Not receiving incoming texts and calls

[Ant11]

Hello, I have a Nokia 7.1  Android version 10 on pay monthly. I cannot receive incoming texts or calls since 24th December 2024. The calls go to voicemail with no text  alert to say I have missed a call. I can make outgoing calls and texts. I have contacted customer service and did the trouble shooting they advised- I have done a network reset and also disconnected O2 as the provider and reconnected to O2 but they have not helped.

I would be grateful for any  help you can give please.

[Ant11]

sorry, meant to say Pay monthly 

[gmarkj]

Do you have another working phone/sim that you can swap with @Ant11 (a work phone or partners perhaps)?

If their sim works in your phone, but your sim doesn't work in their phone the problem is your sim.

If their sim doesn't work in your phone and your sim works in their phone the problem is your phone.

If you need a new sim, the best method is to swap in store (take photo ID) - they give you a new sim and it is often up and running by the time you leave the store. If you call customer services then they will post a new sim to you but your current one is disconnected.

See also if anything in these helps:

Guide: How can I sort out my network issues? 

Guide: Is the network down for me or everyone? 

If you need to contact customer services we also recommend the social media teams - they are UK based and have a good record of resolving issues. Links to all of o2's channels are in the guide Guide: How to find help & contact O2 

[Ant11]

Thank you very much. Unfortunately I don’t have access to another device so I will need a new SIM from O2 to see if that is the fault. In the meantime I have had a look at the links you have provided and checked the following:

Call settings: My call diversion to ‘voicemail always’ is ‘off’ but I thought I would try to turn it on and off to see if helped. When I tried to set diversion to voicemail on it came up with message ‘unexpected response from network’ and would not let me do it.

Also when I looked at message settings ‘RCS chat use Wi-Fi or data for messaging when available’ it has message status ‘setting up trying to verify your number’.

Does this suggest a network issue rather than a SIM or device fault?

I have checked network service status in my postcode and there are no issues- just says gets very busy here

Thank you

[gmarkj · Accepted solution]

Call divert numbers and 4G/Wifi calling tend to disagree with each other @Ant11 - you would have to turn off 4G calling in your My o2, wait 24 hours and then try to use the codes.

It does sound like something on the o2 side has a problem, and a new sim would be the first fix.

[Ant11]

Thank you- I have requested a new SIM from customer services.

When I put the new SIM into my existing Nokia 7.1 handset will all my messages, contacts, photos and voice messages be saved and still accessible?

[gmarkj]

Assuming that all of the above are on the phone already and were not on the old sim, yes they should still be there @Ant11