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Can't receive calls only

RA13
Newbie
Posts: 4
Registered: 19-12-2017

Can't receive calls only

Hi,
I've recently changed phones and when I transferred my SIM everything worked fine apart from recieving calls. I tried my SIM in my old phone and had the same issue. I phoned up customer service and ran through some checks and they decided to send me a replacement SIM. The replacement SIM has the exact same problem (in both phones). I'm not sure what to do?
7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 140
Thanks: 23
Fixes: 7
Registered: 27-09-2017

Re: Can't receive calls only

Hi @RA13, thanks for getting in touch!

 

It's very unusual that this worked in a different phone, and now doesn't work in your new handset.

As far as you're aware, does this happen everywhere or only in certain locations?

Does this issue only occur when you're connected to 4G?

 

Thank you

-Oli

 Oli Gaffney
 Plusnet Help Team
RA13
Newbie
Posts: 4
Registered: 19-12-2017

Re: Can't receive calls only

Hi,
I've tried it at home and once at a restaurant about 5 miles from my house, same problem both times. Also I've only connected to WiFi so can't say anything about 4g.
Plusnet Help Team
Plusnet Help Team
Posts: 140
Thanks: 23
Fixes: 7
Registered: 27-09-2017

Re: Can't receive calls only

Thank you!

 

From your keypad, could you try and dial '#21#' please?

This is a code designed to stop calls being forwarded straight to voicemail.

 

Thanks

-Oli

 Oli Gaffney
 Plusnet Help Team
RA13
Newbie
Posts: 4
Registered: 19-12-2017

Re: Can't receive calls only

Hi,
Just tried that, issue still remains.
Plusnet Help Team
Plusnet Help Team
Posts: 140
Thanks: 23
Fixes: 7
Registered: 27-09-2017

Re: Can't receive calls only

Thank you for trying!

 

I think it's best if I access your account so I can check everything looks okay on there.

Please send me a private message (You can find the option to do this by clicking onto my profile) with your mobile number so we can begin security Smiley

 

Thank you

-Oli

 Oli Gaffney
 Plusnet Help Team
powbugs
Newbie
Posts: 1
Registered: 26-01-2018

Re: Can't receive calls only

Did this get resolved

RA13
Newbie
Posts: 4
Registered: 19-12-2017

Re: Can't receive calls only

Hi,
Yes this was resolved although it just randomly started working so I still don't know the cause