topic Re: Unable to receive calls external to O2, and texts from EE customers in Pay As You Go

Unable to receive calls external to O2, and texts from EE customers

Sprogletto — Wed, 09 Jul 2025 10:03:00 GMT

I have been with O2 for over 4 years and recently not been able to receive calls external from the O2 network; they are going directly to 'EE Voicemail' which I have no idea why. This has caused me to miss many important calls from my doctor to my support team. Only O2 users, GiffGaff, Tesco etc. can call me and it works ok. As for texts I can receive with no issues apart from texts sent from EE users they aren't being received. I want to know what is happening after having 2 replacement SIM cards and many wasted hours explaining the problem to O2 customer service on the phone only to get a complaint reference then they say the cannot find my account ‌‌

All services work fine on my phone, I can make calls, texts and use data and there is no forwarding rules as per payg terms they don't allow diverts anyway. My number was originally an EE number so maybe a routing issue? Who knows but not my problem it should be O2 that fixes this and so far I've just had lip service ‌‌

Can someone enlighten the situation and help get this fixed, thanks.

Re: Unable to receive calls external to O2, and texts from EE customers

MI5 — Wed, 09 Jul 2025 11:33:58 GMT

Sounds like one for @Dave-O2 to help with.

Re: Unable to receive calls external to O2, and texts from EE customers

japitts — Thu, 10 Jul 2025 10:02:40 GMT

I'm quite surprised you can receive texts from VF & 3 users - yours has the hallmarks of porting data being awry on the network who issued your number originally.

Your current network has data to retain all traffic on-net, but anything originating off-net would go via the donor network initially. All networks have processes in-place to resolve this, by you going to your current operator and them escalating from there.

It's also unusual for this to "randomly" occur - networks have no reason to alter porting data except when you're porting.

Re: Unable to receive calls external to O2, and texts from EE customers

Dave-O2 — Thu, 10 Jul 2025 10:23:37 GMT

Thanks @MI5

@Sprogletto So i can check this out, can you please drop me a PM with the affected mobile number?

Re: Unable to receive calls external to O2, and texts from EE customers

Sprogletto — Thu, 10 Jul 2025 23:08:44 GMT

DM’d you. Thanks

Re: Unable to receive calls external to O2, and texts from EE customers

Sprogletto — Mon, 14 Jul 2025 13:04:08 GMT

UPDATE: I have had no DMs back regarding this issue, although now my number is now showing as ported on a phone validator and I can receive SMS from EE customers but calls external to O2 are still going through to ‘EE Voicemail’.

Re: Unable to receive calls external to O2, and texts from EE customers

pgn — Mon, 14 Jul 2025 13:10:20 GMT

Dave is out until Tues 15th, @Sprogletto

Do keep rebooting your phone periodically until the porting process, clunky as it is this time, completes.

Meantime Voicemail Settings:
Your O2 phone may have call forwarding or voicemail settings configured in a way that causes calls to be redirected to EE's voicemail, potentially due to your previous service configuration. may help.

Good luck!