on 21-11-2018 01:57 PM
I just discovered today that international outgoing calls are barred. I have tried registering with a different provider in Switzerland but the issue is not resolved. I have also switch the sim to a different mobile phone and still the same. I have plenty of credit on my account in fact I topped it up again yesterday. It appears I can receive calls BUT I can not receive or send texts and I most definitely can not make phone calls locally or internationally. I do have my roaming activated and I do not seem to have any barred numbers on my phone. I have tried calling different numbers landlines and mobiles in Spain, Ireland and Switzerland and no luck I keep getting the same message "Sorry but this number is temporarily barred try again later".
I was able to make calls from Switzerland about 3 months ago so not sure what happened. Please can you help I do not want to loose my number and intrinsically all my credit.
Awaiting your response.
on 21-11-2018 02:16 PM
Thanks for your post! Firstly, I'd like to welcome you to the 3Community! It's a great place to find handy articles and engage with other members in the forums
At present, roaming for Prepay customers in Switzerland isn't currently available. Our roaming agreement for Prepay customers recently expired and we're working hard to get a new agreement in place with another Swiss operator. We expect this to be in place in mid-Dec. For the moment, this means that you won't be able to use your Prepay services there.
on 21-11-2018 02:56 PM
@megon it's a recent agreement I read on another topic last week so they should have something sorted before Christmas. Might need to buy a SIM over there to use for making calls in the meanwhile. Is your phone dual SIM?
on 21-11-2018 03:05 PM
Yes I have a swiss sim and a dual phone so I will go with your advise thank you. I was just getting worried because I do not want to loose the number as I will be returning back to Ireland at some point and I have used that number for years. I just want to make a phone call or two every couple of months to keep it active. Thanks a million for replying :-)
on 21-11-2018 03:15 PM
Hi Lisa, Thanks a million for your reply. I surely hope the company can resolved the issue in December because if I loose my number due to lack of being able to make a call to keep it active I will expect a full refund on my credit or at the very least a reactivation of my number with the relevant credit allocated to it. If we think about it it is not my fault the company left prepay users in roaming in Switzerland stranded. There should have been a better management of the contracts and begin to see another operator before it expired.
Anyhow maybe you can forward this complain to someone in there or send me a link where I can log in a formal complain. By the way I'm not annoyed with you just annoyed at the fact I was yesterday with technical support in your chat with someone called Tejas N for over an hour and I was told if I didn't make a call within 6 months I would loose all the credit which knowing now the full background it would not be fair to the customer.
Anyway thanks again for helping me
on 21-11-2018 04:07 PM
I completely appreciate where you're coming from @megon ! Something should be in place by then. We do recommend using your Prepay number once every 6 months and topping up once in the same period to keep the account active. If 6 months go by without usage, then there's a possibility that the system will deactivate the number but this doesn't happen straight away.
If you'd like to submit a complaint, you can do so by filling out this online form here. This goes straight to our Customer First team, who deal specifically with complaints. Alternatively, I'd be more than happy to help you here and take a look at your account to see if this is something you need to be concerned about. For this, I'd need you to just PM me your number, name, address and date of birth.