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!

[MattB24072011]

Hi. Just a quick update on my phone. I went to my local vodafone shop who were not really interested but eventually they told me to call the following number: [Removed]  I spoke to lady who said that although my number had ported the routing had not been completed which meant I did not have full services. She said she needed to email the "back office" to ask them to route my number. She said it would 24 to 48 hours, but it actually only took 3 hours. My phone works now. So call this number as it does work don't call 191.

I am very annoyed with vodafone. All those calls to customer services who said my account was fine and that the porting was successful were a waste of time and more concerning, misleading. They clearly do not have full access to the porting system because if they did they would have said the routing was not done. Rather than commenting on porting, customer services should advise customers to call [Removed].  

[csin82]

Hi Matt,

There was a store near work so I managed to get there over lunch - swapped the SIM but as anticipated that didn't help at all.

I then got bounced between tech and porting a few times before a manager stepped in and assured me they had raised a ticket with their network team and they would call me back this afternoon. Needless to say they haven't - I gave them an alternative number as my Voda one isn't working and they've not tried that either.

Don't put it in your post as they delete most useful information due to the community rules but would it be possible for you to PM me the email address? I'll try that number on Monday but it would be handy to have the email address in the bank in case they're not as helpful to me as they were to you.

Thanks.

[csin82]

Final update - my phone finally started working around Saturday lunch time after 6 days. It seems that the front line help desk has no idea this is even an issue so persistence is key. It took:

2 initial calls both of which said wait x hours.

3 further calls bouncing between porting and tech before a completely unnecessary trip to the store for a sim swap.

4 more jumps between tech support and porting before they saw from my history I had already been bounced so many times they should probably escalate.

i eventually spoke to someone who was able to sort the problem. They did say they would get back to me but they never did... however I can now receive calls (something I foolishly assumed was a core function of a mobile provider) so hopefully I never have to speak to the help desk again.

This forum plus Google suggest that this problem is more prevalent on Vodafone (moving to or from) than any other network - apparently they were even on Watchdog last year - so you would have thought they would have trained the front line in what to do with this problem by now.

[Daveefc]

I'm having this porting issue now, 2 weeks without a business phone.

Going round and round and round with call center staff, new sim hasn't worked so there sending out a new phone.

I can make calls and send texts no problem but only 3 vodafone phones can contact me, it's just one big ##~## up, Vodafone are the worst company I've ever had to deal with,

[Retired-Sarah_L]

Hello, 

My apologies for the inconveniences caused to everybody experiencing issues with porting. I can understand that this must be frustrating, and sorry that it's taken a little while for us to get back to some of you. 

@Hanro, have you had a chance to follow any of the guidance that's been posted on this thread by other customers experiencing similar problems? Or do you still require assistance with the issue? 

@mikem0287, the number you've posted doesn't seem quite right. The correct number would be 0333 304 0400 - have you tried this? 

@MattB24072011 and @csin82, I'm glad to hear that this has now been sorted for you. Thank you for your patience during the process of finding the solution and for updating the thread with your experiences.

@Daveefc, as you have a business account you'd need to give our team a call directly, or get in touch with your account manager - they'd be able to assist you further. 

Thanks, 

Sarah

[5cool7]

Problem solved within 24 hours thank you vodafone

[5cool7]

x

[28drian]

Hi Vodafone, its been 2 weeks since I port my number and I still cannot receive any calls and messages!

I already called and chat Vodafone customer service team for couple of times now everyday complaining that my phone can make calls but cannot receive any calls and text after porting PAC number. They always said that it will be done in 2 to 24 hours max but still its not solved! Moreover Vodafone always decline whenever I wanted to register my phone number to the mobile app but I can sign in online.

Please reply and fix this ASAP, there were already be many important calls missed from work. I am really disappointed especially with the vodafone porting team.

[Rahim]

@28drian We're really sorry to hear about your trouble. 

I've sent you a private message with details on how to get in touch.

We'll help resolve your issue once you've contacted out team. 

[jgoldsmith]

Hi I joined Vodafone on Wednesday and was supposed to have my number ported over on Friday. I can now only send texts and make calls but can't receive calls or texts. I was told by customer service yesterday at 6pm to turn my phone off for 2 hours and was assured it would be fixed but when I turned it back on still the same. I rang back and they said it would definitely be working by the morning and still it didn't work. Phoned again this morning and they said 2 hours again so switched off for 2 hours and still not working. Went to Vodafone shop and they told me it wouldn't be done today anyway cause porting doesn't happen at the weekends but couldn't tell me why so they sent me a link to this forum to get the tech team to help so please can you help?