Voicemail (phone doesn't ring) from THREE loyalty 061-203660

[Stephen_49558]

I have previously on a different thread related to spam calls discussed an issue happening to me and others. 

This relates to receiving voicemails from THREE LOYALTY number 061-203660 and other numbers.  The problem experienced by me and others is that our phones do NOT ring first - you only get a voicemail notification that THREE have rang.  THREE have previously answered support topics with "add us to your contacts and restart your phone" and other such nonsense.

These voicemails, from what I can gather from searching the internet, appear to be done by using a relatively new technology, used by tele marketeers and cellular operators, to bypass ringing a phone and leave a voicemail.   It is known as "RINGLESS VOICEMAIL" AND "ROBOCALLS".   Thus, in some cases, avoiding legal issues about ringing customers who have elected to "receive no calls" (as only a voicemail is left).  Whether THREE are initiating these calls from 061-203660 (which is a legitimate 3 Loyalty number) or whether this is the work of spammers is unknown.  But in my case, no actual message is left - just about 30-60 seconds of silence.  There are other threads from people with similar issues.

This leaves THREE SUPPORT with a job to do - pass this feedback on, but ALSO promise to REVERT with findings so that the many threads on 3Support about this can be laid to rest.  I am happy to make a formal complaint about THREE if this will result in a more formal response to this issue. I think you will agree, this is unacceptable and the problem needs to be sorted.

In this regard, as a first step, could you, as 3Support, confirm whether THREE uses "Ringless Voicemail" technology when making calls to customers.  Thanks again.

[Three_Niall]

Hey @Stephen_49558 thanks for your posting here, to answer your question around ringless voicemail and robocalls I can assure you that we don't use these services. Our Loyalty team are a team made up of human agents who outbound call customers in relation to offers on their accounts. 

I understand your query around "avoiding legal issues" however this is something that we take seriously. Our Loyalty team would only be able to contact customers who have their marketing permissions as accepted and you can turn these off on the My3 app.

If you would prefer not to receive these calls you can turn off your marketing permissions in the My3 app by selecting the "My3 account" tab on the home screen and going to the "Permission and Preferences" section on that page.

[Stephen_49558]

Thanks for confirming Niall.  This leaves the question as to whether perhaps the calls are being made by spammers and spoofing the THREE loyalty phone number.  Because no voice messages are being left, but lenghty silent messages received. 

Given that these calls are bypassing the "ringing" function for lots of three users, and that THREE have now confirmed that they do not use "ringless voicemail" technology, it would appear to be non-three initiated.  I have as you suggested changed marketing preferences, and will keep an eye on whether the calls continue.