Moving a number from one phone to another

[Smiley11]

Hi , I have been a loyal Vodafone customer for 26 years and am on the verge of leaving never to come back. I shall explain why. I have a mobile with a monthly vodafone contract , which is now at the end of its 2 year contract and so 10-days ago I asked for it to go to Pay as you go. At about the same time I found a cheap deal with Carphone Warehouse for a new phone and a new 2 year contract with Vodafone. They told me it would be easy to get Vodafone to switch my old number to the new phone and Sim, and that I should just ring them. It has proved anything but easy. I have been sent from different department to different department , from the renewals department in Ireland who were very rude and unhelpful to eventually a nice man in India who talked me through filling out an online form and said the  process was in motion and would happen within two days. I recieved an email and text saying this would happen and I should ring to confirm that I was happy for the number to move. When I rang the number that I was told to ring, after waiting 20 minutes to get through I was told it was not possible and that I should speak to a different department and that the nice gentleman had made me fill out the wrong form. When I was eventually put through to the right department I was told they would not be able to do this until 30 days after I have changed to a pay as you go contract. I have so far wasted several hours on this and am frankly appalled at your customer service. This is no way to treat an existing loyal customer nor a new customer. Please can someone advise me how to get my number on to my new sim and how the best way to make a proper complaint to Vodafone, for whom there seems no easy way to email or contact without having to waste more time being put from department to department.

[AnnS]

Hi @Smiley11 

Please see this thread I replied to yesterday, it will explain the process when purchasing a contract through a third party with a new number no need to go PAYG.

https://forum.vodafone.co.uk/t5/Pay-monthly/Contract-ends-I-want-to-switch-to-pay-monthly/m-p/268745...

[Smiley11]

Hi, I tried getting my PAC code, which they sent me but I expect because I am exporting the number to another vodafone contract, and not another network, they say the PAC isn't recognised and it didn't work. I don't have another network to export it to, and don't see why I should when the new contract I have taken out with Vodafone through Carphone Warehouse said I should just ring Vodafone and they will sort it

[AnnS]

Hi @Smiley11 

When you go through a third party, it will be as a new customer with a new number, this saves you a lot of money.  If you had gone straight through Vodafone it would have been an upgrade with the same number but a lot more expensive.  You need to get the previous number on the new contract.

You won't be able to port Vodafone to Vodafone, it has to be to an alternative network.  

The procedure is on the linked thread:  

Order a PAYG SIM from an alternative network, this can be online or through a store.

Text PAC to 65075 when you have the code port the number to the other network PAYG SIM.

Port back in to Vodafone by following this link: Keep My Number follow the link joining from another network

You will have your previous number on the new contract within 24 hours and no waiting 30 days for the number to move to PAYG, plus providing you are out of contract no extra charges.

As you will be cancelling your previous contract also see here: Cancellation 

[Smiley11]

Crumbs -what a performance. Every two years for the last twenty odd years I have just upgraded with Vodafone, until I realised how much money I was wasting. This is  the first time I have tried to avoid these massive extra costs. My father recently did the same and after complaining they transferred his number to him without making him wait. You have been helpful , so thank you but I live out in the countryside and it is not easy to get a new  PAYG quickly. They could transfer my number in a second if they wanted to. Do you know who I can complain to? As I really feel this is no way to treat a loyal customer and shareholder too? My best friend is a journalist for the Daily Mail who loves this type of thing and I think this would make a very interesting article.

[AnnS]

Hi @Smiley11 

This is the same for everyone, the previous contract has to be cancelled and the quickest way to get this done is to port out and back in, saves the 30 day wait, saves you 30 days extra line rental, serves the purpose and gets you the previous number on the new contract within 24 hours.

As you are not satisfied, I would suggest you follow this link and speak to the Social Team  through Facebook or Twitter social channels.  Alternatively, follow the complaints process here: Complaints 

[Smiley11]

The complaints form is totally inadequate and doesn't let you explain what exactly the problem and the social media options are no good and too complicated for someone who doesn't do social media.

[donnyguy · Accepted solution]

Hi there,

I get that this is frustrating but basically you're playing the system in order to get a better price on your contract moving forward, I know - I did the same. 

So the situation is, just to re-cap:

• You have a Vodafone contract (the old one), in line with the terms and conditions, if you are wanting to end the contract and go to PAYT, you need to give 30 days notice (same as if you wanted to just end it)
• You have taken a new contract through a third party (for a better deal), you have the option to either port a number in from another provider or from Vodafone PAYT. There is no facility to port in from an already live contact. Which basically this is until you either port out using a PAC code or see out your 30 day notice to close the contract and move to PAYT

Definitely annoying and but you need to consider the situation here. Vodafone require 30 days notice to end the contract. This is in the terms and conditions. However, there is a way around this as OFCOM require them (and all networks) to waive this notice period if you use either a PAC or STAC code.

This is why the answers you receive above have pointed you down that route. It does make sense to pick up a PAYT sim card from an alternative network at your local shop (most sell them for 99p) or even go on their website and get a free one sent to your home (check out EE and O2) and port your number to that sim before then porting back to your new Vodafone line.

Point I'm making (and I do buy into your frustration) is they're basically behaving, as all networks are, in line with their terms and conditions.

So I'd recommend:

• Porting out and back in again (most hassle but quickest way of getting end result)
• Moving to PAYT then filling out the move my number form when complete (less hassle but longer wait)
• Call the complaints number and see if you get someone sympathetic

[Smiley11]

Thanks Donny. Clearly put and sums up the situation. I have just ordered a SIM card to be sent to me and so will do the porting out and in option. 
  I was hoping that Vodafone might budge , as I was still remaining a Vodafone customer just not choosing their expensive package, as  i am sure it only takes a few clicks to arrange. I hoped that considering I had loyally upgraded every 2 years for years , paying hundreds of pounds extra each year than if I had bought a  handset and had a basic contract and been  a customer for 26 years that it might count for something - but clearly not!

[donnyguy]

I totally hear you 😁