topic Re: Not receiving calls or texts in SIM cards & Porting

Not receiving calls or texts

Baz2023 — Fri, 23 Jun 2023 15:00:25 GMT

My number was ported from O2 on Monday and I could make calls and send texts and emails but Now Friday and I still cannot receive calls or texts except from other EE mobiles it has been a nightmare no one can call or text me I have been in touch with customer services and they are saying it will be done in 24 hours then 72 hours still not working any help / suggestions please

Re: Not receiving calls or texts

Christopher_G — Fri, 23 Jun 2023 17:33:16 GMT

Hi @Baz2023

Welcome to the community.

Did our Mobile Care team say what was causing the problem?

Chris

Re: Not receiving calls or texts

Baz2023 — Fri, 23 Jun 2023 17:38:35 GMT

A glitch something about split service

Re: Not receiving calls or texts

Christopher_G — Fri, 23 Jun 2023 17:53:35 GMT

Ah, OK thanks @Baz2023

Split service usually clears up by midnight. If it still isn't sorted in the morning, I recommend getting back in touch with our technical support team.

Chris

Re: Not receiving calls or texts

Baz2023 — Fri, 23 Jun 2023 18:21:35 GMT

well thats what they said at EE but its been a split service since Tuesday !!

Re: Not receiving calls or texts

Baz2023 — Fri, 23 Jun 2023 21:01:55 GMT

Well no help but that makes me feel better having just sat though another annoying EE advert best network my A!*# had a customer service rep trying to help me today he was very good but still not solved now the porting team have gone until Monday 😡🤬 have you got an iPhone?

Re: Not receiving calls or texts

bristolian — Fri, 23 Jun 2023 21:42:44 GMT

It's my understanding that EE's porting teams do work weekends to provide limited support - but the other networks may not reciprocate this.

Re: Not receiving calls or texts

Baz2023 — Fri, 23 Jun 2023 21:48:17 GMT

Well that sounds exactly like my issue I was also with O2 they just keep saying wait 24 then 72 now 48 so annoying I have got a credit on my account but my account is useless thinking of ditching EE but keep hoping it will be solved they must know the issue but they just don’t have any urgency about it like it will be done when done

Re: Not receiving calls or texts

Sb7797 — Sat, 24 Jun 2023 06:54:02 GMT

Hi yes it would appear we are both in the same situation, ee just keep putting the porting completion day back, the last I was told was Monday. I've not been offered any sort of credit or compensation for this issue. I've lost faith in ee already. What was the latest they told you, did they tell you it would be sorted by a certain day ?

Re: Not receiving calls or texts

Baz2023 — Sat, 24 Jun 2023 20:29:00 GMT

No no date just that it’s been escalated to priority 😂 for the 4 th time on Friday they told me I would have to wait another 48 hours or until Monday but I have no faith it will be done then either I think it will be done when they feel like it and not before they really just don’t care

Re: Not receiving calls or texts

Sb7797 — Sun, 25 Jun 2023 18:22:58 GMT

Yes they told me Monday by 6pm, but like you I don't hold out much hope. Its ridiculous, and frustrating.

Re: Not receiving calls or texts

bristolian — Sun, 25 Jun 2023 18:40:50 GMT

If you can receive calls & texts from other EE users, this suggests EE's porting data has been correctly updated. If it's only incoming activity from other networks affected, that will be routed via O2 in the first instance and therefore their porting data needs updating.

This won't need any action from yourself, but may help understanding.

Re: Not receiving calls or texts

Sb7797 — Sun, 25 Jun 2023 19:11:18 GMT

Yes a colleague who's on ee can ring me, but no one else can on another network.

If its o2 porting data that needs updating, how are ee going to resolve that and get my number back up and running.

Thanks

Re: Not receiving calls or texts

Baz2023 — Sun, 25 Jun 2023 19:20:11 GMT

I have spoken to O2 with my issues and they have replied saying as far as they are concerned all is ok their end with the Porting of my number and they suggest I take it up with EE and guess what I have just had my first invoice from EE saying "we hope you are enjoying your new service " 😡 I am now FUMING NO CALLS NO TEXTS for 1 WEEK

Re: Not receiving calls or texts

bristolian — Sun, 25 Jun 2023 19:35:09 GMT

For info I'm not EE staff, but do have experience in tech support for mobile networks.

I didn't suggest you contact O2, nor would I. You are EE's customer, and your point of contact is them. EE have processes for liaising with the other operators to resolve issues such as this, and I'm sure they are being used.

I hoped that by explaining what is likely needed, it may assist a little with understanding some of the delay. The standard marketing material you have received, is unfortunate but no surprise.

Re: Not receiving calls or texts

Baz2023 — Sun, 25 Jun 2023 19:49:25 GMT

I contacted O2 because EE are doing diddly squat I have been contacting then for a week! I do not care what issues EE have only mine if your are in a high-tech industry and you have a tech support department you should be able to sort issues out and quickly they must do hundreds of number swaps and know this issue exists so NO I do not understand the delay if one of my customers has an issue that I have seen before I would know how to fix it ! so far my experience with EE is S*@!

Re: Not receiving calls or texts

Sb7797 — Mon, 26 Jun 2023 06:31:59 GMT

I contacted o2 last Wednesday and they said everything was done their end, and to contacted ee. When you phone ee all they say is we are working to rectify this issue, they dont explain what they are doing to rectify this issue. Which makes you wonder what ee are actually doing to rectify this issue. Its as though ee don't care that we can't recieve calls or texts, there still getting their money every month.

Re: Not receiving calls or texts

Baz2023 — Mon, 26 Jun 2023 09:46:44 GMT

Well I am now finally connected ! what a nightmare 1 week to sort it how about you ? connected ?

Re: Not receiving calls or texts

Sb7797 — Mon, 26 Jun 2023 09:51:40 GMT

Glad your connected, I'm not yet. Did they send you a message or anything to let you know your connected ?

Re: Not receiving calls or texts

Sb7797 — Mon, 26 Jun 2023 10:00:06 GMT

I've just rang my mobile from my landline and I'm finally connected. What a bloody performance.