Moving from Talktalk and issue with taking home phone number

[Biggles1998]

HI, 

Ill rasie this as a seperate post, as i have seen issues else where with other people migrating to vodafone.

1, Rasied request online to migrate to vodafone with the move of my current home phone number

2, received the letter of confirmation but the number for "your phone" was an FTC number not my home number as requested.

so i called the support to ask and query fi the FTC is a reference number or should be the number I requested.

it seesm that they have no record of my request, and put a request in to transfer my number across ( lthough no reference numbers given )

THE CATCH!

i will only know if i have my number 24h after the service is acivated? so if i wait and find out that ive been unable to take it across, my old service woudl be cancelled anyway so no way of keeping it?? the only sure way is to cancel my VODAFONE service before go live and revert to talktalk?

i know Vodafone cannot guarentee the phone line now, but having to wait until i actually migrate to the Broadband / home phone servive to find out seems like (entrapment), if i wait and find out i could loose it all, otherwise cancel the service and go back to talktalk..  hmmm  really can it be that hard????

[Dibber]

I was just about to post about the same issue.

We transferred our service from Plusnet on the 1/5/18 and was surprised to find we had lost our home phone no..  I don't remember there being an option/request when I completed the online form.  It asked about keeping existing landline, but that's different isn't it?  I've never had an issue when transferring between companies.  If you are not moving surely the default is to keep, not lose, your existing number.  So I now have to wait 10-14 days to see if I can, possibly, get our number back.

[Biggles1998]

guy from broadband said that he agrees that the process is flawed.. but said that over 80% do go through ..

I'm not convinced!

[Biggles1998]

can i ask for some guidance on this from vodafone support?

looking up the ofcom guidelines it only says that if i am moving house that i would be expected / not guaranteed my number to be ported..

and i i am not - only moving provider.

ofcom:- 

”If you want to keep your existing landline number, let the provider you wish to switch to know. However, you may not be able to keep your existing landline number if you are switching landline provider at the same time as moving home.

”

[Biggles1998]

looks like we have a reslution and the number is set to move across.. fingers crossed..

[Dibber]

Update on ours is that two days ago got a text to say that the process had been successful and our no. would be moved within 24 hours. We now have our old no. back, so credit to Vodafone for that. Sadly this was avoidable if they had had the correct forms and processes in place in the first instance.

[TJ]

@Biggles1998 @Dibber That's great to hear! I'm glad that we've managed to get everything resolved for you and apologise once again for the delay.

Please don't hesitate to pop back to us if you have any further questions, we'll be more than happy to help 👍

[Dibber]

Thanks @TJ.

The problem has not been the support since the incident as this was sorted within the time frame suggested (we also had good phone support when our broadband did not go live on the day proposed), the issue was the lack of good procedure to avoid us getting us there in the first place.

It would be good to know, as looking on the forum we are not alone, that the initial application procedure is being looked at and improved to make it clearer that you can (as ofcom suggest) take your number with you to Vodafone from your previous provider, as at the moment it certainly is not the case.

[Gus13]

Glad you got it sorted. We cancelled our order before it was activated since the process was all very vague and simply didnt want to risk it.

Hopefully the process will change soon for others