Not receiving calls

[Prim17]

We have recently transferred from o2 to Vodafone and have discovered that external calls cannot be received on the phone.  Calls from other Vodafone uses work but if you ring from an external line then the phone doesn't ring.  I have spent the last three nights speaking to very nice customer service people who ask me to wait 24 hours and then nothing happens.  I have now been told again that this is going up to the Tech Team and will be fixed but I find this difficult to believe as we are now on day three and no further forward.  We transferred the number from o2 but have been told that the porting happened with no problems!!  Any ideas where we go next?  Tempted to cancel the account under the 30 day offer.

[BandOfBrothers]

Hi @Prim17

This sounds potentially like a Split Port where the files which settle in stages have glitched. 

They will I assume escalated this to the Porting Team Department. 

You could use the 30 day cooling off period. 

That said the issue maybe that the port hasn't completely finished yet which may have an impact on retaining your mobile number. 

[Prim17]

Thanks.  It's just so frustrating because they keep saying that they are passing it on and nothing seems to happen.  They have told me that it has all ported correctly so I'm not sure.  I'll give it until tomorrow and then cancel the contract.

[BandOfBrothers]

You're welcome. 

Hope all goes well. 

[Retired-LouiseE]

Hello @Prim17

I understand your frustration. 

Have you been in contact with our team to discuss this further? Can you provide an update on what's happened.

Louise

[Prim17]

Hi Louise

I've been speaking to people on 191 since Monday when we first noticed the problem.  It must have been happening since we first gave them the PAC code but because the phone is receiving calls from Vodafone numbers and can call out we hadn't realised there was an issue.  

I have explained to them that my biggest worry is that my mother-in-law who has alzheimers is unable to contact my husband by any other number but things don't seem to be moving any faster.

I have phoned again this morning and they have now made arrangements for me to pick up a temporary PAYG sim from the local store, while the problem gets sorted.

They asked me to find out if the number could be contacted by other networks and my friend on o2 has just tried it and got the same issue that you get from a landline.  It just beeps!

They have now told me that someone should phone me in 3/4 working days to discuss the problem! I have looked at various forums with the same issue and people have waited weeks.  We are still in the 30 days period for cancellation and are thinking that the best way forward might be to cancel and get another phone.

Can you help at all?

[Retired-Sarah_L]

Hi @Prim17, 

I've sent you a private message with details on how our team can get this looked into further for you. 

Thanks, 

Sarah

[Prim17]

Thank you Sarah

[Retired-Sarah_L]

You're welcome, @Prim17. 

Regards, 

Sarah

[Retired-Sarah_L]

Duplicate post