topic Re: Re: Not receiving calls or texts in Mobile Services

Re: Not receiving calls or texts

LesleyChiles — Sat, 11 Nov 2023 13:55:10 GMT

I am receiving texts but all incoming calls all go straight to EE voicemail, have tried phoning techies but they have no answer at all, it's dire. A complete disaster.

Re: Re: Not receiving calls or texts

LesleyChiles — Sat, 11 Nov 2023 14:35:00 GMT

I am receiving texts but all incoming calls go straight to EE voicemail, have tried phoning techies but they have no answer at all, it's dire. A complete disaster.

First initiated transfer on Friday 3rd November, sim arrived Tuesday 7th November. I did not immediately change the sim as was making journey to St Austell and needed phone for journey but ironically halfway home at about twenty to 13:00 or so I lost my plusnet signal. Arrived home and put temp sim in phone and made call as had been requested. Then put my sim back.

I appeared to be on EE but no-one can phone me without it going to voicemail. Today is Saturday 11th November, I can only receive voicemails, the only live call I can receive is from a BT landline (i.e. EE).

I can receive text however.

As i have said technical support have no answer when I call them.

Re: Re: Not receiving calls or texts

bristolian — Sat, 11 Nov 2023 18:22:51 GMT

Is this a recent problem?

Have you made any changes to your account, or recently ported a number in?

If incoming texts are working but calls are failing, the initial check should be for call diverts - check your phone's settings for any "divert all calls" option that you may have inadvertently set, and cancel them if so.

When you reported this issue to EE-CS, and they (from the sounds of your post) said "sorry, don't know" - was that how the call was left? Did you not query what the next step was?

Re: Re: Not receiving calls or texts

LesleyChiles — Sat, 11 Nov 2023 19:10:29 GMT

I am receiving texts but all incoming calls go straight to EE voicemail, have tried phoning techies but they have no answer at all, it's dire. A complete disaster.

I can receive text however.

As i have said technical support have no answer when I call them.

Re: Re: Not receiving calls or texts

LesleyChiles — Sat, 11 Nov 2023 19:11:07 GMT

I am receiving texts but all incoming calls go straight to EE voicemail, have tried phoning techies but they have no answer at all, it's dire. A complete disaster.

I can receive text however.

As i have said technical support have no answer when I call them.

Re: Re: Not receiving calls or texts

Schockwave — Sat, 11 Nov 2023 19:56:16 GMT

@LesleyChiles , have you rebooted your phone? Have you also checked in settings that it shows your number and not the one that came with the EE SIM card?

Re: Re: Not receiving calls or texts

bristolian — Sat, 11 Nov 2023 20:04:10 GMT

Best to only post once in one thread to avoid confusing with multiple posts.

Your symptoms are consistent with incomplete porting data, which CS have processes to resolve - if restarting your phone hasn't resolved.

If one agent you spoke to was unwilling to assist, I would suggest insisting that they find another agent who is willing. If they still refuse to assist, callback and speak to someone else.

Re: Re: Not receiving calls or texts

LesleyChiles — Sat, 11 Nov 2023 21:36:41 GMT

Yes have done so

Re: Re: Not receiving calls or texts

LesleyChiles — Mon, 13 Nov 2023 10:31:45 GMT

Thank you but CS are unable to help.

They have no idea

Re: Re: Not receiving calls or texts

Leanne_T — Mon, 13 Nov 2023 11:14:32 GMT

Hi @LesleyChiles

Which device are you using?

Are you able to try the SIM in another phone to see if you can receive calls?

Leanne 🙂

Re: Re: Not receiving calls or texts

LesleyChiles — Mon, 13 Nov 2023 12:28:25 GMT

I am on an iPhone 14 Pro a few months old, why? Thank you and best wishes

Re: Re: Not receiving calls or texts

Leanne_T — Mon, 13 Nov 2023 12:33:22 GMT

Thanks @LesleyChiles

If you go into Settings > Phone > Does the number show correct?

I would like to make sure this is the correct number showing to help you get this sorted 🙂

Leanne.

Re: Re: Not receiving calls or texts

LesleyChiles — Mon, 13 Nov 2023 13:40:25 GMT

yes the number shows as correct

Re: Re: Not receiving calls or texts

Leanne_T — Mon, 13 Nov 2023 13:45:15 GMT

Thanks @LesleyChiles

This is going to need to be looked into again by our technical support team. Please call us again on 150 to check if the port has completed successfully and what is needed to get this resolved for you.

Leanne.

Re: Re: Not receiving calls or texts

LesleyChiles — Mon, 13 Nov 2023 15:01:25 GMT

I have called technical services every day, they say they will not raise a ticket and have absolutely no solution to this unresolved problem

Re: Re: Not receiving calls or texts

Leanne_T — Mon, 13 Nov 2023 15:09:34 GMT

Thanks @LesleyChiles

If a ticket has been raised this will be investigated and once the team have an update they will be in touch.

Leanne.

Re: Re: Not receiving calls or texts

LesleyChiles — Mon, 13 Nov 2023 15:21:25 GMT

A ticket has NOT been raised.
The technical people refused to raise a ticket

Lesley Chiles

Re: Re: Not receiving calls or texts

Leanne_T — Mon, 13 Nov 2023 15:26:39 GMT

Apologies for the mistake @LesleyChiles, I am very sorry this has not been done for you. Did they advise you to try any troubleshooting when you last called?

Have you called the team again today?

Leanne.

Re: Re: Not receiving calls or texts

bristolian — Mon, 13 Nov 2023 17:10:04 GMT

I'd love to listen to a faults call when a customer is reporting a problem, and the agent refuses to either offer a solution or find someone who can!

Re: Re: Not receiving calls or texts

LesleyChiles — Mon, 13 Nov 2023 17:52:27 GMT

I did not record it

Lesley Chiles