Can't receive text after porting

[elie_e_a]

It's been almost 10 days since I ported my old number from Vectone Moblie to Vodafone monthly plan. Since then, I wasn't able to receive any text from anyone except from Vodafone users.

I haven't been unable to sign in to my Facebook account or Snapchat for the whole time, sounds silly but it's actually very serious. Thankfully my email and gmail had a backup phone number.

I have contacted the customer service number many times and tried every thing they told me. Switching off my handset, reseting it, even trying a different phone, yet nothing changed. Every thing else work perfectly(making and receiving calls, mobile data...)

PLEASE HELP!!!

[BandOfBrothers]

Hi @elie_e_a

I appreciate your concerned at your current situation as anyone would indeed be, and wants this resolving asap. 

This sounds to me like a Split Port. 

This is where the files all haven't completed properly. 

If it is a split port then there isn't anything you can troubleshoot at your end to remedy it. 

Did customer services specifically mention they would escalate this to the Porting Teams.

If not if this was my situation I'd ask them to escalate it if they haven't already. 

The community forum also has Vodafone Tech Teams who read all posts. They may also be able to help. They go through each post in turn so please hang in there while they reach yours. 

[elie_e_a]

First of all thank you for taking the time to answer me.

Secondly, when I last contacted the customer service team, there might have been a little misunderstanding. The staff member  was saying something about the tech team, but I guess I misunderstood him - he probably meant that he will transfer me to the tech team, while I thought the tech team will call me back, so I hung up the phone...

Anyway I will wait a couple more days on the forum, before contacting the customer service team and I will ask them to escalate it to the Porting Team.

Thanks again

[hrym]

The most likely thing (I think), is that the advisor meant that they'd escalate this to the tech team.   It's unlikely (again, I think) that you'd be put through.   More correctly, this needs to go to the dedicated Porting Team, who deal with this sort of issue.

The team here will respond in time, but it might be worth having another go at getting frontline CS to escalate the matter.

[forumfairy]

Sorry, I'd have to (with the greatest of respect) disagree here.  With issues like this its not common for tech to escalate without speaking direct to the customer first to ensure all troubleshooting has been completed.

Nevertheless, I'd agree this should be heading in the direction of the porting team rather than tech in the first instance.  Given the initial timescales for porting issues can be from 24 - 48 working hours to start off with, its probably worth giving the customer services another shot to cut down your overall waiting time.  🙂

[hrym]

I'm assuming that all that was done in the first instance at initial contact level.  Its also entirely possible that the escalation was correct and merely that the incorrect terminology was used.   However, I'd like to be sure of all that, especially as the initial response of CS tends to be "give it time".

[forumfairy]

Sorry, may have been my misunderstanding from the post - the initial post seemed to point in the direction of the previous contacts being with front line only, rather than direct with tech or raised with porting. Entirely possible indeed, as you say, and, as you have also stated, I'd also be keen to follow up with them again as ten days seems a considerable time to be waiting without any further information on what is happening or a possible resolution. By this stage I'd have thought that it would be porting who were providing an update on timescales - usually being referred in the direction of tech means this line isn't being followed.
I hope its resolved soon. 🙂

[Becca_P]

@elie_e_a

I've sent you a private message with instructions of how to get in contact.

Once completed, a member of the team will be happy to look into this issue for you.

[Claireberry661]

I Am a business customer and am not receiving calls or texts after nearly two weeks since my port. I have had six different sims and been in store and on the phone to Vodafone nearly every day. They are not listening to me that something is wrong they just keep fobbing me off. I think I am going to cancel and go back to ee 

[John]

@Claireberry661 I'm sorry to hear you've been experiencing some issues . We'd love to get everything sorted for you - please come and speak to our dedicated Business team.