Number porting still not complete after 7 days

[djm111]

I have an iphone 6 which i received on 19/09. I requested my number be ported from giffgaff and was told this would be complete on 23/09.

At 8am on 23/09 my giffgaff sim was deactivated. 

it's now 11am on 30/09 and i still can't use my phone on Vodafone.

I can dial out ok from my phone but i can't receive calls. I'm also unable to send or receive texts.

I've spoken to customer services every day and during each call i'm told it'll start working tomorrow, but it never has.

I'm posting on here as a last resort as i can't face another call to customer services.

Can someone please assist me as i've now had my phone for 11 days and have yet to receive a text or call on it !

[Ben_H]

Hi djm111,

Thanks. I can see we received your email reference [#8121349]. We'll aim to have a reply to you in under 48 hours.

Cheers,

Ben

[jht87]

my port is just going through today, told it would be sorted by 8pm - nothing works either. my phone doesnt work, my messages dont work. my spotify has downgraded, my account online doesnt exist anymore. no communication. also i have a VEA discount which will fall off - which means i have to reapply but i cant do this till my account works, meaning i wont get charged properly. have tried sorting this out online but cant get through to anyone!!!

[djm111]

I received a call on Sat. They said they'd ask the porting team to call me dtraight back to sort it out (the previous week i was told porting team dont work at weekends).
Anyway no call ever came but i did receive an email saying it would be resolved in 24-48 hours (again!!). Well those 48 hours have been and gone and still cant receive calls or send and receive texts.
Beginning to think this will never be sorted as its now day 15 and no progress at all

[Ben_H]

Hi folks,

@jht87 - So that we can look into this further, take a look here for how to get in touch.

We aim to reply to emails within 48 hours. If you need a quicker response, please visit our Contact Us page.

@djm111 - The last email I have for [#8121349] was one Johnson sent back on 4 October. If you've replied to another reference to chase this up, please let me know the [#8xxxxxx] number. 

Thanks,

Ben

[djm111]

Hi Ben

I hadn't replied to the email - i'd posted on here instead when the promised 24-48 hours elapsed.

I've responded to the email now, it has the same reference [#8121349] so hopefully you have the email and can do something that the others have so far been unable to.

This is now day 16 without a working phone.

[Jenny]

Hi djm111,

I can see you’ve replied to the email now and this is in our inbox.

We’ll be in touch as soon as we can.

Thanks,

Jenny

[djm111]

Thanks. I had a receipt email at 10:13 yesterday morning saying someone would be in touch with 48 hours

17.5 days and no progress

[Moth85]

Hi

I am having the exact same problem. I had my number ported on Tuesday and I lost service on my old sim at about 11am. I got service by 4pm on the Wednesday (excessive...) and now I am faced with a new problem. I can make calls but can't receive them, or send and receive text messages. I have spoken to advisors on the phone and livechat at least 5 times, and I've had a different response each time

The port needed to be refreshed - it'll be good to go in 2 hours

It takes 24-48 hours to go through so just be patient

The phone needs a factory reset - do this and it'll fix it

It'll take 24-48 hours after the factory reset. 

It'll be fixed by 8am tomorrow morning.

This is getting silly but I appreciate that many people have been in this position for longer than I have. Each advisor has apologised for what the previous ones have told me, showing a massivve lack of inconsistency with how they are dealing with what seems to be quite a longstanding issue. At best the advisors are misinformed/unclear as to the processes and at worst we are being lied to and/or fobbed off

I am desperately hoping that someone in the tech team sees this and can help me as I am at a loss and can't believe I am paying so much for a phone contract that is not fit for purpose. 

[djm111]

It's crazy. I've never experienced anything like - this the onus is always on the customer to pursue the issue.
Any decent modern company should pursue an issue through to resolution once the customer has reported it.

Its so frustrating, every time someone eventually gets back to you it's always the same story... Oh it's a porting issue, I'll put you through to the porting team. Then the porting team say it'll be fixed in 24hours and at that point vodafone wash their hands of you.
So 24 hours later the customer is left to repeat the above continuously until they eventually give up and leave vodafone as others seem to have done.

I've been with Vodafone since 19/9 now, been unable to receive any calls or texts, been forced to make daily contact to report the same issue over and over and again and charged £60 for the privilege!!!

Predictably the latest promised 48hour period has no passed with no contact made either.
I've tried posting on Twitter this morning to see if that gets me anyway as Livechat, calling customer services, a complaint and a forum post have achieved absolutely nothing

18 days and no progress

[Moth85]

I have spoken to 10 separate advisors now about this issue. I went through to the complaints team for the last two times, and the advisor called me on my home phone and spoke with the porting team on another line. They have assured me that this will be fixed by 5pm on Monday and are treating it as a priority. As I have been informed, I will need only to remove my sim card after 5pm on Monday and then reinsert it for services to resume. I don't think it is a coincidence that each time I have been given a timeframe it is when a particular team finishes their shift (porting team at 5pm, phone team at 8pm).

They have until Monday evening to fix this issue and then I'll be escalating my complaint further...