Failed Number Port

[WelshPaul]

My old LYCAMOBILE mobile number was supposed to be ported over to Vodafone yesterday (11 October 2023) but as of this morning the porting process hasn't fully completed.

I can use data, send and receive SMS and make outgoing calls all using the newly ported LYCAMOBILE number on my Vodafone SIM, but I CANNOT receive any inbound calls. Anyone who tries to call me on my ported number hears the following pre-recorded message: "You've dialled an incorrect number. Please check the number and dial again."

Timeline of events:

• 9/10/23 Submitted port request for LycaMobile 07950 3xxxxx
• 9/10/23 Port scheduled to take place between 11am - 4pm on 11th October 2023
• 11/10/23 Woke up to find old LycaMobile SIM showing no service
• 11/10/23 Vodafone SIM has full 4G signal
• 11/10/23 Outgoing calls and SMS on my Vodafone SIM correctly show the newly ported LYCAMOBILE number (07950 3xxxxx)
• 11/10/23 Can successfully receive SMS sent to the newly ported LycaMobile number (07950 3xxxxx) on my Vodafone SIM
• 11/10/23 Cannot receive any incoming calls on the newly ported LycaMobile number (07950 3xxxxx).
  Callers hear the pre-recorded message "You've dialled an incorrect number. Please check the number and dial again."
• 11/10/23 Can no longer receive any incoming calls on the temporary Vodafone number (07774 6xxxxx).
  Callers hear the pre-recorded message "The number you have called is not recognised. Please chech the number and dial again."
• 11/10/23 Can no longer receive SMS sent to the temporary Vodafone number (07774 6xxxxx)
• 11/10/23 My Vodafone online account still lists the temporary Vodafone number (07774 6xxxxx)

SUMMARY:
Basically, I cannot receive any incoming calls on my Vodafone SIM and my Vodafone online account still lists the temporary Vodafone number and various "Sorry we can't get this data right now." errors.

I have done the obvious, such as turning off the phone for ten minutes and turning it back on, reset network settings, but still callers hear the pre-recorded message "You've dialled an incorrect number. Please check the number and dial again." when trying to call my ported number. I believe this is the result of a split port and I need the help of the Vodafone porting team to fix this.

[WelshPaul]

Unfortunately, all ports in and out of LYCAMOBILE will fail to complete because their servers are offline. EE had given an ETA of 72 hours for pending ports to complete, but LYCAMOBILE told one individual that their servers wouldn't come back online until the 16th October at the earliest. Realistically, we are going to be without service until sometime next week at the earliest!

Vodafone CS did eventually message me back on Facebook, and they wanted to try sending a text to my temporary Vodafone number, but that number no longer accepts incoming calls or texts. They seem to think, because my online account still has that number listed, that no port has taken place and the temporary number is my current Vodafone number and should still be working. They just don't seem to understand anything you say and go off down a path that makes life easier for them! 

[driver99]

What an absolute joke. I don't understand why the regulator isn't sat over their shoulder forcing them to write daily updates to customers on the front page of their website, rather than pretending all is well. I've had zero response from them today, at least until recently they were responding via X/Twitter DM's. 

Vodafone have kept saying there is time for the port to complete, and that it will. I know it won't. And I don't get, if the servers were offline, why Lyca would send texts out saying port outs will be successful, and then terminate the number early this morning? When I've ported before, I've never had this much loss of service, one disconnects the other connects, within minutes. So why would Vodafone also disconnect my temporary PAYG number from my SIM as well?

Someone from Vodafone needs to get a handle on the truth and start setting the story straight.

[WelshPaul]

To be fair to Vodafone, this isn't their fault and there isn't much they can do. Until LYCAMOBILE bring all their backend systems back online and provide Vodafone with the required files all we can do is wait.

It's also worth mentioning that it's not just ports to Vodafone that have failed to complete. There are LYCAMOBILE customers porting to THREE, iD Mobile, Giff Gaff and other networks who have the exact same issues we do.

FYI - LYCAMOBILE have responded to my 1 star Trustpilot review. This was their reply:

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Reply from Lyca Mobile UK

6 hours ago

Dear Customer,

I'm sorry for the inconvenience you've experienced, and I completely understand your frustration. I want to assure you that we're actively working to resolve the issues.

I've escalated your case to our technical team to expedite the processing of your PAC and to ensure that all necessary files are sent to Vodafone promptly.

Your patience during this challenging time is greatly appreciated. If there's anything specific you'd like to address or if you have further concerns, please feel free to reach out directly via our private channel at trustpilotreview@lycamobile.com

Naveen
Lycamobile Team

---

[driver99]

Vodafone still continue to say that ports will be successful (I've just had another message via X), it's just a complete ignorance of the problem that everyone knows about - as you say number ports to multiple operators. Telling customers to 'oh just wait it will be fine' is just lazy. 

[WelshPaul]

The Vodafone social team probably have no knowledge of the LYCAMOBILE porting issues and the fact that they refuse to speak with the porting department isn't helping them or us. TBH, you should leaving them be! Otherwise they might start pushing buttons on your account and end up making things worse further down the road.

FYI - You will probably get get the same text I received from the porting team sometime tomorrow.

[driver99]

I won't be getting any text, as I don't have an active number - on Lyca or Vodafone!! They both removed them from the SIM so I have a phone with no signal on either network. Not sure how you got one, as I thought your Voda number was detached also?

The socials team are aware of the issues, and they do speak to the porting team, it is the porting team that is saying to wait til 12am - that is standard advice the porting team give you on a normal day.

[WelshPaul]

I have a signal and service on my Vodafone SIM. My SIM does indeed show my ported number as its CLI. I can call out, send texts and receive them, but I cannot receive any incoming calls. My online Vodafone account shows the temporary Vodafone number along with various "Sorry we can't get this data right now." errors.

All other failed LYCAMOBILE ports reported on other forums show a similar pattern to mine. They cannot receive any incoming calls but can make them and send and receive texts.

[driver99]

Yeah that's just not the same for me. My PAC request was accepted yesterday by both Lyca and Vodafone, SMS messages confirmed both. Then this morning Lyca went dark, while my Vodafone PAYG number was still active on its SIM, but then that went dark too around lunch time. So leaving me with both SIM's without a number. Voda account still shows the PAYG number, also with the 'cannot get that data' errors.

[driver99]

Hot off the press.. now my Vodafone SIM has jumped into life and I can make outgoing calls, send SMS and receive SMS

[WelshPaul]

No incoming calls though, right?