on 04-21-2023 03:05 PM
Hi All,
Hoping for some further assistance if possible please.
I joined Three back in December 2022 and ported my number from Voxi/Vodafone.
First noticed an issue when someone was unable to text me as part of group messages (who was on Vodafone network), so tried a few things to resolve but was unable to receive any texts from that person. Otherwise everything else seemed fine.
However, my wife has just moved to Vodafone and is now unable to call or text me as well, which is obviously much more of an issue for me.
Texts don't go through and when trying to call it says number invalid, even though I can ring her directly and my correct number shows up.
All other networks (Three, EE and O2) can all contact me just fine.
Looking online it sounds like it could be a split port issue, where my number hasn't fully transferred from Vodafone.
I initially raised this to Three customer services and after completing a few checks, was advised it would be passed to the team to investigate. As part of this I reconfirmed my PAC code, so all sounded good.
I then received a text on 19th April saying the problem had been fixed and my services were working normally. This however, was not the case as I was still unable to receive calls/texts from Vodafone network.
I contacted customer services via live chat and was advised to wait another 24 hours.
The problem still hasn't been resolved today, so I've contacted live chat again and went through the same laborious checks around mast strength, signal on phone, wi-fi calling, whether the numbers are blocked etc. and was advised issue would be raised with relevant team.
How best can I try and resolve this as believe it's Three's responsibility according to Ofcom? Do I just need to persist with customer service or is there a more direct route to the technical and/or porting teams?
Seems to happen quite frequently from what I can tell, but no clear indication of how to resolve.
Thanks
Scott
on 05-23-2024 12:20 PM
Had my number ported over 2days ago and it appears I’m having very similar issues.
three network numbers can ring and txt me but EE can’t. Messages aren’t received and on the EE number it’s saying that my number is unavailable try again later.
not sure if 02 Vodafone etc work can only assume not
ive been in touch with technical but don’t think they have a clue. It certainly seems as it’s a split port issue
can anyone on here point me in the right direction to get it sorted asap
on 05-24-2024 06:05 PM
Hey.
It's disappointing to hear you're having issues. It certainly sounds like something has gone wrong with the number during the porting process.
The best place to get help with it would be to report the issue to the support team on chat, or by calling. The team should be able to start the process of trying to repair what's gone wrong.
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on 11-11-2023 08:14 PM
Im having exact same issue!
on 11-15-2023 09:42 AM
Hey @wasiuleq
Oh no this isn't ideal!
I have sent you a private message with more information on this.
To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".
John M
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on 02-14-2024 01:39 PM
Also having the same issue. Any help please?
on 02-15-2024 11:55 AM
Hi man, they took ages to reply and actually figure this out!
I joined from O2 and experienced the issue in O2. The O2 took it unserious and actually didnt help, I thought - im out of contract, lemme just switch to Three and it be resolved - it wasnt like that.
Three managed to figure out that because my original number was with Vectone Mobile (they gone bust according to Three) and won't communicate information needed to resolve issue. Therefore the only solution was to switch to a Three number from scratch which will ensure that this issue won't happen again as Three is reputable company and has been around for a while. This was quite annoying as I now have a different number, but to compensate my losses I received a nice gift from Three worth £50 for all the hassle. O2 wouldn't help and basically told me "your with Three, deal with them" so I won't be coming back to those.
I hope that you originally got your number from Vectone mobile and it is identical issue, as now you know what to do and ensure you get a nice £50 gift too.
on 10-08-2023 01:38 PM
Were you able to solve this as I am now having the same issues after porting number from lyca Ee
on 10-09-2023 06:04 PM
Hi @Sarahhughes,
Unfortunately Lyca were subject to a cyberattack last week which has affected many of their core systems, as well as delaying any ports from their network. We're aware of these issues and are working with them to process any ports as soon as possible.
Thanks,
Jonathan
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on 04-25-2023 02:48 PM
Spoke with an agent again today as still not resolved.
Apparently it is progressing and Three have emailed O2 to reroute the number (not sure why as I can already receive calls and texts from O2 network), but also to Vodafone to ask them to fully release the number.
Have been advised it will be completed today 25/04/2024 but that I won't receive any confirmation once complete and that I should restart my phone for it to fully take effect.
Shall wait and see what happens tomorrow.
