No incoming calls or texts after porting number

[meril881]

Hi,
It has been 1 week since I ported my number to Vodafone. However, I have been told it has not been ported fully as a result of a split port. I cannot receive calls and cannot send or receive texts. I've called Vodafone customer services endlessly over the past week and spoken to the porting team as well who have told me nothing but lies. They said they have sorted it out on 3 separate occasions and told me to wait 24 hours, yet it is still the same.

On my last call I was told they have escalated my query and have asked my previous network to send over the remaining files that were supposed to come along with the porting process. However, I have spoken to 3 and they say they have nothing else to send.

It is unbelievable that in my first week of contract with Vodafone I am unable to use the service because I cannot receive calls or texts. No one is offering solutions and I now keep getting fobbed off when I call Vodafone customer service. 1 week of no service is terrible. Please someone help!

[mattomal]

Been on to chat again today who said they can't help me and to call the porting team.

Called the porting team to be told there is a technical issue with my port and that it is with the porting team.... He couldn't give a timescale for resolution "I don't know, it could be two hours or two weeks"

[Ronnilobby]

There awful cancel while you can I'm on the 11th day and been told Monday night now

[mattomal]

They can't even give a PAC because they can't find the number on the account?

Vodafone are the single worst company I have ever dealt with. 

[Ronnilobby]

Yea I tried to cancel and I can't as I couldn't get a pac code either and by the time I can get 1 my 14 days will be up just about had enough now 🏃🔫

[Ronnilobby]

I'm thinking to just get rid of the number now the amount of hassle it's caused me

[IJenks]

Vodafone and EE failing on customer service, says Which? - http://www.bbc.co.uk/news/business-36057124

Too damn right! Speaking to people in Egypt is not helpful.

[abul375]

My current contact number (to get hold of me):[Removed for security]
My original number (number in concern) and ported over from O2 to Voda back in 2014:[Removed for security]
The Temporary Voda number which is still under my account (which means porting was not done properly):[Removed for security]
Vodafone Account number:[Removed for security]
PAC Code from O2 back in December 2014:[Removed for security]


To Whom It May Concern,



I am contacting you in regards to an on-going issue I have had with Vodafone regarding my telephone number. I took out a contract with Vodafone, moving from O2 in December 2014.

Vodafone had issues with their system as they were moving from their Crystal Platform Software to the new Siebel Platform (I don’t know what this means but have been advised this is the reason for millions of customers getting affected). During this period I was given two more sim cards to try as they claimed it is probably an issue with one of the sim cards (it wasn’t, it was a porting issue).

The issue was that the temporary sim card they gave me was appearing on the Vodafone account, both at Vodafone end and on my online account also. The number I was bringing from O2 ([Removed for security]) was not porting over correctly. This issue was ongoing for several weeks and after 30+ phone calls in the span of 4 weeks they managed to get my phone line running with my number.

This issue was however ongoing as the online account still showed the temporary number ([Removed for security]). I rang many more times to get this issue rectified and kept struggling to get to an Vodafone agent who would help me out or could speak English properly. Every time I rang (and continue ringing) they still find difficulty finding me with me as my number is not on their system and I am still down as the temporary sim card number, ([Removed for security]). By April 2015 (5 months from taking the contract out) I gave up as my mobile phone worked finally on the sim card (my [Removed for security] fully worked but online my account still showed up as [Removed for security] and also on Vodafone customer services this kept showing), I could receive calls and texts and use data from my [Removed for security] number and I was assured by many customer service representatives that the porting team and the ‘back-end’ team were sorting the online issue out but I will be billed correctly, which I was, up until December 2015 (charged out of my account on 12th January) where I was charged an extra £12.92 (should have been the usual £30.45 but they charged me £43.37). I rang to query this and was told I do not appear on their system under my [Removed for security] number. I managed to fish out the account number; [Removed for security] (I wasn’t able to log into the Vodafone account even under the same username I created when I first took out the contract as I hadn’t entered for months and they usually send a code to my mobile but since the number on the online account was under the temporary sim card they sent me back in December 2014, , I wasn’t able to get access to this). I was told I was getting charged for two sim cards. When I asked “what sim cards?”, they replied the ones they sent back in 2014. I was absolutely disgusted and explained for the advisor to read the notes from back then to which he agreed this should not have been charged as they sent me those sim cards as they had incorrectly thought the porting issue was due to faulty sim cards when I had first taken out the contract. I was promised this amount would be credited to y next bill in February. This never happened as I was back paying the usual £30.45 on 9th February.

In February (It was the 10th Feb 2016) suddenly, my phone stopped working. I rang the nest day on 11th February at 7.55pm. I was told by the advisor (who struggled to find me on system) saying my[Removed for security] number doesn’t exist on their system and my number is down on the system as the temporary sim card number,[Removed for security]. I was horrified as I thought they must have lost my number for sure now. They couldn’t detect why my account is closed as it appeared as being fine, but with absolutely no record of my number being there apart from loads of historical notes of the numerous times I had rang them.

I was told it would be investigated and someone would ring me back within three days. I waited another week to give them extra time and never got a call. I rang back on 18th February and spoke to a South African advisor (Cape Town) called Annilize who refused to escalate to a manger and said to allow another three days to investigate. I never got a call back, so I rang back and I finally managed to get the call escalated to a manager called [Removed for security] in the Cape Town call centre. She was sympathetic and said the advisors have been ignoring my requests and have not been passing my query on to the relevant departments. She said she would investigate and find out why the other number never ported in and would get me reconnected in three days. I never got a call back.

I rang again on the 28th February to get my call escalated to a manager. I got through to the Alexandria (Egypt) branch and spoke to a manager called Rou. She claimed to be the Tech Team manager. After an hour on the phone she managed to get a technical specialist called Dwayne (in cape town branch, tech team) who said he’s working to get my line reconnected (absolute lie) because I waited for 15 minutes on the line to be transferred to the India call center (I believe it was Pune) to the Porting team. It was now 3.15pm. I spoke to Pratiksh who said this issue is due to the porting not being done correctly, which I obvious knew from a year back. I asked him what he is doing about it. He claimed he has sent a request by email to the back end team. I was advised this request had been put in previously (back in Dec 2014-Feb 2015) and yet no-one bothered to get back to me saying it wasn’t done correctly.



He claimed that any action they do on a customer’s account means an ‘internal order’ is set up. He said an internal order number; [Removed for security] is still open and is most likely the ‘internal order’ number for the porting from the temporary sim card number to my number. I told him surely the o2-provided PAC code from Dec 2014 would not be usable anymore, he assured me that this isn’t a PAC code issue. There is obviously the chance that other order numbers have been created due to my numerous calls and lack of operator notes from incompetent workers at Vodafone but the advisor told me this is like finding a needle in a haystack.

I was advised I’d get a callback within one week as this is the time I must give for the mysterious back-end team to work on this. I call them mysterious because even though I have contacted Vodafone hundreds of times now (literally hundreds) I am told the back end team is based remotely and cannot talk to customers. They are either mysterious or all mute as they can’t email me directly nor can they talk over the phone. I am told everyone, including managers and porting team specialists and tech team guys cannot directly ever communicate with the back end team. But it is only them that can save me.

I allowed another week and lo’ and behold, I never got a call. I rang back and got through to the Ayrshire call centre. I spoke to Kayreen who advised me her manager (Donna) isn’t available to speak but will be informed of my issues. I didn’t ask for them to resolve my issue but rather to escalate my complaint to the highest manager. I was told I’d get a callback by 3 working days. This never happened.

I rang and spoke to several managers, including an extremely rude Egyptian Floor Supervisor called Ahmed (he was refusing to give me his second name, to which he stated he has the legal right to refuse this but I think mainly because there are probably 1,000+ Ahmed’s in the same floor as him) on the 20th March who said my query has been taken to the highest relationship manager in India who is going to get the Back end team to ‘push’ the porting order through which will result in the changes required on my system to activate my line on my [Removed for security] number. This never happened.

I managed to email Vodafone customer services since I hadn’t had any luck for over 14 months. My email reference was WRT165 [#934618].

An adviser ([Removed for security]) told me on the 25th March that my query is being escalated to the Customer Relations team who will seek a resolution for me. I got a call from [Removed for security] in India who assured me he will investigate this for real this time (yes, what a joke of advisors) but he is on annual leave for one week and would prefer to not transfer this to someone else as he’s spent over an hour on the phone talking to me regarding the history of my issues.

He rang back one day after he promised (as his manager didn’t give him his Rota and he didn’t know beforehand which days he is going to come back from annual leave). He said the porting team and the back end team have not got back to him regarding the issue yet as they need more time (more than a week!) I am still waiting now for a call back and they have not offered me any compensation. I want to take Vodafone to court and I am able to do this after 4 more days as it has exceeded the 8 weeks from initially raising this complaint 9I have called them from over a year ago with the same issue but never really complained so not counting the other 100+ time I have rang). I am almost certain they have lost my number. My previous provider O2 passed on these rights to Vodafone already back in December 2014 so they do not have this number legally anymore and it is now Vodafone’s. They must have somehow partially ported it over as I was successfully using it for 12+ months even though on their system and my online account it never showed up, only the temporary number showed up. Sohail advised me they tried to reconnect me and the backend team have left notes saying: ‘tried to push order through (which means sorting the port out) but order cancels each time I try pushing through’. Those team member name is not there on the notes I am told.

I am sick to death of this. I have been caused much unnecessary stress and wasted hours of my life talking to Vodafone customer services. I have even bloody memorized the horrible Adele songs that they used to keep on repeat and now the other dull depressing songs they have on their phone lines. I have given them more than 100+ chances to sort this out.



I have an extremely busy life, I have a demanding job working as a Research Scientist for a large Pharmaceutical company and have a child to look after in the evenings and really have no more time to continue trying to sort this out. I have had to waste one of my work holidays to just write this letter! I have refused to cut off the direct debit as I know it will negatively affect my credit rating and I want to buy another house soon and will get mortgage refused if I cut my line off. I have had no service from Vodafone (both customer services and the use of my phone) for nearly 8 weeks but have been charged by them and have had to top up several times as I do not want to get another contract and still be stuck with these guys.

What can you do to help me? Or do I have to take Vodafone to court?


Update: [Removed for security] from Ahmedabad, india

Kindest Regards,



Abul [Removed for security]



Helpful details

PAC Code from O2 back in December 2015:[Removed for security]

My original telephone number, my number, the one I want to keep, the one that’s been working for over 12 months and now they have no recollection of this:[Removed for security]

The temporary number to which the sim card is on (supposedly on but ported over on my number) and the number which appears on the system and online account: [Removed for security] (this number worked initially, for like two days before getting disconnected to get my number pushing through on it, which was thought to be fully successful)

My account number: [Removed for security] (although there may be other account numbers in their system for me which may prove to be useful to check)

My current number to talk to me now:[Removed for security]

[Ronnilobby]

I wouldn't post all your details hear everyone can see it this is a forum for everyone try sending your letter direct to [Removed for security] just without the spaces as it won't post emails on here

[abul375]

Update: Sohail has got my [Removed for security] number running but I can only make calls, I cannot send or receive texts and cannot receive any calls. It stoll says Imvalid number when anyone tries ringing me. Please call me on my work phone [Removed for security] or my brothers number [Removed for security]. This has taken now 4 months in total and over 100 calls and few emails and even 8 shop visits. Very difficult when you have a 9 month old and an extremely busy worklife.
Ombudsman are going to help me get maximum compensation but they may push me to get the help of solicitors. I really don't want to do that but if that's what can get Vodafone working then I should. I have even sent out a letter to head office in Newbury and to Jeroen direcly but I'm still waiting for a letter back.

[Ronnilobby]

This isn't Vodafone this is a forum I really wouldn't post details hear sorry email [Removed for security]. Com without the spaces