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Three Network Issue – July 2020

We are aware of an ongoing issue with call forwarding within the Three network (including Smarty) affecting a small minority of our customers.

Due to the time being taken by Three to resolve this, we have released a 2nd version of our service that is seeming to resolve the issue for some customers – to do this please follow the below steps:

  1. First, turn off wifi on your handset
  2. Dial ##002# check the screen that appears does not say error/failure, and press dismiss/ok/confirm
  3. Wait a couple of minutes, then call your mobile from another phone, decline/reject the call, and check you now hear your voicemail message, and hangup.
  4. Now, dial **67*03333110237# and again check the screen does not say error/failure, and press dismiss/ok/confirm
  5. Wait a couple of minutes, and call your mobile again from another phone, this time withholding the number, decline/reject the call, and check you now receive our text.

If when dialing either of the codes above you receive an error/failure message, you should contact Three customer service and ask them to reset all diverts to default. Once they have done this you should then be able to dial **67*03333110237# and receive a success message on screen.

 

We are aware of a few issues that are occurring when trying the above; if you receive an error you could try:

  • Check you have a good signal – we have found that only having “1 Bar” signal strength can cause issues.
  • Reset your network settings within your handset – go to your phone’s menu, choose reset, and you should have an option for “Reset Network Settings”.
  • If using an iPhone you may have to turn on and off divert from within the phone menu, just go to Settings > Phone > Call Forwarding, slide to On, enter any other phone number, and wait for the slider to stay in the On position, with the number shown in the box below. Once it has stayed On, slide to Off. You may then be able to dial **67*03333110237# without problem.

If you still receive an error/failure message, you should contact Three customer service and ask them to reset all diverts to default. Once they have done this you should then be able to dial **67*03333110237# and receive a success message on screen.

 

 

EE Text Message Alerts

We are aware a small number of our text-message unmasking alerts failing to deliver to handsets on the EE network.

If you are a customer who has declined/rejected a call, but not received a text, please contact us with the date and time of the call in question which will enable us to re-send the text message to you.

We are currently working with EE to resolve the issue, which we believe is related to network capacity.

This affects the EE network only, no other networks are affected.

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