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

[Sprogletto]

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.

[MI5]

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

[japitts]

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.

[Dave-O2]

Thanks @MI5 

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

[Sprogletto]

DM’d you. Thanks

[Sprogletto]

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’.

[pgn]

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. Guide: All you need to know about O2 Voicemail 901 may help.

Good luck!