Other Devices (Nokia, Blackberry, etc)

[ghis]

Hi there,
I have been a O2 client for a bit more than 3 months, and transfered my phone number from Virgin.
I am posting on this forum as I have been experiencing for 10 days a problem: I cannot receive calls nor texts (but I can make calls and send texts).
As I have been told by my friends about the fact they could not reach me (dead tone: they cannot even reached my voicemail box), I tried to put my sim card in other (unblocked) phones, same issue.
Called O2 Customer Service on Monday, and I was advised to get a new sim card. That's what I did, and I got it activated the next day. Same issue again! I put this new sim card in other unblocked phones: same problem.
I called O2 again, but all I got every time is "As you got a new sim card, and as everything appears normal on your connection to the network, it must be the handset". Well, as I tried the sim card in other phones and experience every time the same problem, I hardly think so.
Plus, even if the handset was the problem, one would reach my voicemail!! Here, one hears a dead tone.
My biggest frustration is the fact that every time I call O2 customer service, they want to get me through these handset tests without trying to reach me on my mobile phone number to hear the dead tone.
Could anyone be of some help? Has anyone experienced this unusual situation? Any ideas?

[giamburrasca]

Phone customer services and explain that the new SIM they have supplied is having the same problem as before and also in another handset. Is the other handset an original o2 blackberry? I always advise people who buy used on the internet to restrict themselves to handsets that were originally intended to work with their chosen network provider as it makes things so much easier. Can you try somebody elses O2 blackberry SIM in your handset, just to be sure.
Remember, O2 (as with all networks) won't provide any support for a handset they haven't supplied.

[ghis]

Hi giamburrasca,

Phone customer services and explain that the new SIM they have supplied is having the same problem as before and also in another handset.

That's what I do every time I call customer services. And every time, they want to go through handset checks.

Is the other handset an original o2 blackberry?

Yes. So is my handset.

Can you try somebody elses O2 blackberry SIM in your handset, just to be sure.

Did it, and there is no problem for them then.

It appears that is clearly some sort of a network problem. As I said in my original post: if that was a handset problem (which is clearly not the case), my friends would reach my voicemail. Here, when my friends text me, they receive an "unsuccessful" notification; when they call me, they hear this dead tone and the call is dropped.
My only thought is the problem is between the redirection from Virgin to O2 (as my phone number was transferred from Virgin); but that is only my guess.

[perksie Level 58: Overseer]

I think you're right, I had a similar problem when moving from Virgin to O2.
It took several months of calls both to O2 and Virgin before my messaging would work properly, I think it was Virgin who resolved it for me in the end, something to do with the number not having been ported properly.
I also asked O2 to re-provision it for me a couple of times and then it just started working.

[ghis]

Hi perksie,
thank you for sharing your experience.
Called customer service again this morning: O2 will re-set my line (as you said "re-provisioned" ?).
I have just been disconnected, should be re-set by Monday I guess.
Will keep you posted (as long as O2 does not check with Virgin that the porting has been done properly/is still alright, I am not hoping too much).

[perksie Level 58: Overseer]

Let us know how you get on.

[ghis]

Sure perksie, will let you guys know on Monday.

[perksie Level 58: Overseer]

You should get a quicker response here:
https://twitter.com/o2

[ghis]

I have just twitted if they could do the porting check on my phone number (mentioning o2 in my tweet).

[ghis]

Hi,
I received this answer from twitter
"Hello - you'll need to call and speak to customer service to discuss this in detail - http://j.mp/CallCS"
I twitted @o2 again this morning, including the link to this post of the forum.
At the moment, my sim is not provisioned yet. Maybe this afternoon...