Hi all,
Thank you to everyone for your contribution and um... Encouragement 🤣. I have managed to fix it!
To be fair whilst all the technical team were pleasant and friendly, not all were easy to understand with their broken English, but they tried. However I must admit their resources or training/experience did not help the, go past what was written in front of them to try.
Whilst with the third Tech, we tried a few things and he basically said He could not understand it and was at the end of the line. He said He was going to put me on pause and was going to try see if anyone had any ideas. We agreed I would try and put the sim in another phone and see if it had the same issue while he was doing that. So approx 10+ minutes on hold,
Swapped Phones, and I went from a newer iPhone to a iPhone 6S. Upon swapping, I asked a friend in the uk to call me and they got the same long pause then straight to Voicemail. However I noticed that the 6S showed a symbol that the newer iPhone did not (it has an older OS). Th symbol was a Telephoen with an arrow to the right. At this stage I had cancelled all diverts, and also gone into my phone settings and made sure there was no forwarding as I had never done any forwarding via the phone only through the network instructions.
I did some research and it said this was call forwarding! So I went into settings, and the forwarding was to a UK mobile number which turns out was o2 Voicemail. I then Cancelled the forwarding on the old Phone and was able tor receive a call, I swapped back to my phone checked the forwarding was still cancelled and was able to receive calls again. I went to settings --> Phone --> call forwarding and then cancelled it from there but will stress I never set it up, happened with they network command.
If I hadn't have put it in an iPhone 6S that showed the forwarding (as my phone didn't) I dont think we woudl have resolved it. the tech came back and said they were at a brick wall, and I explained that this had been the case and he was glad.
I do feel that the support I received has been poor for what I would expect from o2, I've had good experiences when I first took out my contract a few years ago, however now If I try and call it takes forever, If I use the Chat the Bot is totally useless in letting me ge through to an advisor and then when it says it will put me through after many minutes of answering irrelevant questions it comes back with Sorry no one is available and that is almost every time, So something is not working properly in their resources and systems!!
That said I am happy with the service from the phone in terms of signal and the Features, I just wish they woudl invest more in their staff, training and availability as if that was on point they woudl be amazing over just good.
My issue shouldn't have needed 3 Techs to go through it and still not be able to resolve it.
Thanks for the community and lets hope someone somewhere sees these kinds of messages as we want to love them, but they let themselves down and hopefully will get it sorted in the year to come... Happy Easter all
