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!

[kids]

@Devbias

Other than continuing with 191 or Live Chat the only other option is to write to Vodafone but that of course is going to take longer for a response.

[thesoupdragon]

@Devbias

You could try the team on Twitter (@vodafoneukhelp) they might be able to move things on a bit quicker for you?

TSD.

[jrblackie]

I don't know where else to go or who to phone!!!!!!!!!!!!!!!!!!!!!!!

In essence I want to keep my number that I have had with Vodafone for 12 years ending 2280 and receive a refund for the period where I had two active lines when I only ever wanted or need one after an upgrade. Whether my old number needs to be ported across to my new number or whether Vodafone can reactive my old number and delete my new number I don’t care, I just want my old number 2280 on my phone and get refund and compensation for this ridiculous tale that has occurred over the last 6 weeks.

On iPhone 6s release day I went online to upgrade my phone (as I do every year). 15 days later I saw that my bill was more than twice what it normally was. I then realised that instead of being upgraded, a new contract had been set up.   I then contacted Vodafone both over the phone and online, after being passed round ~15 reps and promised twice to be contacted back, I was told by Cancellations Dept that because I had passed the 15 days cooling off period the only way to resolve would be to cancel my old contract tel ending 2280, put it on to PAYG, keep the new contract tel ending 846 and fill out a form online to port my old number (which I have had with Vodafone for the last 12 years) onto my new number this would take 24 hrs and in the meantime they would raise the request for a refund (I had no need and couldn’t use two line at the same time), for which I could expect a response in 14 days.

Since then I am now up to 35 Customer Service agents to try and sort this issue. After the next ~15 agents where I kept just getting passed around, I have spoken to 7 who have expressed that they can definitely resolve the problem….but have not.

Ahmed (13 Nov) said he would fix and knew what the problem was, apologised lots, however, when he put me through to his supervisor the phone rang then rang off. Ahmed txt me to say “right now I am working on your issue” and would provide further txts with updates…nothing else came back, no change to my problem.

Claude (2-3 days later) said he was really sorry, that he could fix and that he was sending to a guy who he knew could solve the problem and would get on with it straight away, just 24 hrs and it will work, then he would phone me back. It didn’t work and no phone call back.

Claire (2-3 days later) said she was ever so sorry and apologised on behalf of Vodafone, she could fix the issue and sort everything out, but then just fwd me on to someone who said (as all 35 Customer Agents have said) “Hello, can I help you” (do you have any idea how annoying this becomes when you had told the problem over 30 times and the last person has said they can fix, to be handed over to someone who has no idea what your problem is. Alas, the problem didn’t get sorted, at one point I was told that you could not even find the number 2280 on the system and it didn’t exist, a lady said she would check 2 systems to find the number and without coming back to me just fwd my call on to someone who said…”Hello this is Vodafone how can I help you”.

Leagan (20 Nov) said he was really, really sorry and could see what had gone wrong before knew exactly what to do and would have it sorted in 24 hrs. He apologised that no one was reading my notes, read them, added more notes, txt me that he had “just completed a service request to have my 2280 number reactivated and ported into my account to replace the 846 number and that this should take 48 hrs”. This never happened.

Norsi, (2 days later) said she knew exactly how I felt, thought what had happened to ne was very poor customer service, she said they knew what problem was and they would definitely get it sorted within 24-48 hrs; each time they would phone me back with updates and sort the issue – nothing happened.

Sarah (24 Nov) who gave me hope said that she understood exactly what the problem wsa and would sort and get her Supervisor Yasser Abdorum to contact me back. Nothing happened and the supervisor never phoned back.

Ali (26 Nov) told me that she knew exactly what she was doing, apologised for all those that I had talked to before and that she knew exactly how to fx the problem and would be emailing her manager now. She knew exactly how I felt as a customer and realised the stress I had been through. She said the problem would be fixed in 1-2 hrs, explained that she would sort the accounts so that if I was unhappy after all the issues were fixed I would not be tied into a contract and could leave as soon as I wanted. She calculated a refund of £153 to be added to my account and was emailing her supervisor to authorised it; I then went through to the supervisor Mike White, who again apologised on behalf of Vodafone saw the many phone calls and customer service reps I had spoken to made and recognised Vodafone’s mistake. He said that I was to be reconnected with my old number 2280, that I would receive the refund and recognised all the inconvenience and stress this had caused, and that “Cape Town would sort this out, trust me” and that he would come back to me in 2 hrs detailing that all had been sorted and provide me with an offer of compensation. I got an email 10 mins later “Good news, the query you have reported has been fully resolved. No change to the problem and no phone call back received.

Alexandra (26 Nov), I then phoned later that evening (as my online account is blocked and resetting the password made no difference) to be told there is a problem with the online accounts and you can’t get access at the moment (strange that this has happened every time I upgrade in recent years). He also told me that no refunds had been applied to my account. Alexander then asked me to explain my other problems. He said he was going to get his Super User to sort this, said that he had 3 children, all calls were being monitored so he was not going to lie to me and promised something that he could not do. He said his supervisor was away but he would phone me back first thing in the morning with an update. I did actually get an answer phone message from Alexandra by midday, who said good news he can sort this issue and it would be completed by Mon 30 Nov and that he would phone me back once sorted. I am still on my new number 846 and 2280 has not been ported across and I got no further phone call.

The only supplementary information I can add is that at one point my old sim with tel number 2280 did not work at all (after the 11 Oct), at the moment I can make calls from it (don’t know if this is on a pay mthly or PAYG), but it cannot revive calls (line sounds dead) and I cannot text from it.

So my assessment, is that the Service Request that keeps being sent is not working as there is a problem with the computer that is receiving this request, I have seen people talk online about a ‘Split Port’ that may have occurred.

This is the worst customer service that I have received ever! Can someone please sort this issue and phone me as a human being. Once sorted there has to be a good offer of compensation to keep me as a customer or perhaps you have become too big a company to care about individuals that have shown loyalty to Vodafone?

[grigoris]

If i was you i would see about leaving them, i don't know if you read the previous posts, but both me and my partner has had the same issue with them, were it took a week for the portto complete, i too made a lot of phone calls and was promised resolution by each and everyone customer adviser. Funny enough both of our number were ported at exactly the same time on friday, so a systm glitch or whatever was the issue it was resolved then. I was still within my 14day period but i couldn't keep the number because if i cancelled the contract the number gets cancelled too, so i went into the store, reverted back to a 30day rolling day contract and asked for my PAC code, went back to Three, asked for my number to be oprted on the next working day, and by 2pm all my services were ported. 

I am so happy with three, their customer service is excellent thus far, and actually when they say they will sort it, they actually do.

I hope for your sake you get this sorted ASAP because i know where you are coming from. 

Best of Luck

Greg

[samwazeight]

Dave would you be able to help me as I mentioned having same problem.

I  hope someone can help as I'm  at my wits end especially  with technical  help.

I use to be with Vodafone two weeks ago but change to Giffgaff as I could get a signal at home. Anyway things didn't  work out. So signed up for a another two year contract back with Voda. I got a pac code from gg fill in the forms etc waited for the transfer of my old number back to Vodafone. That was the 24th November. Waited a couple of days. The temp number was still active. Checked online account opened phone working. Started alive chat queried why it was taking so long got fobbed off  with still need to wait 24 hrs, which I  did. Checked phone number transfered checked account number hadn't  transfered to account details, so did another live chat, they did a signal test. Leave it 24 hours then shoild be sorted. Checked account after 24 yrs number now right on account. Tried to use phone. It rang but the person at the other end couldn't  hear me. They tried to ring guessing that it might of been me ringing but got a message that they had rung an icorrect number. So when I got home I tried to ring my phone getting same message. Started another live chat, to be told that the transfer  had not been completed properly. They would get it done again and to wait 48 hrs to correct itself. Have now waited the 48hrs but still nothing. Rang cs to be put through to technical  to be told that it still isn't  right and that not all the files have been transfered and to wait another 48hrs for the issue to be raise again.

 

HELP!!!!!

[samwazeight]

I  hope someone can help as I'm  at my wits end especially  with technical  help.

I use to be with Vodafone two weeks ago but change to Giffgaff as I could get a signal at home. Anyway things didn't  work out. So signed up for a another two year contract back with Voda. I got a pac code from gg fill in the forms etc waited for the transfer of my old number back to Vodafone. That was the 24th November. Waited a couple of days. The temp number was still active. Checked online account opened phone working. Started alive chat queried why it was taking so long got fobbed off  with still need to wait 24 hrs, which I  did. Checked phone number transfered checked account number hadn't  transfered to account details, so did another live chat, they did a signal test. Leave it 24 hours then shoild be sorted. Checked account after 24 yrs number now right on account. Tried to use phone. It rang but the person at the other end couldn't  hear me. They tried to ring guessing that it might of been me ringing but got a message that they had rung an icorrect number. So when I got home I tried to ring my phone getting same message. Started another live chat, to be told that the transfer  had not been completed properly. They would get it done again and to wait 48 hrs to correct itself. Have now waited the 48hrs but still nothing. Rang cs to be put through to technical  to be told that it still isn't  right and that not all the files have been transfered and to wait another 48hrs for the issue to be raise again.

 

HELP!!!!!

[Barry76]

Think my number is split ported no incoming calls or any messages in 2 weeks please help

[Devbias]

In my case the iPhone was causing the problem.

I put the vodafone SIM card into a Microsoft phone and voila all started to work as it should.

i then returned the SIM card back into the iPhone 6s and they began to work as it should.

[Barry76]

Got sorted after plenty of shouting at them

[drey_p]

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@Barry76 wrote:
Got sorted after plenty of shouting at them

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I seriously hope not - how would you feel if you had someone shouting at you?  It really isn't a nice experience for the person you treat in that way.