Possible split port (losing my mind!)

[Cmarlow]

Hi All

Unless someone can help with the below, I think my only option is to get a new mobile number!

I joined last week, providing a PAC and taking an eSIM. Number ported within 24 hours, confirmation texts received from Three. Lovely stuff..

A few days later, realised I wasn’t receiving calls despite being able to make them (and also send texts). My outbound calls connect absolutely fine to other networks, but when those same people phone me they receive the ‘number not recognised’ audio message. The only people that can phone me are those also on Three.

Back and forth with customer services. Tried several new eSIMS, clearing network settings on my iPhone, manually overwriting the ‘My number’ field in the Mobile Service section of the iPhone settings menu. It eventually got escalated to the ‘technical team’. The following day I received a text and email to say the issue had been fixed (it hadn’t).

Back onto customer services. They confirmed everything their side was working. I checked with my previous provider; they confirmed the port out completed successfully. Back onto customer services: we agreed to try a physical SIM.

Physical SIM arrives. Activated fine. Issue not resolved. Back onto customer services. I’ve been told it has been sent to the ‘technical team’ for resolution, with all the notes provided re. call/connection behaviours.

Is there ever a chance this gets fixed, or am I wasting my time and should I just get a new number? I really don’t want to do that, but I need people to be able to phone me.

Anyone had similar experiences with Three or other providers? What fixed it in the end?

Thanks for your help!

Chris

[PeteG]

Hello there.

A split port isn't all that common, but it does happen. Based on the issues you've described, it sounds like that is what's going on. There's a specific process the tech team follow for resolving that issue, and when it's followed, split ports do get resolved. 

The process involved the team having to reach out to the old network. Between the two, they will figure out what is wrong, and put a fix in place. In most cases, the issue is that one of the files that get's sent across when a port in/out is completed did not contain all of the required data to complete the process fully. I'd recommend sticking with it. Update us on your progress once you hear back from the support team. 

Pete. 

[Cmarlow · Accepted solution]

Hi Pete

Pleased to confirm the issue seems to have been resolved. Though I haven’t received formal confirmation from Three, the inbound/outbound calls to all networks are working. 

Thanks,

Chris 

[PeteG]

That's awesome, I'm glad to hear things are working now. 

Pete.