topic Re: Cannot receive calls in SIM cards & Porting

Cannot receive calls

lindarose60 — Sun, 22 Oct 2023 21:24:30 GMT

I’ve recently changed from Plusnet to EE. I have done PAC to keep my number. I can make calls etc but people can’t call me apart from family member who is EE also. Husband and other family members from other networks can’t call me. This has been going on for over a week now. Can anyone help?

Re: Cannot receive calls

James_B — Mon, 23 Oct 2023 08:00:05 GMT

Hi @lindarose60,

Welcome to the EE Community. 🙂
Have you restarted your phone since the number transfer completed?

James

Re: Cannot receive calls

lindarose60 — Mon, 23 Oct 2023 16:59:44 GMT

Yes have already done that twice. Been on to tech team today and they can’t call me either. Been told to call number portal team. I can receive text message from you on I phone 7. The tech team have also done network refresh after I did restart.

Re: Cannot receive calls

lindarose60 — Mon, 23 Oct 2023 17:17:16 GMT

hi James restart done again and still not receiving calls. The tech team said if should work after but none of my family apart from my daughter who has ee phone network can call me. I can still call them. Tec team have checked and numbers not blocked either and said it’s a number portal problem. Anything else I can try? Or will have to change my Network and get new number…not a happy customer at the moment.

Re: Cannot receive calls

bristolian — Mon, 23 Oct 2023 17:29:45 GMT

@lindarose60 wrote:

Been told to call number portal team.

Your call to 150 was the correct course of action. Any further contact beyond that should be for EE-CS to progress themselves - advising you to call someone else is incorrect.

Your issue is symptomatic of incomplete porting data - affecting "off-net" callers while on-net is fine.

Re: Cannot receive calls

lindarose60 — Tue, 24 Oct 2023 05:48:07 GMT

Thanks for your help. Luckily this morning my husband calling from his Tesco 02 phone got through 👍 so looks like it’s hopefully all sorted.

Re: Cannot receive calls

lindarose60 — Tue, 24 Oct 2023 06:02:35 GMT

Nightmare continues daughter can’t call me she’s on Vodaphone network. But husband now can on 02. Looks like another long call 🙄 Not had this problem with number portal before when I previously moved from sky to Plusnet

Re: Cannot receive calls

lindarose60 — Tue, 24 Oct 2023 06:18:17 GMT

This is now 2 weeks since I joined EE and this has all happened because I wanted to keep my number! Hope someone can sort this soon please 🙏

Re: Cannot receive calls

Katie_B — Tue, 24 Oct 2023 06:55:12 GMT

Hi @lindarose60.

Thanks for keeping us updated.

Did our technical care team raise a ticket for this to be looked into further?

Katie

Re: Cannot receive calls

lindarose60 — Tue, 24 Oct 2023 07:08:31 GMT

Hi Katie I was on phone for over half hour and was put on hold whilst getting advice. Didn’t say they raised a ticket? But overnight my husband o2 phone couldn’t call me but now he can…so something must be happening. It’s worrying that my daughters vodaphone network can’t call me…..how many others can’t get through?

Re: Cannot receive calls

Katie_B — Tue, 24 Oct 2023 07:12:37 GMT

Hi @lindarose60.

Thanks for getting back to me.

What else was advised on your call to technical care? did they provide you with a timescale for a fix?

I understand how worrying this must be but please be assured the team will be working to fix this for you.

Katie

Re: Cannot receive calls

lindarose60 — Tue, 24 Oct 2023 15:27:18 GMT

Someone on team said will call me Thursday lunchtime. I did say what do I do if number still not ported properly as won’t be able to call me, suggested I use different number so have given them my husbands number also. I’ve had a messages from you about missed calls but not getting through been at home all day…with my phone! Think they are going to contact plusnet as port is incomplete. If it doesn’t work will have to find another mobile company and loose my old number….which I will not be happy about.

Re: Cannot receive calls

Leanne_T — Tue, 24 Oct 2023 15:31:20 GMT

Hi @lindarose60

Thanks for coming back to us.

If the team have both numbers, they should be able to contact you when advised and provide an update.

Please let us know how you get on after the call.

Leanne.

Re: Cannot receive calls

lindarose60 — Thu, 26 Oct 2023 13:38:29 GMT

Not been called back yet. They have been given my husbands number if they can’t get through on mine. Had a text to say my case is closed seriously this is ridiculous! Daughter still can’t get through on vodaphone. I had read a few posts about incomplete ports? Might explain why some networks can get through and others not? I got a bill today….wrong mobile number on this….but of cheek to bill me for non working service. When I text number to 150 it gives my correct number! What’s going on? Please help.

Re: Cannot receive calls

Katie_B — Thu, 26 Oct 2023 13:45:14 GMT

Hello @lindarose60.

Please be sure to let us know if you have not received your call back by this evening.

Hopefully someone is in touch soon.

Katie

Re: Cannot receive calls

lindarose60 — Thu, 26 Oct 2023 14:26:40 GMT

How can I get call back? You can’t get through on my number! Just tried phoning again and asked to hang up and received text which said type fault advisor and wait for call back….you can’t get through!!

Re: Cannot receive calls

Katie_B — Thu, 26 Oct 2023 14:31:57 GMT

Hi @lindarose60.

Did you provide your husbands number? if yes, they should contact you on this if they are unable to reach you.

Katie

Re: Cannot receive calls

lindarose60 — Thu, 26 Oct 2023 14:56:20 GMT

I have given my husbands number yesterday. Thanks Katie let’s hope so. Just checked with my local GP and landlines can’t get through either!

Re: Cannot receive calls

Leanne_T — Thu, 26 Oct 2023 15:20:55 GMT

Thanks for the update @lindarose60

Let us know how you get on after the team have got in touch 🙂

Leanne.

Re: Cannot receive calls

lindarose60 — Mon, 30 Oct 2023 19:36:04 GMT

Hi Leanne just received text from ee saying someone will be in touch in few minutes after complaint. But obviously can’t get through! Day 20 still problems…landlines can’t get through or Vodafone callers. I have just received a bill so not happy about that! My mobile number is still showing correctly on my I phone. What do I do now? I have read this is a partial port. Will I get compensation after this awful service and missed important calls?