topic Re: Not receiving calls from other networks or text messages in Discussions & Feedback

Not receiving calls from other networks or text messages

Makhan21 — Fri, 21 Jun 2024 15:34:14 GMT

Recently switched from EE BUSINESS to O2 Business, I have not receiving any calls from any other networks or land lines.

nor am I receiving any text messages.

i have contact customer support on many occasions and they say that their systems are all showing as correct.

i have been sent a new replacement SIM but unfortunately this hasn’t resolved the issue.

O2 Business have now escalated my issue to their complaints and review team.

has anyone else had similar issues and were they eventually resolved

Re: Not receiving calls from other networks or text messages

pgn — Sat, 22 Jun 2024 06:31:39 GMT

Porting can be a protracted affair these days - but as your PAC came from EE, chase up with them in the first instance to see if the port was successful on their side, your EE SIM should be inactive if all is ok there.

Then persist with O2 Business team on 8002 to find out where things are stuck. Porting at the weekend is uncommon - you may have to wait until Tuesday if things are in-flight. Keep rebooting your phone with the new O2 SIM in place, @Makhan21 - good luck!

Re: Not receiving calls from other networks or text messages

Lord-Gareth — Sun, 23 Jun 2024 22:28:57 GMT

Call CC and file a complaint, then someone will have to deal with it.

Re: Not receiving calls from other networks or text messages

Oxonian — Mon, 24 Jun 2024 20:12:52 GMT

@Lord-Gareth

As @Makhan21 is Business customer, he presumably wants this issue resolving as soon as possible.

If he lodges a formal complaint, there will be a delay of up to eight weeks whilst O2 investigate and respond to his complaint, and during that period, other O2 teams will be either unable or unwilling to engage with @Makhan21.

A way forward has been suggested by @pgn and I would urge @Makhan21 to follow that guidance so as his issue is resolved timeously. 👍

Re: Not receiving calls from other networks or text messages

Makhan21 — Mon, 24 Jun 2024 21:47:51 GMT

Thank you for your advice, I have not received any response from Complaints and Review team at O2. I was informed by customer care that it could up to 5 days for complaint team to review and reach out to me. In the meantime I will contact my old service provider EE to check if the transfer from their end was completed correctly.

Re: Not receiving calls from other networks or text messages

Oxonian — Wed, 26 Jun 2024 19:52:44 GMT

As I said above @Makhan21, the five-day turnaround for complaints is a fiction. 👍

Re: Not receiving calls from other networks or text messages

japitts — Thu, 27 Jun 2024 07:04:00 GMT

@pgn wrote:
as your PAC came from EE, chase up with them in the first instance to see if the port was successful on their side,

That's bad advice. Once your PAC has been given to a new network provider, you are their customer and your point of contact is them.

Even if the issue is incomplete or errant porting data with your old network, it is for your new MNO to liaise & resolve. Your previous operator will rightly refer you onwards if you contact them.

Re: Not receiving calls from other networks or text messages

pgn — Thu, 27 Jun 2024 07:25:37 GMT

@japitts wrote:
@pgn wrote:
as your PAC came from EE, chase up with them in the first instance to see if the port was successful on their side,
That's bad advice. Once your PAC has been given to a new network provider, you are their customer and your point of contact is them.

Even if the issue is incomplete or errant porting data with your old network, it is for your new MNO to liaise & resolve. Your previous operator will rightly refer you onwards if you contact them.

Advice noted, @japitts - with thanks 👍

Re: Not receiving calls from other networks or text messages

SImonw_1963 — Thu, 27 Jun 2024 10:26:37 GMT

One the PAC code has been received, it is O2's job

to advise you when the migration will happen
this will take 4-8 hours and involve several phone restarts (Phone should receive O2 calls and make calls anywhere at this point)
advise all other networks what numbers they hold (allow other networks to call you)

Phone numbers are allocated by ranges to mobile phone companies. When you call or message someone, your local phone company checks it's register, then the allocated mobile phone company to find you. Until O2 tells everyone you have migrated, only they know you have migrated, as well as your original supplier.

Once sorted, this can take 1-2 days but usually 1, the port is truly completed.

Re: Not receiving calls from other networks or text messages

pgn — Thu, 27 Jun 2024 11:16:32 GMT

@SImonw_1963 wrote:
One the PAC code has been received, it is O2's job
to advise you when the migration will happen
this will take 4-8 hours and involve several phone restarts (Phone should receive O2 calls and make calls anywhere at this point)
advise all other networks what numbers they hold (allow other networks to call you)
Phone numbers are allocated by ranges to mobile phone companies. When you call or message someone, your local phone company checks it's register, then the allocated mobile phone company to find you. Until O2 tells everyone you have migrated, only they know you have migrated, as well as your original supplier.

Once sorted, this can take 1-2 days but usually 1, the port is truly completed.

Thanks, @SImonw_1963

@Dave-O2 @Kei-M_O2 - Looks like the info shared above, if generic and applicable to all PAC transactions/processes when moving to O2 from another provider, could do with being added into the

that @MI5 wrote and keeps updated here on the Forum.

It would fit under the "If you are porting from another Network Mobile Operator to the O2 Network." section.

What say all?

Re: Not receiving calls from other networks or text messages

japitts — Thu, 27 Jun 2024 12:03:51 GMT

Strictly speaking, the new MNO doesn't "tell everyone" you've moved.

Call routing is based on the number prefix, and thus the original issuing network will always hold your number for routing purposes. Every time you change networks, that routing data is updated to point to your current MNO.

The exception is that your current MNO has equivalent data to the effect of "don't route externally, this is a port-in".

This is why a ported-in number quite often will receive on-net originated calls/texts but nothing from off-net.

Re: Not receiving calls from other networks or text messages

MI5 — Thu, 27 Jun 2024 12:35:56 GMT

An often misunderstood process @pgn and regularly mis informed from here too.

The more info the better I say 👍

Re: Not receiving calls from other networks or text messages

Kei-M_O2 — Thu, 27 Jun 2024 13:18:30 GMT

Hi folks,

I'm happy to update the guide if you want to pass me over the wording you'd prefer to use @MI5 (or I can do it later).

Thanks,

Re: Not receiving calls from other networks or text messages

MI5 — Thu, 27 Jun 2024 13:47:44 GMT

Easier for you to go ahead and do it @Kei-M_O2 👍

Re: Not receiving calls from other networks or text messages

Kei-M_O2 — Fri, 28 Jun 2024 11:20:33 GMT

Updated, and I've tried to give the original author credit as well 👍

Re: Not receiving calls from other networks or text messages

MI5 — Fri, 28 Jun 2024 11:44:23 GMT

Cheers @Kei-M_O2