{"id":36634,"date":"2023-12-19T08:41:02","date_gmt":"2023-12-19T08:41:02","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36634"},"modified":"2023-12-19T13:06:33","modified_gmt":"2023-12-19T13:06:33","slug":"consumers-with-vectone-mobile-uk-numbers-face-ongoing-issues","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/12\/consumers-with-vectone-mobile-uk-numbers-face-ongoing-issues.html","title":{"rendered":"People with Vectone Mobile UK Numbers Face Ongoing Issues UPDATE"},"content":{"rendered":"

Customers who first acquired their mobile number from Vectone Mobile<\/a>, which one operator says “recently ceased all UK operators<\/em>“, appear to be facing ongoing problems with routeing of calls and texts after major service problems began a couple of months ago. The bad news is that a change of number may be required to fully resolve it.<\/p>\n

The situation began at the end of October 2023 (here<\/a>), when we reported on a protracted loss of service and difficultly contacting customer support at UK mobile operator Vectone Mobile<\/a> (the issue was also covered via our forum<\/a>). Since then customers have struggled to leave the provider, but quite a few were eventually able to secure a PAC (switching code) and move to pastures new.<\/p>\n

NOTE:<\/strong> Vectone Mobile UK is a Mobile Virtual Network Operator (MVNO) on EE<\/a>\u2019s network.<\/div>\n

Unfortunately, customers who have a number that originated from Vectone Mobile itself are continuing to experience sporadic problems with the routing of their text messages and calls, which may continue even after they’ve moved to a different network. This is due to the way that mobile networks work.<\/p>\n

When you switch mobile networks in the UK, your mobile number always stays registered with the network from which it originated. When you make or receive a call or text message (SMS), it is first routed to the network who originally supplied the number and then forwarded (onward routed) to the network currently serving the customer.<\/p>\n

However, the sudden collapse of a mobile operator can cause problems with this process and some operators, such as iD Mobile<\/a> and Smarty<\/a>, have now started actively warning customers – those who have ported in from Vectone Mobile – that the only solution may be to change their numbers.<\/p>\n

iDMobile Email to Ex-Vectone Customers<\/strong><\/p>\n

We’ve noticed your mobile services may have been impacted, affecting your ability to receive calls and texts from outside the iD or Three UK<\/a> network. This is due to your mobile number originating from Vectone Mobile, who we believe have recently ceased all UK operations<\/strong>. Why has this happened? When you switch your number between networks in the UK, it always stays registered with the network from which it originated.<\/p>\n

When you make or receive a call or text, it is first routed to the network who originally supplied the number and then forwarded (onward routed) to the network currently serving the customer. So, for your mobile number ending in [redacted], any calls or texts would first be routed through Vectone Mobile. Due to this situation, your calls and texts cannot be routed reliably, therefore you will face ongoing service issues.<\/p>\n

Please note: Switching your number to another network using a PAC will not resolve the issue. Any customers whose mobile number originated from Vectone Mobile will face ongoing service issues – regardless of what UK network they are currently with.<\/p>\n

What is the solution?<\/p>\n

We have worked closely with other networks to find a solution, but unfortunately, the only way to restore full service is to change your mobile number. To do a free number change, contact us as soon as possible at idmobile.co.uk\/contact-us. We apologise for any inconvenience these issues may have caused.<\/p><\/blockquote>\n

According to Companies House, both Vectone Mobile Limited<\/a> and Vectone Mobile Holding Limited<\/a> are technically still active companies that continue to trade, although admittedly neither has posted any new company filings since September 2023 (i.e. before the problems occurred).<\/p>\n

Sadly, we don’t have a press contact for Vectone Mobile, but we have tried to reach out for a comment via their normal communication channels. We have also requested a comment from Ofcom<\/a> on the current situation and will update once their response arrives. In any case, if the only solution to such issues is for customers to change their mobile number, then clearly the regulator needs a better approach for such situations.<\/p>\n

UPDATE 1:03pm<\/strong><\/p>\n

We’ve had a comment from Ofcom<\/a>, although unfortunately they seem to be skirt over how problematic it can be for consumers to change a mobile number, particularly in this day and age when your number can be associated with so many different security systems and checks. We really need a better approach to this from the regulator.<\/p>\n

An Ofcom<\/a> spokesperson told ISPreview:<\/strong><\/p>\n

\u201cWe are aware of reports that customers with numbers originally supplied by Vectone Mobile have experienced service problems, and we are attempting to contact the company. If it ceases to operate, customers may need to change their phone number with their new provider.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Customers who first acquired their mobile number from Vectone Mobile, which one operator says “recently ceased all UK operators“, appear to be facing ongoing problems with routeing of calls and texts after major service problems began a couple of months ago. 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