PAC Transfer hasn't worked and Vodafone support is awful

[LG2126]

Decided to leave my old Mobile provider Three as I wanted to save by having home broadband & mobile with the same provider.

Ordered on the 31st of Oct, switch date of the 4th of Nov. Three disconnected me as planned at 10am on the 4th and since then Vodafone have just been completely incompetent. I've spend so many hours using your online chat, phone calls to customer support and emails to Vodafone. And Vodafone haven't given me a temporary number to use until this is resolved! I don't even have a Sim card yet!

Complaints made with Vodafone and escalated to Customer Support (directorscomplaints@care.vodafone.co.uk) but this department just ignores me for days before sending an update that they know nothing more and have done nothing.

At this point I just need my phone number back as it's used for business and I'm losing significant income and reputation having a number that is just cut off. 

How can this be resolved!? I don't want to spend hours on the phone every day to no avail, speaking to completely incompetent advisors who will do nothing for a Vodafone customer. I called again today to cancel everything I have with Vodafone to only be told all of your systems are down and you cant do anything (again)

An Ofcom complaint is already raised. And they advised me this should not take longer than the one switching day you planned

[hrym]

As you've invoked the complaints procedure, that will now have to take its course.  Transfers do fail from time to time and there's a dedicated team that deals with such ocurrences.   Your initial issue should have been escalated to them, unless you went straight to complaints, of course.

What happens is that all or (more usually) some of the relevant files aren't transferred from the previous network and need to be chased up.   It's usually a quick procedure, and will be once the complaint has beeninvestigated and the matter passed to the team.

[LG2126]

Hi hrym,

No the complaint wasn't the first thing done. I've spend 10s of hours talking to the PAC team, contacting Three's PAC team who state everything is sent. Vodafone support is just completely useless from start to finish, the amount of times I've been on hold and the line has gone dead too!

Vodafone will not talk to Three regarding the matter, they just escalate a response email to Three every time I call. If I didn't call they wouldn't do anything. From the start of this Vodafone advisors have lied to me about significant aspects of the transfer, and that's why I called Ofcom who confirmed they have breached C7.

[hrym]

Something has clearly gone very badly wrong, then.  These matters are usually sorted quickly and I hope you get to the bottom of it.

Sometimes, files are sent but are corrupted or otherwise incompatible, but that's a known issue as well and re-sending should sort it.  I assume thta's been done.