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Pay as you go

Voxi number porting issue

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2: Seeker

I can make calls and texts but I can’t recieve call or texts from non-vodafone numbers

 

ive tried to call my number on SKY mobile, EE, giffgaff, and iD mobile but they always say number not available but when I call from a vodafone number I can recieve the call and the text

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11 REPLIES 11
17: Community Champion

When was the porting undertaken @MUJ-1 

 

It maybe that the files haven't yet fully settled.

 

If a split port has occurred which is where the porting in files haven't properly settled then customer services would have to raise this with their porting in Teams.

 

How-do-I-get-in-touch-with-VOXI.

 

voxi.co.uk/contact-us.

 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

I requested a port last Friday and they ported the number over on Monday 

 

ive looked at the other posts and talked to the live chat they gave a number to call I called it and requested to get transferred to the porting team they said they are going to raise a split port email with my previous provider

 

they said it should take 48-72 hours

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17: Community Champion

Good to hear they've escalated this.

 

What you've been told sounds about right. 

 

 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

If the issue still occurs after 72 hours should I contact ofcom?

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17: Community Champion

Hi @MUJ-1 

 

Ofcom are the industry regulator, they won't be able to help with individual cases.  Where there is a dispute with the network, you will need the Communications Ombudsman. 

 

However, if you have not made every effort to resolve a complaint with Vodafone, any communication to the Ombudsman is likely to be met with go back to Vodafone.

 

This is a porting issue, quite simple for Vodafone/Voxi to solve, it also takes two networks for a port, it does not mean Vodafone are at fault.  Go back to Voxi tomorrow morning, they will be able to give an update.

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2: Seeker

I can get an update via the live-chat right?

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17: Community Champion

@MUJ-1 wrote:

I can get an update via the live-chat right?


Yes Live Chat via the Voxi link I provided can access your account and check the status of the situation @MUJ-1 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

It’s been nearly 4 days and I still can’t recieve calls nor texts however when I do call my phone number it says

“It has not been possible to connect your call, please try again later”

What does this mean?

 

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Moderator
Moderator

Have you managed to get everything up and running since you last got in touch @MUJ-1? You can also get in touch with the VOXI team via Facebook or Twitter

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2: Seeker

Everythings up and running.

it just took longer than usual

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Moderator
Moderator

That's great news @MUJ-1 - sorry about the delay getting everything resolved! If there's anything else you need help with, please don't hesitate to get back in touch. 

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