Porting Scandal! Still not ported, after 2 weeks!

[zvuqniki]

I was hearing good stuff about Vodafone, so I decided to move to Vodafone and try it out. 

Things have started on a really bad track.

I wanted to be an informed client, therefore, I Googled what was required to move my number from O2 to Vodafone. I was supposed to get the PAC from my current carrier (o2), and give it to my new carrier (Vodafone). I got the PAC, went into the shop, told them, that I want a Pay & Go Sim, and I want to use my number on that SIM. The fellow looked like he knew what he was doing. He went to pick out a SIM, he gave me the SIM, asked me for the PAC number, e-mail, took my money, and told me that it's going to take 24 hours until my SIM starts working. I told him that it's fine, because I'm going to be flying out of the UK in 52 hours. 

On my way to the airport, I switched my SIM (and being the unlucky guy that I am, I lost the O2 sim in the process), and to my surprise, the SIM was not working at all. The phone was saying that it was not Registered on the network. I started chatting with Vodafone, they told me that it takes 48 hours. I told them Numerous times, that it's been MORE than 48 hours. I even gave them PROOF (my receipt of when I bought the Sim - which clearly states everything), and 2 or more agents knew nothing. Useless. 

Then I knew I was screwed, that I'd have to spend a lot of money to communicate with people in the UK, because that's what happens when you are ripped off, don't have a working SIM, and not being able to use it in the EU without roaming charges.

I bought the Sim card on the 6th of February. Today is the 18th of February. Since I've already spent about 100 euros on calls until now, I'd thought I'd check whether the SIM is working or not. IT IS STILL NOT! 

I got on chat, again, and thankfully, there was a useful person this time, he told me that he can't do anything and that I have to call a number. 

I called the number, and after being on hold for 10 minutes, the person tells me that the port is going to be completed on the 7th of March!

So everyone, when Vodafone tells you 24-48 hours, THEY ARE LYING! It's going to take at least 30 days, to port your number on Vodafone. 

I asked the person on the phone, whether they can at least register the Vodafone SIM that I have with me on the network, and give me a temporary number so that I don't spend hundreds of euros on calls, they said NO. That if I want to move to Vodafone, I have to wait until the 7th of March.

Or they can send me a new SIM by mail in the UK, and start the Porting process from the beginning. I thought, "wait another 30 days? No thank you".

Hopefully, after being ported things are going to be smoother?

So, if anyone else is having porting problems, you're not the only one.

I'm posting this to let everyone know how the process is going to go, because my hopes of moving to Vodafone on the 7th of March are gone. When I get back to the UK, I'm planning to get my O2 Sim with My number and go get a refund from Vodafone on the 8th of March. Then, see if there's an Ofcom mechanism of complaints against this big multinational company that screws people and can't do something as simple as porting a number right. 

[BandOfBrothers]

Hi @zvuqniki

What a poor experience you have had.  

In regards to bringing your number to Vodafone the timeframes are..

"If you sent your form before 5pm (Monday to Friday) then You can expect your number to be moved the next working day."

"If you sent your form after 5pm or over the weekend then You can expect your number to be moved within two working days. For example, if you submit it on a Saturday, your number will move across on the Tuesday."

From keep-my-number

The 30 day timeframe is the length of time a Pac given by another network remains active so needs to be given to the new network before then. 

Obviously something has gone very wrong and I would suggest first letting the ongoing port complete before considering moving back to o2 so you do not run the risk of losing your mobile number. 

[zvuqniki]

Thank you for clarifying the timeframes BandOfBrothers.

So, to clarify, I bought the sim at 13:12, that's the hour written on the receipt. 

And, when you suggest letting the ongoing port complete, I agree, but my issue is that something that is supposed to take 2 days, and they tell you it's going to take 30, I doubt that this port is going to complete.

I believe the incompetence level of Vodafone people on this issue is about 99.8%. 

[BandOfBrothers]

Your very welcome @zvuqniki

You have indeed been let down by Vodafone  (

There's no way a port takes 30 days unless a major system error / glitch has occured or human error. 

I mention letting it complete just so there's little further chance of your number ending up in limbo. 

The team here maybe able to help and there's always the process Here you can use. 

[AnnS]

Hi @zvuqniki

You mention that you went to a store and asked for a PAYG SIM and asked for your number from O2 using the PAC code.  If you have followed the procedure correctly as you have, it's more than likely the number is on the new Vodafone SIM.

If you are using the same phone as you did when you were on O2 and the phone is unlocked to accept any SIM, the first thing to do when you are back in the UK is to try the SIM again and do a network search on the phone settings and select Vodafone prepaid.  It may also be worth mentioning that you will need the correct APN data internet settings for prepaid, these can be found on the link below.  To save the settings defaulting back to O2, you will need to delete the O2 APN settings.

How do I set up my phone for internet access and picture messaging (MMS)?

You can also try texting to 17298, this will activate the SIM as would topping up and making a chargeable connection. You have probably been sold a Vodafone 1 or Big Value SIM, if it is a Big Value SIM, this will mean the credit will need to be used to purchase a Big Value Bundle.

A PAC is valid for 30 days after which time you will need to ask O2 for a new PAC code, if the number has already been ported, this will be something O2 would be unable to provide.

If the problem persists, it may be worth going back to a store and ask them to try your SIM in an alternative phone, very often a phone will work perfectly with one SIM and have connectivity problems when the SIM is changed.

When you return from abroad, please come back to the forum when you have been to the store, hopefully the SIM will be working and you will be online with the network.

[zvuqniki]

Thank you for your reply and non-answer to the problem.

When people in a company get something (that is supposed to be Routine) wrong, then that means that they're either incompetent or lazy. 

Anything that has to do with texting or calling does not work since I mentioned above: the phone is not registered on any network. I've tried registering the sim with Vodafone manually from the network settings in the phone. 

The phone is definitely unlocked because I use it all over the world. 

Hopefully someone with any responsibility for this issue sees this, and does something about it so that other people don't have to suffer.

[AnnS]

Hi @zvuqniki

I have given you some feedback on a customer to customer basis.

Porting may complete when you return to the UK and the SIM connects to the network.  If there are still problems, hopefully there won't be, you need raise the issue with the Porting Teams again and they will be able to check all the porting files were correct and find the reason for the delay.  

If there are still problems, come back to the forum, and the Team here will be able to help.

[zvuqniki]

Hey AnnS,

The thing is ,if the SIM didn't connect to any network in the UK within 2 days, and if it's still doesn't connect to any network here, there is a problem with Vodafone not registering the Sim on their network.

I talked to the Porting team, they said 30 days.

[AnnS]

Hi @zvuqniki

The number won't connect to a roaming network until the number ports over and the port has to be competed on the home network.

Not sure of the reason for 30 days, that seems a bit extreme.

Wait until you are home in the UK and take it from there, fingers crossed, there won't be any problems but should there be and you would like the Team on the forum to take this up on your behalf, post back on the thread.

@zvuqniki

I hope your port completes when you return to the UK.  If there are any problems, the port will definitey be sorted by the Team here when you have replied to the message sent by TJ.

[TJ]

@zvuqniki I'm sorry to hear about the issues that you've had getting your number ported over. If the port didn't complete whilst you were in the UK, as advised by @AnnS it may fulfil once you return. 

I've sent you a private message with details on how to get in touch. Once you're back if the port is still incomplete, contact us via the email form I've sent out and we'll forward your query along to our Porting team for further investigation.