main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Landline

Landline port incomplete

ColinD
4: Newbie

I transferred from TalkTalk to Vodafone on 20 February. Everything appeared to have gone perfectly. However, I discovered people on TalkTalk/Post Office and our son on Three could never reach us.

 

I have taken this up several times and wondered if anyone knew the magic words I need and who I need to speak to. The staff appear to be trying to help, but nothing is being achieved. I believe it is termed a Split Transfer and was probably caused by TalkTalk, but Ofcom say that Vodafone are responsible for its resolution.

 

Anyone know how common this is, and how it can be solved?

 

View more options
39 REPLIES 39
ColinD
4: Newbie

After waiting for 2 hours on hold reached Hannah at  second technical line. She said she understood the problem and would give me an update on Monday 22 June.

 

Wish me luck.

View more options
ColinD
4: Newbie

Confirm Hannah got back to me. 

Openreach porting team saying there is no problem.

Asked to confirm three numbers from which there are problems with time and opetator. Did so via email.

Awaiting developments.

Should now go to voice traffic team.

Anyone know if there is someone who can read the runes and actually diagnose faults and fix them?

If they cannot solve a repeatable problem, what hope for an intermittent one.

View more options
Anonymous
Not applicable

Hi @ColinD Sorry to hear this hasn't been resolved for you yet. Have you spoken to TalkTalk directly regarding this? If the error first occurred after leaving them, there may be some residual files that they need to send over to us.

View more options
ColinD
4: Newbie

I have attempted to give a reply several times and failed so I will keep this brief.

I have tried to sort with TalkTalk and failed.

Ofcom say the new provider is the point of contact.

View more options
Beth
Moderator

@ColinD It sounds like you're experiencing a split-port/split-transfer which means some files may have not been sent to us from TalkTalk and this is causing the connection issue. Ofcom are correct in that we will be able to rectify this, however, that process means we need to contact the porting team at TalkTalk to ask for those files. As far as I'm aware this takes up to 72 hours, however, this is the mobile porting time-frame, I'm unsure if it's different for a landline as the transfer itself can take up to 14 days.

If TalkTalk have sent all the files, then we need to follow up with technical support. If you're not already at the stage of having spoken to an advisor regarding this, please click here to contact us via social media and we can get the process underway for you 😊

View more options
ColinD
4: Newbie

Thanks for that.

I have been in contact with Vodafone second line technical several times.

31/3

10/6,17/6,18/6,

19/6 with Hannah (provided detailed email)

22/6 Hannah phoned me and said she would phone me back

24/6 I missed a call so phoned back and spoke to Selma. Promised I should have a call back by Saturday. I said I would phone on Monday if I hadn't heard.

I have an IVR if it would help, but I assume I shouldn't be posted here.

would it be helpful for me to send your analysis via email to the second line?

 

View more options
Beth
Moderator

@ColinD If you'd like to discuss your account sooner, please contact us via social media and we can happily get up to speed with the notes. You can also link them to this conversation to avoid having to repeat yourself.

If you believe I may have found a new angle that hasn't been looked at, please share this with the technical team looking into your issue and let us know how you get on

View more options
ColinD
4: Newbie

I think we are converging to an answer, but it seems very easy for the ball to be dropped when a fault is not found because it lies elsewhere. I will try the Facebook route, but here are some extracts from the email I sent to Hannah on 19/06/20 to keep a lot of progress

__----------------_---------------------------------------------------------

Unsuccessful calls to my phone 

 

In all cases the caller receives ring tone, but nothing on my phone. In all cases the callers have never been able to contact me since my transfer to Vodafone 20/02/2020.

Monday 22/06/2020

14:36 01223xxxxxxx Post Office

15:32 01392xxxxxxxxx TalkTalk

16:52 0782xxxxxxxx  iD Mobile

 

I have added history of issue with Vodafone and my more general story on what has happened.

Vodafone IVR xxxxxx

Reported some time in March with no problem noted

31 March raised to 2nd Line

8 June chat 1-1391516373932

10 June Alex followed by Osama

17 June 9:20

18 June 9:05

19 June after nearly two hours on hold 11:50 Hannah

22 June Phoned back by Hannah

New spoke to Selma 24 June after calling back having missed a call

Ofcom Ref for porting problem 00929165

 

Scene Setting

I have presumed that the TalkTalk management system can cope with a customer changing provider and means of provision at the same time, but I have no evidence for this.

Xxx deleted

The order with Vodafone was placed normally.

 

Thursday 20th February

Openreach engineer came to local cabinet and moved the line from my house to the fibre cabinet.

 

I knew this had been done because my broadband speed increased at least fourfold.

 

Post 20th February

Started to receive bills from Vodafone.

 

Able to make calls and receive calls.

 

However, right from the start unable to receive calls from son’s mobile iD/THREE. Later discovered that some people with Post Office/TalkTalk landlines could never contact us even though they received ring tone.

 

In addition, TalkTalk continued to bill me for a service they were no longer providing and seemed incapable of accepting what had happened.

 

My assumption as to what has gone wrong is the TalkTalk management system has been unable to react to the Vodafone switch which should have activated the cease and number porting databases would have been updated to reflect the porting of the number.

 

TalkTalk have not given me any explanation that fits the facts and indeed no explanation I can understand. 

New TalkTalk have now apologised and accept the facts.

 

Don’t fully understand how numbers are managed, but TalkTalk have said they have released their lease on my number at the end of April.

 

The network being used by TalkTalk still appears to be routing calls to the Malvern Exchange and using the redundant copper to the cabinet where they fall to the ground. Now know that the copper to the cabinet is used for voice.

 

I have had it suggested that the problem is a split transfer and can be solved by claiming the number again.

 

Colin Davies

 

 

View more options
ColinD
4: Newbie

This appears to be going nowhere.

I used messenger on Facebook on Monday. Appears they had booked an engineer to check the line!  Beth agreed this appeared to be going round in circles and on Tuesday 8:40 raised to a Customer Relation Manager with the promise of a phone call or email within 48 hours.

Independently on Monday evening I looked on the website and looked at the complaints procedure as I seemed to be getting nowhere so raised the issue formally through the web form.

Response

What happens next?

One of our specialist Customer Relations Team will carefully review all of the information you've provided and will be in touch using the details you've provided within the next 48 hours

 

No communication from Vodafone and no way of contacting them, so on Friday after giving them extra time decided to try chat. Very pleasant, trust us we will fix it but would not promise to tell me when it was fixed or a date when I should contact them if I hadn't heard or an easy way to contact them after another 2 hours of my life gone.

 

Does anyone know if the email address from the acknowledgment is monitored?

View more options
GemmaP
Moderator

Hey @ColinD 

Sorry to hear you still haven't got this resolved.

If you have filled out the online form that will go straight to Customer Relations, have they got back to you yet?

If you drop us another message on Facebook, we can check your account notes for you to see where we're up to 🙂

View more options
ColinD
4: Newbie

The lack of progress is staggering.

I raised a web form on Monday 29th June.

Independently it was raised by Beth on Tuesday 30th June.

No response on either of these.

Danny contacted me via messenger on Facebook on Monday 6th July and spoke to the Tech Team who said they would respond within 24 hrs. Still waiting on all counts.

View more options
ColinD
4: Newbie

I contacted you via communicator as requested. Nothing happened. Today contacted by Rasheed. Not sure if his intentions, but seems to want to go back to square one. I know this is hopefully a rare problem, but expecting a customer to have to repeatedly raise it and breaking of innumerable promises to phone back  cannot be in anyway acceptable.

I see this as a technical fault that needs to be sorted, but it is turning into a monumental case of deliberate or unintentional aggravation of a customer.

View more options
MarkD
Moderator

Hi @ColinD 

Thanks for the update, did you raise this to the Customer Relations team? If so, have you heard back? Our Facebook team should be able to provide you with more information with what's happening 🙂

View more options
ColinD
4: Newbie

I  have been hassled all morning by Rasheed (who initiated the conversation on Facebook/ comm unicator) but didn't t appear to be up to date. No phone call from complaints team or second technical line. Is there any other route other than arbitration or letter to CEO as I have been giv an the the runaround for over 3 months and have had no confirmation we are anywhere nearer a solution. It shouldn't be this hard to rectify a problem.

View more options
Anonymous
Not applicable

Hi @ColinD, I'm sorry to hear that you feel you're being hassled by our advisors. I can assure you that this wasn't our intention. If you're struggling for an update here, I'd recommend giving us a call on 191 for a Vodafone mobile, or 0333 3040 191 from a Landline. Alternatively, you can contact us over Social Media here and a member of the team would be happy to locate an update for you! 

View more options
ColinD
4: Newbie

I have used the Facebook / Communicator route and I had hoped that Rasheed was responding to the whole thread, but he had only picked up on the last thing I added that was the my son had told me that he could still not contact the landline. He was sitting in our lounge at the time.

I have tried every method offered apart from Twitter which I tried last night and am waiting for a response.

I thought I had actually somewhere with the second line, but missed a call and when I got back to them was told they had booked an engineer to check the line, which is not where the problem is.

If things are in hand All I need is reassurance from the right person, but just being told we will fix it is not sufficient. 

 

 

 

 

View more options
Mark
Moderator

Our Social Media team are extremely busy at the moment @ColinD and it's taking us a little longer than usual to get back to everyone. Rest assured though, we will reply to every query. If you've not received a reply yet, pop me your Twitter ID and I'll see if we can get this picked up for you 👍

View more options
ColinD
4: Newbie

Thanks it has been picked up on twitter by Maariyah yesterday but no action after I input security details (as yet).

Also had a first response to the web based complaint I raised on 30 June today (16 July).

So things may be happening.

But this has been going on since the 20 February, reported in the mid March but not duly diagnosed. So my records go back to 31  March for full diagnosis and trying to get it resolved.

Probably not Vodafone's fault, but only you can fix it.

View more options
ColinD
4: Newbie

Brandon Robinson
Customer Relations contacted me today by email and followed up by phone. Seems to be up to speed. So let's hope for the best.

 

Communicator by Jade just now. 

 

I presume Brandon is in the best position to take it forward as he has met it two or three times before.

Thanks for your help and wish me luck.

 

 

View more options