Can’t receive incoming calls since porting to o2

[No-Calls-04]

Hi,

Yesterday my number ported from Mozllion (an EE MNVO based on the Transatel network, where I assume my PAC came from as my PAC started with TSL). I received an email stating that my port was completed at 08:13AM yesterday. I used outbound calls, texts and data yesterday and all worked fine with my number showing up correctly. However in the evening I became aware that I couldn’t receive calls, and when I tried calling my number from someone else’s phone it appears that my call gets forwarded to my previous providers voicemail service. This issue has persisted beyond the 24 hours permissible for porting. I’ve tried resetting my network settings, turning 901 voicemail off and on again, restarting my phone a bunch of times and toggling airplane mode on and off multiple times. My phone number also shows up correctly in myO2 and in my phones settings. 
I’m currently trying to work with the social media team as it seems that customer service won’t be of much help. I have an iPhone 17 Pro on iOS 26.0.1 I bought from o2 themselves on contract.

Anyone got any ideas?

Additional edit: I also cleared all call diverts using #002# in case that was the problem but it didn’t make a difference 

[madasaf1sh]

@No-Calls-04 

You need to contact o2 and get them to raise a case with Mozillion (who will in turn report it to the MNE - Transtel) as it wouldnt be the first time Mozillion have broken a port out.. 

Guide: How to find help & contact O2 

[No-Calls-04]

I figured as much, I was concerned about long-term reliability with Mozillion which prompted me to move to o2…guess I found out how reliable they are on my way out 🤣

I’m awaiting replies from the social media team as I’ve read plenty of forums here that indicate they may be more helpful than Customer Services. I also called Mozillion directly and they said they’ll raise an issue with Transatel, whether they will or not is a different story as I’m not one of their customers anymore. 

I appreciate your help, am I dealing with the correct people? I’m trying to get this resolved as quick as possible. Do you have a rough timeline as to how long it may take to get this issue resolved?

[madasaf1sh]

You can only deal with Customer Services, so yes you are dealing with the correct people.. 

How quick it gets resolved is based on how quick Transatel talk to o2 and resolve the issue, it can be upto 15+ working days sorry to say

[No-Calls-04]

The social team have sent it to the technical team and issued me a CIT number, is that progress in the right direction?

I’ve just discovered that calls from other o2 customers work fine and luckily, most people that need to call me are on o2 anyway. So the wait should be tolerable as long as it’s not longer than a couple of weeks

[No-Calls-04 · Accepted solution]

UPDATE: the issue seems to have been resolved overnight 2 days after joining. I’m not sure whether the split port resolved itself or if Mozillion did in fact escalate the issue to Transatel who fixed it overnight. I believe it was one of these 2 as I’ve not heard anything from o2’s technical team and the anticipated 15+ day wait makes it less likely to be them. I’ve informed the technical team to close my ticket. I hope this thread helps someone in the future who may be as stuck as I was 😁

[madasaf1sh]

It was an upto 15 day+ wait, so it can be shorter @No-Calls-04 

It sounds like someone found a missing configuration in the database and added your number to it, so was probably Transatel, when they did the next upload.. 

Glad its all sorted