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 

[JonathanB]

Hi @Just_me,

I've sent you a reply to your PM to direct you to more help.

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

[Tobiebaby]

@JonathanB 

Pls help, I'm having the same split port issues and the store isn't helping. What do I need to do pls

[Yassmin]

I have the same issue and been waiting for 3 days after chatting to the assistant. Nothing happened yet. 

[Korrina]

I'm also having this problem and I miss drs appointments etc

[JonathanB]

Hi @Korrina,

So just to check, you've ported in but can't receive any calls or messages, but you can make/send calls and messages? When did you port the number in to Three?

Thanks,
Jonathan

[historyteacher1]

Hi, could I have some help with this too please? My partner has been unable to call me for about 3 years! It may have been ever since I switched from Vodaphone to Three...

[anab]

Hi Jonathan, same issue here and unfortunately I’m locked out of WhatsApp on the new phone too and can’t install it without a working sim. Could you please help? Thanks.

[JohnD]

Hey @anab 

Really sorry about this! Is this problem still ongoing? 

Have you been able to speak with anyone to get this looked into? If you're still needing some assistance, would you be able to give us some more info, you've mentioned not having a working SIM. 

When you've initiated your contract with Three, a SIM would be sent pre-activated and would have a temp number while the port is being processed so you should be able to use this. Are you able to make/receive calls and texts? 

Thanks

John D

[JonathanB]

Hi @Zunaid,

Glad to hear this is sorted. It sounds like this was probably a "split port". Most often this is caused by an issue with receiving or installing important files from the network you've left. So your number was set up for sending messages and calling with Three, but when someone called you their network was most likely still trying to reach the now disconnected Lyca line.

Fortunately this is rare, but when it does happen our porting team work with the original network's porting team to fix the issue as quickly as possible. As we had to work with a 3rd party team this may explain why colleagues were reluctant to give timescales.

I hope this didn't cause too much disruption, and that you didn't miss too many calls in the interim.

Thanks.
JonathanB

[Taza85]

I have the same issue with my phone! Help! Recently ported, incoming calls aren’t working. The number has been changed to the correct one. I can make calls, but when someone rings it cuts off immediately.