topic Re: Unexpected response from network in Pay Monthly

Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 20:52:22 GMT

I am trying to set a divert from my O2 number to another number on another network, but when I try to set the divert I get the error message "unexpected response from network".

If I try to ring this number it connects fine but for some reason O2 wont accept a divert request to this number.

I should add that I have no problems setting a divert to any other number - it is just this one number I have problems setting a divert to.

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 21:01:10 GMT

@Nemo1

The only logical reason I can think of is a restriction on that number or the network it is on.

Re: Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 21:16:12 GMT

The number I am seeking to put the divert on (A) is on the O2 network and the number I am trying to set a divert to (B) is on the Id Mobile network.

The curious thing is that I can, from A, call and text B. It is just setting up a divert from A to B which does not work.

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 21:17:48 GMT

Can you divert to any other numbers on ID or Three ?

Re: Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 21:20:10 GMT

Yes. No problem diverting to other numbers.

I should mention (just in case it is relevant) that number A is orginally an Orange (EE) number which as ported to O2 many years ago.

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 21:24:40 GMT

Well if you can divert to other numbers on that network there must be a restriction on that particular number, so I'd call CPW to check it.

Re: Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 21:31:03 GMT

Can I just check my understanding of how call divert works.

My assumption is that if I set up a divert from O2 number A to IDM number B that all O2 does when I set up the divert is to store number B in O2 somewhere. And that it is only when someone actually calls A that O2 would try to connect to IDM B and any error would become apparent. Is that right, or does O2 do some kind of check at the time when the divert is set up? (This is an "divert when unreachable" by the way).

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 21:39:57 GMT

The check will be made when the divert is setup to ensure the path is valid, t will be rejected.

Re: Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 21:43:45 GMT

Thanks for the explanation.

I did check with Id Mobile but they said it must be an O2 issue!

I suppose, if O2 checks the path upon divert set-up, logically it could be either O2 or IDM.

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 21:45:57 GMT

In this case, as you can set diverts elsewhere, I can't see it being an issue with O2.

Re: Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 21:51:23 GMT

I raised this problem with O2 in a chat yesterday.

I think I must have been on the chat for about an hour - not many message but long gaps between.

In the end they said that as I am unable to set up the divert they will set it up for me - although it might take up to 24 hours.

I asked what the nature of the problem was and they said they could not comment, which seemed an odd answer. If they were confident they could set up the divert when I could not they must have some idea what the problem was, I thought.

Anyway, over 24 hours later nothing has changed so I guess they just didn't know the answer and were just fobbing me off!

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 21:58:11 GMT

I wouldn't trust chat to tell me the correct time tbh.....

Re: Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 21:59:05 GMT

Annoying thing is once a chat is closed there does not seem to be any record of it so I cant go back to the person I was chatting with and follow it up.

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 22:03:38 GMT

You have to choose the option to email the transcript to yourself but you're unlikely to get the same chat person twice anyway.

Re: Unexpected response from network

Nemo1 — Tue, 07 Jan 2020 22:07:36 GMT

What is the best way of getting an answer? On this forum?

Re: Unexpected response from network

MI5 — Tue, 07 Jan 2020 22:14:09 GMT

Call customer services and ask for it to be referred to the network team or go back to CPW as I said earlier which is where the problem most likely is with that one number.

Re: Unexpected response from network

Nemo1 — Fri, 10 Jan 2020 14:23:52 GMT

Thanks for your help.

In the end I decided that I could not spend more time following this up and potentially being fobbed off again so I decided to move networks and terminate my O2 account.