Number unobtainable

[nleaney]

I’m getting reports from a number of my contacts that when they try to call me they get an unrecognised / unobtainable number message.

Other people can call without difficulty.

I can’t seem to identify find any common pattern between those that are having a problem and those that aren’t. 

The number was ported from EE to Virgin about 5 years ago and of course it was transferred to O2 after the merger. I don’t know when the issue arose but I’ve only started getting reports during the last few months. 

Any suggestions?  

How do you actually get support from Virgin/O2? Other than the community page, all the links in MyO2 are ‘self help guides’ 🤷🏼‍♂️

[Enlli]

All the ways to contact O2 in the guide.

It might be useful to know if those people who can't reach you are on the same network.

It could be a routing problem.

Also, have you brought your number into O2 recently 

Guide: How to find help & contact O2 

[nleaney]

Thank you for your reply.

Unfortunately there doesn't seem to be a common pattern. People telling me they have a problem seem to be using Vodafone and BT/EE but equally I have friends on those services that don't appear to have a problem.

Originally the number was with EE and I ported it to Virgin Mobile in 2022.  It was then swapped over to O2 as part of the merger in 2023.  I don't know when the problem first materialised. You don't often find out when people haven't called you 😉

I did get a new phone at the beginning of this year which is equipped with an e-Sim if that could be part of the issue.

Thanks for the guide.  Most of the official O2 links seem to be self help or chatbot.  It would be great to have access to official tech support (I realise this is a community channel) because this is a difficult issue to resolve and I'm not expecting it to be resolved by community members. FWIW I got a message back from Twitter/X saying that they are no longer providing support using that channel

[pgn]

Out of interest, were you able to fully activate the e-sim ( eSIM - How to activate  ) and remove the then inactive physical SIM from the handset, @nleaney?

You could go into an O2 shop, with valid photo id, and ask them to revert your phone back to a plastic, physical, SIM, @nleaney.

In some cases, the config for your number on O2's systems needs to be completely rebuilt, which can be done remotely and will leave you with no service for a while until O2 re-enables your account after the rebuild. Worth a shot? This used to be something the Social Media team could do, as your call in progress drops like a stone as this process is undertaken, meaning X or similar is the only medium, in the absence of a second phone, available for communication during the rebuild. Good luck!

[Enlli]

@Dave-O2 Another saying support is not available via Twitter. 

Can you let us know the position please 

[madasaf1sh]

Seems to be true looking at twitter / X wonder if something has changed on that platform

[Enlli]

So looks like we will have to remove X from our replies

[Dave-O2]

Morning @Enlli 

More on this ➡️ HERE

[nleaney]

So what do O2 recommend we do if we don’t use Facebook?

O2 shops are a bit thin on the ground too. You’d think that a communications company would provide ways for

their customers to communicate wouldn’t you 🤦🏼‍♂️

[MI5]

All contact methods posted above already @nleaney 

Guide: How to find help & contact O2 

The reality is that any mobile service can suffer failures so should not be relied upon as the only means of communication.