VOXI number ported out but not ported in

[Anonymous]

Hi all,

I wanted to ported my number out of my Lebara contract to a Voxi contract, so I contacted Voxi on 11/1 to port my number using the PAC code. They initiated the request, and set the port to commence on 15/1. I then realised that my deal on Lebara was more useful because of roaming, so I asked Voxi to cancel the port on 11/1, and they informed me that the port is cancelled.

Today is 15/1, and my number got ported out of Lebara, thus de-provisioning my sim and cancelling my Lebara contract. But the number was not ported to Voxi. I contacted Voxi several times, and they informed me that I need to get a new PAC code from Lebara because the port was cancelled, so the number was not ported. Lebara told me that the number was ported to Vodafone, so the contract has been cancelled and sim de-provisioned, as the number is no longer in Lebara's system. They were even able to tell me where the number belonged, and they said it is part of Vodafone now.

I connect with Voxi CS again, and they keep telling me to go to Lebara to get my number back, even though Lebara informed me that the number was ported out to Vodafone. Voxi CS have been very unhelpful - they clearly didn't fully cancel the port, because the number got ported out of my old network (Lebara), but just not onto my Voxi SIM. Now the number doesn't belong anywhere and I don't know how I can get my phone number back.

Is anyone able to help, or give me ideas on what I can do to get my old number back?

[Ami]

Hi @Anonymous - We appreciate how important it is to get your original number working again as quickly as possible. Sorry for the experience you've had trying to get this sorted! Please reach out to the VOXI Social Media team. They will be able to contact the internal porting support team to check the full status of the port and ensure it was cancelled correctly. You can contact VOXI here. 

[Anonymous]

EDIT: contacted VOXI via social media. They said they reached out to the porting team and they are looking into it. They said they will get back to me within 24-48hrs. I still don't have my phone number ported. Appalling!

[Anonymous]

Update:

It has now been two days, and my number is still not available. I cannot use two-factor authentication so I am unable to sign into my bank accounts, and now they are frozen. There are other websites including my email accounts that rely on two factor authentication with my phone number, so I am unable to access these too.

Voxi still say they are looking into it, but their incompetence is outrageous.

[Anonymous]

Update:

Three days now, well over the 48 hour timeline that Voxi CS told me it would take for the number to be reconnected. Whenever I contact them they say they are looking into it, but don't have any updates

Do I have any chance of getting my number back?

[Anonymous]

Update:

4 days now, number is not ported and lost

Please help

[Mark]

If your number still hasn't bee ported over @Anonymous, pop us another message through one of our social channels and we'll be more than happy to take another look into this for you.

[Anonymous]

@Mark I popped a message but they keep saying the same thing - to wait 24-48hrs. But nothing has happend it has been 4 days since my number got ported out and lost

[Mark]

I'm sorry you've not received an update on this @Anonymous, pop us another message including a link to this thread and your user name and ask if this can be escalated to one of the Community team and we'll make sure this is investigated for you. 

[Anonymous]

Update:

Reached out to their social media team and they escalated the issue, and my number is porting, after 10 days of not having my number!

But now there is an error with my account and I cannot get a PAC code or log into my voxi account. I reached out to the team and they say they are looking into it, it will take 72hrs! Ridiculous