In August of 2016 I asked Vodafone for a PAC code to transfer my number from PAYG phone, which I wanted to transfer to a Talkmobile (TM) contract that I had taken out in May 2016. I received the PAC code in August 2016 and telephoned TM to apply the transfer code. All went well with the transfer and after having my phone off as instructed for 24 hours my old number was then active on the TM network as one would expect.
As TM is a virtual network provider using the Vodafone network everything is similar except when dialing 191 or 121 you get TM profile voice prompts rather than the normal Vodafone prompts if you were an actual Vodafone customer.
In October 2016 I started to receive billing texts from Vodafone and then a text saying a SIM swap was in progress. The next day my number was disconnected from the TM network, however, if I called my number it was answered by a PAYG user on the Vodafone network. I called Vodafone who asked me for the account details for the number, I explained to customer support that I had transferred my number to TM in August and asked what was going on. I was told that I would have to take this up with TM as my information was not that registered to the current account holder of my number on the Vodafone network. I asked for some clarification of what had happened and was told that the transfer of my number did not happen from their records and that they has re-issued my number to another user on the Vodafone network. I was advised to contact TM and to explain the situation and they would be able to speak to the porting team at Vodafone and resolve the situation.
I contacted TM at the end of October 2016 explained the situation, and after many calls and a month going by, I was issued a new SIM and was then reconnected to the TM network once more. I was advised by TM that the other user on the Vodafone network would be issued a new number and the problem would not re-occur.
In early December I noticed that all the voice prompts had changed once again to Vodafone style, and two days later I received another bill text from Vodafone and then later the same day another SIM swap in progress text. My phone was disconnected from the TM network the next day, and once again I could dial my number and speak to the Vodafone user who had been issued my number. Once again I contacted TM and asked them to get this sorted out once and for all. I was disconnected for a further 3 weeks before I received a phone call from a TM senior manager to say that they had been notified by Vodafone that the issue had been resolved and a new SIM was on its way and after activation no further issues would be experienced. Just before Christmas 2016 I was activated back on the TM network.
Everything went well until mid January 2017 when another repeat performance was experienced, Bill texts from Vodafone, followed by a SIM swap message and then a disconnection from the Vodafone network.
This time I was disconnected until early February, I was assured by TM that Vodafone had finally sorted out all the issues and no further problems would occur. A new SIM was issued by TM and I was reconnected to the TM network and have had no further issues until today.
Today 28th February 2017 I have once again received a text with the billing information for the Vodafone user with my number. Two hours later I received another text thanking me for requesting a SIM swap and if I did not request this swap to phone a number. I tried calling the number but when I am prompted to enter my number the recorded message says this is not a PAYG number and disconnects me, so I have no way of talking to Vodafone to see if they can help me to resolve the issue. I fully expect by tomorrow morning I will be once again disconnected from the TM network and the Vodafone user will once again be reconnected.
I am going out of my mind with this problem I have only had 26 days service in the last 106 days. I am constantly on the phone to TM support and have written to their head office twice. TM seem incapable of resolving the issue and I cannot get through to talk to Vodafone to see if they can help me, as the automated system no longer recognises my number.
As a last resort I writing this post to see if anyone within the Vodafone organisation can help me?
This is a ridiculous situation as I guess the Vodafone user is as fed up as I am at being disconnected every few weeks. I was a Vodafone customer for 25 years with no issues prior to moving to TM and now realise my mistake, though I have to live with it as my contract with TM has still more than a year to run.
Any advise will be welcomed
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