Forum Discussion
Cannot receive calls or texts on ported number
It’s been 2 weeks, I cannot receive any calls or texts from anyone but I can make them. When someone tries to call me they get “this number is not recognised.
I’ve had a chat open with customer service the entire time and I’ve done everything they’ve suggested. Getting a new sim, trying the sim in a different device, resetting network settings etc
Nothing has worked and I feel it’s not being taken seriously as they just come back and suggest the exact same solutions time and time again.
I have not gotten what I paid for and I am locked out of my online banking, the NHS website etc because I don’t receive multi-factor authentication codes
21 Replies
Thanks for the help, I’ll give that a try, I have an iPhone. How would I do that
I am having exactly the same problem, been nearly 3 weeks now, definitely not taken seriously
i can’t receive calls. If I call the number from another phone I get a message saying ‘the person you are trying to reach will not accept this call’
incredibly poor customer service, not a good start
Annmariexx Did you ensure that the phone is showing the correct number?
Do you mean in the settings? No. The phone is showing the number of the original sim. But I am unable to change it
having similar issue. not receiving text messages , notification texts, text from banks to confirm the codes. transfered from ee 2 weeks ago. can you help?
Hi LukaszM_2315548 please get in touch with our team smarty.co.uk/contact who can support you with this.
I had exactly the same issue to after porting over from EE. I spoke to Kiran on Chat who was brilliant. You need to get them to reset your voicemail. People trying to call me were going to my ee voicemail! txts I simply didnt get at all. After he reset my voicemail evething was back working as it should.
I’ll prompt my customer support agent to try that, thanks for the suggestion!
SteveGo_2264962
Resetting voicemail did not seem to work unfortunately.
I had exactly the same issue to after porting over from EE. I spoke to Kiran on Chat who was brilliant. You need to get them to reset your voicemail. People trying to call me were going to my ee voicemail! txts I simply didnt get at all. After he reset my voicemail evething was back working as it should.
EstaVS This sounds a bit worrying. On your account dashboard, does your real number show, or is it the number that was allocated to the sim when you first activated it?
The fact that you can make calls shows that the sim is activated and that you have an active Smarty plan.
If people cannot reach you, this sounds like the port process may not have worked smoothly.
Did you go through the porting process to transfer your number to Smarty? Did you get a message saying that it had been successful? If so, you need to raise a complaint with smarty via the website.
Hey MSF does this sound like a ‘split port’ that EstaVS is experiencing to you ?
Maybe one of the forum mods like Rebekah_150 can help ?
My SMARTY dashboard displays my number yes. I got an email from smarty saying my number had been ported successfully, I’m worried that I needed to do something with my previous service provider? They provided me the PAC code but nothing else.
I will raise a complaint with SMARTY. Thanks for your help, please keep me posted if you have any more advice.
