Not receiving calls after moving from O2

[Benno2805]

My husband was with O2, he moved across to EE (mine and the 3 kids are under one account here) and since some calls don't come through.
His phone is an iPhone 14, he uses an e-sim.  We have done the turn the phone off and on again, there is no 'do not disturb' set up.  The calls coming though are from myself and the kids, we're on EE, other network calls or landlines are not getting through, there is just a dead line.  He is unable to send any SMS.

Had a call with EE yesterday who did a line check and said they were resetting the line (if that's even a thing!) and it's still not working.  It's a far from ideal situation as he's missing business calls.

[Ali_A]

Hi @Benno2805 

It sounds like the call routing from previous network hasn't been completed fully, which is why they will be refreshing the routing request. 

Once it's successful his calls and messages will work as normal. 

Did the Number Porting team give a time scale of how long it may take?  It's usually up to 72 hours. 

Ali 

[bristolian]

Your donor network (O2 in this case) will hold some routing data, which O2, VF & 3 users will rely on to contact you. If that routing data is corrupt or incomplete, they will need to update this but EE can & should instigate this. Crucially though, if this is the case, then calls & texts from "on-net" i.e. other EE users, should work fine - as these don't rely on external data.

It's always useful if you can identify some pattern to which calls don't reach you.

[Benno2805]

Ah, that explains why calls from myself and the children are getting through to him.

He called O2 today and they said it was not their responsibility to fix the problem.

[bristolian]

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@Benno2805 wrote:

He called O2 today and they said it was not their responsibility to fix the problem.

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They are correct in the point-of-contact sense, although the issue may well be on their network.

When your husband gave his O2 PAC to EE, he ceased being an O2 customer and thus their CS have no access to his details or any means to resolve service issues.

Your husband is an EE customer and thus EE-CS is his point of contact. All networks have processes for this situation, and if you confirm to EE-CS that it's only off-net calls & texts that are affected, and be very clear that on-net calls & texts are working fine... this should trigger the EE porting team to raise a case with O2.

I would recommend being sure that this is indeed the pattern, otherwise your husband will be sent down a rabbit hole that either isn't the issue, or is only part of it. Reviewing your first post, an inability to send SMS will be a separate issue for starters. Can he receive SMS since porting-in? What happens when he tries sending a text?