewildered they aren't doing anything just waiting and hoping it will work. After I informed the three rep that it isn't working he said OK please allow 2 working days I have marked this as priority.

I have ported my number many times before but never had any issues like this and the service and complete lack of accountability from three is astounding. The have even tried to blame the losing carrier for the issue. 

Today they gave me a PAC code and advised if I can't wait I should try another carrier. Complete and utter shambles.

Did you get a resolution? 

[Anonymous]

Utterly astonishingly poor service! 

[Kiwizoo]

Hi - I’m exactly the same as you. Have been in the Apple Store today and they reset network settings on my IPhone 14 and checked all my settings; they have confirmed it’s a Three issue, not a phone issue. I signed up just last week - they can’t even send me a verification text to open my 3 app! Tried instant messaging which was probably the worst 80 minutes of my life, shockingly inept. Went into a retail store and they basically shrugged and couldn’t offer a solution.  I signed up for Broadband too (2 yr contact) This stuff is BASIC network hygiene, and it’s so so bad. No bank verification codes, can’t even get SMS over wifi! I’m going in tomorrow to cancel both services as I’m within my 14 day cooling off period. I’ve essentially signed up to something with the functionally of a brick.

[JonathanB]

Hi @Kiwizoo,

I'm sorry to hear that there's been an issue with your number port affecting your incoming messages. I can understand your decision to cancel in the returns period, I appreciate it must be very disruptive to not be able to use messaging.

In case you change your mind I'll send you a PM to get you in touch with a team that can help. They'll need to raise the issue with our porting team, and it can take a couple of days, but it's definitely something that can be fixed.

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

[Anonymous]

I too am new to Three having ported my number (successfully) less than a week ago. It’s hard to disagree with you as regards customer service. It’s very much a lottery largely dependent on who answers your call as to the level of help you get. My advice (based on nothing but my own experience) is forget online chat. It’s slow,laborious with frequent disconnections and scripted answers. If you’re speaking to someone (and some are extremely helpful) then the result are much better. I personally wouldn’t cash in my chips as regards leaving because the network itself is good. And you’ll pay a higher price for a similar package elsewhere.

I wish you good luck.

[leroylim]

I've just finished a live chat with a Three customer service representative who said he's escalating it to a specialist team who can fix it in 2 working days. Fingers crossed.