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’ 🤷🏼‍♂️

[nleaney]

I stumbled upon a live chat service. Hopefully this will help. As per the links. Please note my previous comments about the lack of interaction / they are all

self help. 

[nleaney]

Posting an update for the community.

So far I've had three follow-up calls with O2 support.  On each occasion they have taken me through the same process of resetting network configuration on my phone and making sure I'm not blocking incoming calls.  It's not clear to me that they are recording the results of these activities to allow the next person that calls to skip these steps.

After the first call they said they would put a request for the 'tech team' to rebuild my account.  When they called yesterday they said that request had been declined "as they hadn't gathered all of the information required".  They asked whether I had experienced the problem when roaming (I hadn't) or whether results were different in other locations within the UK (they aren't). They asked for postcodes where I had been when (not) receiving the calls.

Today I received the third call.  After going through the preliminaries, they said that the 'tech team' had declined the request to rebuild as "they didn't think it would resolve the issue".  They then suggested going into an O2 store to collect a physical SIM and see if that makes any difference.

I'm not going to be able to visit a store until the weekend so we'll have to see how that goes 

[Oxonian]

Good luck @nleaney and please keep us updated on further developments. 👍

[Anonymous]

@nleaney Indeed, it's a bit much that a communications company has the communication skills of a flippin' Ferret with their own customers!

[nleaney]

Physical SIM didn't make any difference.  Now passed back to the 'tech team'.

[Oxonian]

Sorry to hear that @nleaney ! 👍

[CariadCymru]

This appears to be a split port. However, you mentioned that you ported your number to Virgin five years ago! I’m not sure if your number was ported from Virgin to O2, but if it was, it seems like it didn’t complete properly.

[Oxonian]

@CariadCymru 

If that is aimed at @nleaney, it needs a tag thus ! 😀 

[nleaney]

Thanks.  Noted.  It seems nearly impossible to suggest a potential solution to O2 Customer Service.  Plus the feedback mechanism is awful - "We'll ask the tech team to do something and then we'll ring you back next week to see if it's fixed it".  There's nothing from them to say they've made a change and can I test and no way (other than waiting for the call) to tell them it hasn't worked. 🤦‍♂️

[Oxonian]

I wonder if @Dave-O2 can help @nleaney ?