Number ported and now can't receive calls
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Number ported and now can't receive calls
22-11-2019 7:08 PM
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I had a number ported to Plusnet from Giffgaff on Tuesday 19/11 and since then I cannot receive calls on that ported number. I can make calls, send and receive texts and mobile data is working but nobody is able to call the number. If I ring the number from a landline it says 'this number is not accepting calls at present', if I call from a mobile I just get silence for a couple of seconds and then the call ends. I've tried resetting network settings (it's an iPhone 11), taken the sim out and put it back in again and restarted the phone and it's still the same. This is actually my wife's phone and number and believe you me she's not happy right now so I would appreciate some help to get this working asap
Thanks
Re: Number ported and now can't receive calls
23-11-2019 10:49 AM
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Hi @zAndy1, I'm really sorry for the issues that are being experienced with the service since the port.
Does this issue occur if the SIM us used in another phone?
Can you please send us a PM with the following details so we can get the ball rolling in investigating this for you:
- The mobile number in question
- Your full name and address including postcode
- Are you the account holder?
Re: Number ported and now can't receive calls
23-11-2019 5:28 PM
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I've sent a PM and I have now checked and can confirm I get the same problem when I put the sim in my own phone (hauwei mate 20 pro) , unable to ring the number and get 'this number is not accepting calls at present'
Thanks
Re: Number ported and now can't receive calls
24-11-2019 4:34 PM
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Thanks for getting back to us @zAndy1
We've just responded to your PM asking for some more info.
Let us know once you've responded
Re: Number ported and now can't receive calls
24-11-2019 4:38 PM
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Thanks
Re: Number ported and now can't receive calls
25-11-2019 9:33 AM
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Re: Number ported and now can't receive calls
25-11-2019 4:09 PM
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Hi @zAndy1,
I've just sent you a PM. I'm trying to get this resolved for you but we just need to confirm something. As soon as we have that I can raise it with the Mobile Ops team to get the matter fixed.
Re: Number ported and now can't receive calls
25-11-2019 4:33 PM
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Thanks
Re: Number ported and now can't receive calls
25-11-2019 4:46 PM
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Thanks @zAndy1,
I've sent off that webform now. We'll let you know as soon as we have something back for you.
Re: Number ported and now can't receive calls
27-11-2019 11:11 AM
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Re: Number ported and now can't receive calls
27-11-2019 5:12 PM
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Hi @zAndy1
I'm really sorry but it takes 3-5 working days for a response when sending web forms to our operations team.
We're really sorry for any inconvenience caused.
Kind Regards
Re: Number ported and now can't receive calls
27-11-2019 5:26 PM
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Re: Number ported and now can't receive calls
28-11-2019 11:50 AM
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Hey @zAndy1,
I can certainly understand your perspective, I have now sent across a chase email to our operations team to check for any updates on this for you.
Thanks.
Re: Number ported and now can't receive calls
29-11-2019 5:55 PM
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Re: Number ported and now can't receive calls
30-11-2019 4:02 PM
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