Unable to receive calls or texts

[Zunaid]

I recently ported my number from Lyca to Three. Unfortunately since then I am unable to receive calls or texts, can make and send them though. People who call me receive a message stating number called not recognised, however the number does show correctly on my Three account.

I have chatted to advisors online and they have been helpful, told me this is being looked into, but couldn't give any further details or timescales and I am just a bit concerned I may be missing important calls and texts, just wondered if anyone could shed further light on this?

TIA 

[arunasokan007]

Hi Jonathan,

I have already spoke with Lyca as they are not taking part of this issue as they said calls and texts going out of Three then how come receiving calls and text issue with Lyca??? Your number already transferred to Three and it’s issue with Three only we can’t help on this as your number not with Lyca!!! It makes sense. 

please advise how long will it take 

[JonathanB]

Hey @arunasokan007,

Lyca won't be able to directly address this with you, it is always the receiving network that handles fixing a porting issue, but the work requires coordination between both networks. Our porting team deals with theirs. Their customer services may not even be fully aware of the issue, but I'd be shocked if they weren't aware of the situation with the cyberattack.

In this case they hadn't been sending us the required files to connect up the numbers we're receiving from them. This is now back on track and the last update I received advised most delayed ports are now sorted.

Are you still experiencing this issue?

Thanks,
Jonathan 

[LLL]

Hi, I am still suffering with the issue. I switched from Lyca to Three on Monday, but since my phone number was transferred yesterday, I wasn’t able to receive calls or texts, and my phone number was not recognised. I don’t have problems with calling people or texting. 

[LLL]

Have you got it fixed? 

[willheathcm]

How do you get this fixed or get through to the porting team, I have been on live chat and calls 5+ times with technical support and am getting nowhere, despite referencing this community post and asking for it to be raised to the porting team I am just given the standard 'have you got phone signal?' and 'is your phone on do not disturb' responses.  

[JonathanB]

Hi @willheathcm,

The porting team aren't customer facing but I'm happy to get you in touch with a customer support team that can escalate this for you. I've sent a reply to your PM with the info:

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

[Obrien060915]

I am having this exact issue, please can someone advise how this is fixed? It’s been a week and I have called 3 twice and they keep telling me 48hrs?? Please help!

[JonathanB]

Hi @Obrien060915,

I'm really sorry to hear that you've been having this issue. It does sound like the advisors have followed the correct process. If the port has an issue, it can take a couple of days for the porting team to investigate and resolve this.

Has this been fixed in the meantime, or do you still need help?

Thanks,
Jonathan

[Natashany]

I have the same problem after switching from Vodafone. 

[satishk]

Hello,

It's been a week not receiving call or text, since ported lyca to 3 mobile. I have raised a query, and had a replacement SIM card but the issue has not been resolved.Thanks.