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]

UPDATE:

• 12/10/23 Live chatted with an agent who advised me that the port was stuck in an open state. They left notes on the system and advised me to call 191
• 12/10/23 I called 191 as instructed by the chat advisor.  They wanted my PAC number as he said the system still shows the old temporary Vodafone number being assigned to my account and that he needs to submit a porting request on my behalf to move my number across?!? I explained to him that I had already submitted the PAC and that it cannot be used twice. I explained again that the port in process was supposed to be completed yesterday. I finally managed to get him to escalate the issue and was placed on hold while he spoke to a colleague. After a bit of back and forth, I was told LYCAMOBILE are experiencing back end issues and that VODAFONE are waiting for them to complete the port at their end and provide VODAFONE with the necessary files, which could take up to another 72 hours.

[driver99]

You aren't alone. The Lyca debacle has affected a fair few, and given the nature of the issue and everyone wanting to leave, it's only going to put pressure on the port out process I guess.

I'm in the same situation. Woke up today expecting my port out to Vodafone to be successful (Lyca SMS said it would be too). Lyca SIM inactive, Vodafone PAYG number disappeared and now inactive, ported number nowhere to be seen. Calling Vodafone I'm now told to 'wait a few hours as it is due to complete' but I'm pretty sure it won't. So I'm expecting a similar situation to yours.

[CallumR]

Hey @WelshPaul thanks for reaching out to us. Apologies for the issues you've had with porting your number over to us. So that we can investigate the issues you're facing further, please reach out to our Social Media team on either Facebook or X. Thanks

[WelshPaul]

I already had @CallumR. I'm still waiting for a response from them.

[WelshPaul]

This message has just been posted on another forum:

Hello from EE - We are experiencing a few delays across the industry at present with ports involving Lyca Mobile. Lyca suffered a cyber ransomware attack and are having to rebuild their servers. EE MNP team are tracking the files and routing updates needed to complete your port and will continue to do so until completion.

[driver99]

I just got asked by Vodafone social media team on X/Twitter to request another PAC from Lyca - which of course I can't because my number is no longer active there. I really hope there is somebody in Vodafone who knows what they are doing and is communicating to the various teams what the correct resolution is, as it sounds like it needs some careful liaison between Vodafone and Lyca.

[WelshPaul]

The Vodafone porting team are aware of the ongoing issues apparently.

Sadly, as usual, Vodafone CS haven't got a clue what is going on or what due process they should follow.

[WelshPaul]

I just received the following text from Vodafone:

Thanks for choosing to join Vodafone. Unfortunately, we're still waiting on some information from your previous provider - so there might a slight delay in getting your number moved over to us. Don't worry though, we'll let you know once we've completed the switch - thank you for your patience.

[driver99]

I just spoke to Customer Services again, who spoke to the number porting team, who said that there are 500 or so people stuck in the process. Again was told to 'wait until midnight as per normal procedure' despite recognition that this was not a normal number port. At least you got an update which suggests someone has actually looked at your request.