Number not ported correctly?

[Anonymous]

I joined Vodafone for full fibre broadband and landline phone calls a month ago - and I wish I hadn't bothered! 

First of all, there were issues with the installation which were finally sorted two weeks late.

The installation has now been complete for almost two weeks - and the broadband is great - BUT I've not been able to receive incoming calls at all since joining Vodafone. I can call out - and my phone number displays to the person I'm calling - but I cannot receive calls. Callers get a "You have dialled an incorrect number" message.

I've spoken to Vodafone twice on the phone about this - and they insist that my number has been ported in from my old provider (Vonage) correctly.

I've also been passed to umpteen people via the Tobi chat system - including the so-called Broadband Experts who transferred me back to the department I was speaking to first.

NOBODY seems to have any idea at Vodafone - and I'm now on the verge of cancelling under my 14 day cooling off period because I have never dealt with a company with such appalling so-called "customer service" in my life. 

I'm sick of being passed to different people via Tobi chat, and getting nowhere on the phone too.

I am not convinced that Vodafone have ported my number in from Vonage correctly. 

How can I get a deadlock letter so I can go to Cicas because I'm getting nowhere with Vodafone.

Thanks! 

[Ripshod]

The cooling-off countdown starts the day your service is 'activated' . Note that the actual 'provisioning' date (the day you actually get a working connection) can be very different to your activation.

We've seen it where customers' cooling-off periods have expired before they've even got a working connection. 

[Jayach]

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@pjz wrote:

My router is working fine, internet up and ok, i can initiate calls from my phone (connected to router) to another mobile phone. My phone number is correctly identified as caller id. When i phone my home number i get an immediate error message.

Does that mean with a hard wired phone into the TEL socket? (saying "to another mobile", makes it sound like you may be using a mobile to initiate the call)

I don't want to worry you, but as you have started a port to Vodafone's VoIP service, you may have problems taking the number to your next ISP. I hope not, but do let us know how you get on.

[pjz]

the home telephone (previously on a landline) is plugged into the vodafone router. I can make calls from this phone to other phones and mobiles. I cannot however call this phone from other phones or mobiles. I get the message "number not recognised please check and try again". Simple problem.

I'm sure someone with technical knowlege must know why. As far as i can see, my home telephone number is on the vodafone number server as it is given in the caller id. I suspect the previous provider has not released ownership of the number, but i don't know the technical details of how the lookup and proxy servers work and the necessary handover procedure.

[Jayach]

You have what I believe is known as an "incomplete or split port".

Yes it should be easy to sort, but Vodafone seem to make even easy things hard. As your correct number is now with Vodafone, I would be tempted to wait for them to fix it rather than transferring away again.

But good luck with whatever you decide.

[Seibiant]

Had the same issue over xmas and lost my landline number that we had for 40 years. Devastating, and the company DO MOT CARE

[pjz]

how on earth did they "lose" your number. Did you raise this issue with ofcom ?