Unable to receive calls/texts from Vodafone after Porting to Three

[Scottology]

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

[pj2412]

Hi Scott,

Did this ever get resolved?  I’m in the same situation and looking to get some kind of light at the end of tunnel…

p

[Scottology]

Hi, yes it got resolved on the day of my last post, so only took 5 days from when I first raised the issue. I'd definitely suggest telling the customer team that you believe its a split port and make sure its passed through to the right team. Maybe I was lucky as I've heard some people taking weeks.

[cpleigh2000]

Glad you got sorted on this matter. I ported from O2 to 3 back in November 2022 with no resolution. I have spoken both to support on live chat, support on the phone, and complaints team on the phone. I have been notified on at least four occasions that the issue has been resolved and to test. After asking a friend to call me, they still get call failed. The confusing part of my issue is that I was with Vodafone for a significant number of years, moved to Voxi for twelve months then to O2. After a few months with O2, I moved to 3 due to poor network Coverage. Unfortunately after the last move, I realised I could not receive calls or text from Vodafone customers.  Any advice please and thanks.

[JonathanB]

Hi @cpleigh2000,

I'm sorry to hear this has been going on for so long now. I've sent you details to get you in touch with some help by PM.

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

[pj2412]

Chat and customer service were useless the only way I got any action was by emailing the CEO & CCO of three, it wont let me post email addresses on here but they're easy to find on google.  They then forwarded my complaint to someone who got things moving.

 

[JonathanB]

Hi Scott,

I'm sorry to hear that you've been affected by a split port, I know this can be really frustrating as you won't  be able to consistently receive calls and/or messages whilst this is going on. Did the team manage to get this resolved after your last post about this?

If it's still happening let me know and I'll do my best to help get this escalated for you.

Thanks,
JonathanB

[Lsimms1001]

Hello I'm having to exact same problem I've called the technical team multiple times and I've even received a text saying the problems been fixed when it hasn't can you help? 

[JonathanB]

Hi @Lsimms1001,

I'll do my best to help if this hasn't been sorted yet?

Which network were you moving from, was it o2? We recently were experiencing some delays with receiving files from them. So you may need to switch your phone off and on, or toggle flight/airplane mode on and off for this to sync up.

Just to check, your number wasn't on the Vectone network previously?

Let me know on the above, and I can give more advice if you still need help with this.

Thanks,
Jonathan

[EveH]

Please can you help, I have the same issue. Just spent an hour trying to explain on Three Chat and could not get through to him the problem. Copied and pasted the conversation.

I had my number ported this morning, can make and receive calls and messages but not receive either.

I need a text message to verify my work account, I am a local borough Councillor and need to get into it to attend a Planning Committee meeting tomorrow..

I was transferred from Vodafone.

Regards

Eve

[Adellle]

Hi,

I'm having exactly the same issue - and not getting anywhere - can you help?

Thanks