Cannot receive calls but can make them

[no-signal-sam]

My wife and I have identical phones (Samsung Galaxy J5 (2017)) and are both on O2 Classic PAYG.

Yesterday she was getting calls on her mobile from friends saying that they were unable to call my mobile.

We were sat together on the sofa. She tried phoning my mobile but could not connect. I successfully phoned her mobile, and was then able to successfully phone the friends who were unable to call me.

It seems like the O2 network cannot locate my phone to connect an incoming call, but when making a call, the network is able to recognise my phone.

My problem is similar to this post, but I don't do social media, so how else can I get the issue fixed?

Thanks,

Sam

[gmarkj]

There are still phone numbers to call customer services @no-signal-sam :202 (from an o2 pay monthly phone) or 0344 809 202.

Best time to call is 8am UK time.

Alternatively you can call 0800 902 0217 using Skype for free.

Guide here Guide: A Guide to Skype

Depending on how long you have had your sim, it might be worth trying a new one.

The best way to get one is visit your local o2 store with some photo ID - ordering one over the phone means you current one is disconnected and replaced with the one being posted out.

[MI5 · Accepted solution]

@no-signal-sam 

Just trying dialing ##002# to clear all diverts, on the off chance that something is diverting your calls elsewhere.

[no-signal-sam]

Thanks MI5, I became contactable after doing as you advised. I'm mystified though as I have never knowingly set up call diversion.

[MI5]

Glad you're sorted @no-signal-sam 

[no-signal-sam]

Thanks gmarkj, I will note the numbers for future use.