Number Porting Disaster: 7 Days, 4 Store Visits, and Still No Service - How Can I Get My number

[PatrickPando]

I've been experiencing a nightmare trying to port my number from a corporate account to a personal monthly plan. I provided a valid VOE number, but things have gone downhill since then. My corporate SIM got deactivated, and my personal SIM never activated. I've contacted technical support multiple times, and they've assured me that the hold on my account has been released and to wait for 24 hours.

Unfortunately, after waiting for the stipulated time, I still had no service. Tech support advised me to visit a physical store, which I did. I have now visited the store four times, had three SIM swaps, and have been told to wait for 24 to 48 hours each time. It's been seven days, and my number is still not activated. The last SIM card I received is active, but it has a different number.

I'm at my wit's end and desperately need help. Has anyone faced a similar issue, and if so, how did you resolve it? How can I get my original number activated on my personal account?

Thanks in advance for any advice or suggestions!

[AnnS]

Unless the procedure has changed, as far as is known @PatrickPando when you transfer from Corporate to Consumer as Corporate is on a different system this needs to be completed using a PAC code, this is an internal PAC and different from an external where you would port out to an alternative network.

Customer Services should be able to advise the procedure for transferring from Corporate.  I would drop the Social Team a message on this link Contact Us they will be able to advise further.

[PatrickPando]

I followed the proper process, providing a VOE number as the internal PAC code. I have confirmation that the number has been ported, but the issue lies in getting a SIM activated with the account. I'm aware that the shop has submitted a "stuck order form 7219" as the order has been stuck for more than 48 hours. ...7 days 

Thank you your input.  I've already followed this procedure and provided the VOE number as the internal PAC code.

[PatrickPando]

The team in the shop have been very helpful

[AnnS]

That explains the situation @PatrickPando , follow the link to speak to the Social Team, they will be able to help get the process completed.  If you don't have Social Media, there is always the complaints process here: Complaints 

I notice you have marked this as solved, I have removed this for you, your issue is far from solved when you are still waiting for the SIM to activate. 

[PatrickPando]

No Joy,

I finally got through to the complaints department  @AnnS and spoke with a very polite gentleman who kindly asked me to be patient since the order was only opened on the 4th. Funny thing is, working with Vodafone has started to feel like the movie Groundhog Day.

Every morning for the past week, I talk to someone who says, "Since the order has been updated, please wait 24 hours for resolution," as if I'm being impatient and it's a brand new problem. I can't help but feel like Bill Murray, waking up in a dodgy hotel in Punxsutawney, PA.

Instead of Sonny & Cher singing "I Got You Babe," though, I have Vodafone telling me they don't have me because the order is less than 24 hours old, and there's nothing they can do today. And then, at the end of each day, someone at Vodafone opens a new order, and I'm told the same thing all over again.

Sadly, my story doesn't come with an Andy McDowell twist. Just another person telling me to wait, as if I haven't been waiting since the 29th for an account change I was told would take a few minutes to 24 hours. Little did I know it would be 24 hours on repeat!

buzz buzz buz clock radio goes off 

Verse 1)

They say our love won't pay the rent,

Before it's earned, our money's all been spent.

I guess that's so, we don't have a pot,

But at least I'm sure of all the things we got.

(Chorus)

I don't got you, babe. I don't got you, babe.

(Verse 2)

They say our signal's weak and small,

And when it drops, it's like there's none at all.

But I don't care, I don't need their line,

'Cause when I'm down, you're not here to make me fine.

(Chorus)

I don't got you, babe.

I don't got you, babe.

(Bridge)

I got no bars again this mornin', But it's so clear, That when I'm with you, babe, I just disappear.

(Verse 3)

They say I'd better try to make a switch,

But each time I try, I just fall in a 24 -hour glitch.

And when I'm sad, you're not by my side,

All I get from you is just a long wait time.

(Chorus)

I don't got you, babe.

I don't got you, babe.

(Outro)

I don't got you to make it right.

I don't got you another 24 hours tomorrow night.

I don't got you to give me towers.

And I don't got you, babe, to be on hold for hours

I don't got you, babe. I don't got you, babe...

this song is dedicated to Tobi who greats me every morning like it never seen me before

[AnnS]

Although the person you spoke to at Complaints was polite @PatrickPando , he failed to escalate this for you. 

It was obvious you were having issues, otherwise you wouldn't have contacted the Complaints Team and he should have escalated this and provided you with a complaints reference and log in to check the progress of the complaint.

This is time consuming and frustrating for you, if you are able to speak to complaints again, this should be investigated to get your number on consumer.

Hopefully, this will be picked up by the Social Team here on the forum.

[PatrickPando]

There is  rendition of Ground Hog day playing at the Old Vic in London!    Vodafone should Sponsour like the Morman church sponsors Book of Morman.    

ALl jokes aside this is a systems and training issue.   I have asked to escalate In every call since day 5.   Not a single employee as chosen too.   

[PatrickPando]

@AnnS I will call and ask again.   I have asked to register a complaint or escalate on no less than 4 occasions.   I have been told I have to follow the 24 hour groundhog day process it is "out of there hands"  there is "nothing else the can do" or if "I were you I would have lost it by now".    I will call when the phone line is available and ask for a complaint number.    Something is just off.   Is there someone I can email are talk to than untrained staff with poor systems

[Effie]

Hi @PatrickPando I hope you are doing well and having a lovely week so far despite this ongoing issue. I am genuinely very sorry to hear that this complaint has not been escalated appropriately and that the problem has not yet been resolved. I can certainly appreciate how frustrating and concerning this must be. As we have no account access on the forum, please reach out to our team over on Facebook at vodafone.uk/3K1e4GB or via Twitter @VodafoneUK so we can get this checked out and escalated for you.