topic Re: Cant send text messages anymore - getting 'not delivered' with a ! in SIM cards & Porting

Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Thu, 21 Dec 2023 11:14:12 GMT

Hi,

My daughter has moved to GiffGaff from another network (she kept her number) and now I can't text her, they are not even sending so it's not a receiving issue (she can send texts to me). She has contacted GiffGaff and they have done all things their end by getting in touch with her old service provider and getting things rerouted but still not working. Any ideas?

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

James_B — Thu, 21 Dec 2023 12:25:41 GMT

Hi @luju,

Welcome to the EE Community. 🙂

This sounds like a porting failure that will need to be investigated by your daughters current network.

James

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Thu, 21 Dec 2023 14:32:25 GMT

Ok thank you, I think they have already done that but I'll tell her to get back in touch with them again.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

James_B — Thu, 21 Dec 2023 14:34:09 GMT

No problem, @luju 🙂

James

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

bristolian — Thu, 21 Dec 2023 15:28:02 GMT

When an EE user sends a text, there is a real-time check on the validity of the number. Attempting a call to the same number is a good test of this validity.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Thu, 21 Dec 2023 16:01:40 GMT

Calls go through fine, o2 can text her its just EE.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Thu, 21 Dec 2023 16:27:00 GMT

Tried with 3 different EE numbers, 1 o2 and 1 ID and only the EE ones can't send texts.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

Christopher_G — Thu, 21 Dec 2023 17:46:43 GMT

Thanks, @luju

You could try speaking to our technical support team. Are any of the EE numbers yours? Do you know if those EE numbers are able to text other Giff Gaff customers?

Chris

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Thu, 21 Dec 2023 18:49:23 GMT

Yes one of the EE numbers is mine, and I don't know anyone else on giffgaff anymore, not sure if the other EE numbers know anyone else on giffgaff, I'll have to check.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

James_B — Fri, 22 Dec 2023 08:43:24 GMT

Has your daughter been able to speak to her provider, @luju?

James

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Fri, 22 Dec 2023 09:03:03 GMT

Hi,

Yes she has, they have done everything their end. It's not a receiving issue It seems to be a sending issue from EE phones.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

James_B — Fri, 22 Dec 2023 09:10:37 GMT

Hi @luju,

As the issue only started after the number port, and it is only affecting your daughters phone, it's very likely to be an issue with the number transfer.

Has your daughters provider raised a support ticket for her?

James

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Fri, 22 Dec 2023 09:26:25 GMT

Hi,

Surely if it was a number transfer issue she wouldn't be able to receive texts at all but she can from other networks? I can also phone her from EE. My daughter spoke to them again and everything has been done their end.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

James_B — Fri, 22 Dec 2023 09:33:52 GMT

Not necessarily, @luju. I'm seen cases when this has only affected certain networks in the past.

A good test would be to see if you can send texts to other users of the same network.

James

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Fri, 22 Dec 2023 18:03:14 GMT

hi,

Spent all day finding someone on Giffgaff, finally have and I can't text them either.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

Katie_B — Sat, 23 Dec 2023 07:49:34 GMT

Hi @luju.

Thanks for testing.

I'd recommend asking your daughter to get back in touch with her current provider and advise them that this is still not working.

Katie

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

luju — Sat, 23 Dec 2023 08:19:03 GMT

Hi,

It's not just my daughters number though, it's other giffgaff numbers too, and everyone else on other networks other than EE can text her.

Re: Re: Cant send text messages anymore - getting 'not delivered' with a !

Katie_B — Sat, 23 Dec 2023 09:49:16 GMT

Hi @luju.

If your number is with EE you can speak with our technical care team on 150 to see if there is a diagnostics they can run.

Katie