Porting Issues / Not Complete

[druros01]

Ported from O2 to EE last week, and received a text from EE on Friday evening confirming this. However, I can only receive calls from those on the EE network - all other calls, from other mobile carriers and landlines, don't come through and the caller is either told the line is not in service, or the call cuts off straight away.

There was just the one time, on the Saturday morning, that I received a call from my wife (on another network to EE). That was the only time I have received a call from another network since being told the port was complete. Since then, no more.

Weirdly, I can send and receive text messages to/ from all mobile carriers with no issue, but cannot receive from businesses such as those texts you receive when getting security codes from your bank etc.

EE are looking into this and have said early indications suggest O2 have not closed off the port correctly. I have checked with O2 and they are adamant that they have. It's now been almost a whole week of being in this situation and looking no closer to resolving. 

On the instruction of the EE tech team I have already swapped out the EE SIM for a new one, multiple network setting resets etc etc. I've tested my old O2 SIM card and that has no service connected to it. 

Please, can anyone with expert porting knowledge provide a solution?

Thanks in advance.

[bristolian]

Firstly you've done the right thing in contacting EE directly - they are your current providers and there is no reason for you to contact O2 CS for this. They would need to escalate the issue anyway, and you're not their customer anymore.

Did you have a native O2-issued number when you ported out? I will assume yes for the purposes of this answer.

All calls & texts to your number from other EE users will remain "on-net" and won't leave EE's network.

All calls & texts from other networks, will first be checked with O2's core network which now holds "port-out to EE" data on it. It sounds like this data is somehow incorrect and will need amending. They can do this on EE's instruction.

[druros01]

Hi @bristolian 

Thanks for your response.

EE's porting team have contacted O2's porting team to re-check their status, but I was asked to contact O2 on the instruction of the EE tech team just to double-check. 

So it sounds as though the issue lies with O2 having to amend the port-out data their end.

I'm expecting a call back from EE tech later this afternoon - I just hope they have some positive news,

[Leanne_T]

Thanks for getting in touch @druros01 

Please let us know how you get on 🙂

Leanne 🙂

[druros01]

Hi @Leanne_T 

I've just received an email from O2 saying the problem lies with them - they are working on resolving the issue immediately and I should have full service (with EE) shortly.

Are you able to check with EE's porting team whether they are seeing any evidence of this please?

Many thanks.

Paul

[Leanne_T]

Hi @druros01 

Sorry we have no account access on the community, for an update please call us on 150. 

Leanne. 

[druros01]

@Leanne_T 

Appears to be all sorted now! Receiving calls from all carriers/ networks.

[Jon_K]

That's great, thanks for letting us know, @druros01