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Split Porting Issues!

3: Seeker
Hello,

Can someone please assist me as I'm struggling to get the Porting team/Customer service team to solve my issue.

I joined Vodafone a week ago and I still haven't been able to use then due to my number not being transferred correctly. I can make calls and text and my transferred number appears, however nobody is able to reach out to me as it keeps saying my number is not recognised.

I transferred from Virgin and all the routing files have been sent as far as they are concerned. Every day I ring up customer services I keep being told to give it 24 hours and now I'm on the 7th day and this cannot continue.

Can anyone advise why this is taking so long and if there is any way I can get my number working as it's my work number and is important it is up and running again.

Thank you :-(
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24 REPLIES
17: Community Champion

Hi

 

Totally understand why you would be frustrated and unimpressed with the situation concerning the split port. 

 

Once this has been reported by the account holder to customer service then they escalate this to the porting teams if they cannot resolve the situation. 

 

Unfortunately I'm not sure if they can give an accurate timeframe when this happens. 

 

Personally if this was my situation I'd keep a log of the length of time this takes to resolve and of the contact I'd made to Vodafone including dates , names and times and then pass this feedback via letter or further phobe call. This is one way Vodafone can keep a track on these situations and adapt. 

 

I really do hope this is resolved asap for you. 

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3: Seeker
Thank you for the reply.

Yes I have been making notes of everyday calls to them.

I just want it to be sorted as they happily will take my payments for the rental however the service I'm getting is affecting my daily job as my clients are unable to reach me.

I will be writing to them in detail once this hopefully gets resolved as I will look for some compensation or discount in further monthly payments.
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17: Community Champion

You're welcome. 

 

From what I read most instances are resolved quickly. 

 

Unfortunately some are not resolved as fast as everyone would want. 

 

Sometimes turning the phone Off and On can help if they resolve the porting files in between. 

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17: Community Champion

Hi @Moynul78

 

From what you have written, Vodafone should have already raised a split port request with your previous provider.

 

With porting not taking place over a weekend on any network, hopefully Vodafone will get your incoming service working early next week.

 

If you do not have full service next week, please come back to the forum, the Team here will be able to help.

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3: Seeker
Thank you for your response. I raised the port transfer last Friday and was told it would be completed by Mon 5pm. However subsequent calls this week I kept hearing "up to 24 hours" every day and today we are now on Friday.

I even spoke to Virgin today to let them know of my issues and to confirm they have sent everything across that has been asked of them and they said it's all complete their end.

I can't do anything now and just hope it's sorted Monday.

PS- I have been rebooting my phone every 2 hours this week in the off chance it sorts itself! :-(
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Moderator

@Moynul78

 

Sorry to hear you're having issues with porting your number. 

 

I've sent you a private message with details on how to get in touch with us, please follow the link to email us.

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3: Seeker
Ok thanks. This still isn't resolved and I hope you can assist in this as I may have no choice but to terminate contract as I need my work phone up and running.
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Moderator

@Moynul78 Have you been able to get in touch with us, using the details provided by Carly? If so, we'll be in touch with further help as soon as possible.

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3: Seeker
Hi Colleen,

Yes I did fill in that form and I got a call this morning from the tech team who advised me my prenvious provider has completed everything their end and it should all be working now.

So as instructed I rebooted phone but I am still unable to receive any calls or text.

I have replied back to yourselves and waiting to hear back from someone.

Thanks
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Moderator

Hi @Moynul78

 

Thanks for getting back to us. 

 

I can see that one of the team has been in touch today. 

 

Thanks, 

 

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3: Seeker

Hi Amanda,

 

yes i I have numerous correspondence from the tech team but unfortunately I'm still in the same position and have been told to wait for another 48-72 hours!

 

im afraid I have waited long enough and as this is a crucial work phone, I will wait until tomorrow and then cancel this contract.

 

it seems this doesn't look like resolving at all and I am the one losing out as it is affecting my job as I cannot continue to keep being told to give it 24 hours everyday as it's obvious the fairies can't do any magic to this situation.

 

thanks

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3: Seeker

Hi,

 

Please can someone from the tech team get in touch as it has been 72 hours now no this hasn't been resolved. I have had enough of being given timescales and nothing has been met so it is time to get out.

 

i would like to cancel the contract please as I need a SIM that actually works and for that I'm most likely going to have to leave.

 

thanks 

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Moderator

@Moynul78

 

Sorry to hear you've not receieved your callback and you feel this way.

 

If you've still not heard back from the Technical team, please contact our Live Chat team. They'll be happy to chase this up for you.

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1: Seeker
I seem to have the same issue. What do I need to do next? Who do I contact as it seems from the thread that contacting a store or customer services is not the best way.
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3: Seeker
You are better waiting for a response from the technical team here on this forum as they sent me a link to fill in details and I got a better response from them rather than ringing through. Unfortunately you will have expect some time for this to be sorted and don't expect a promise of 24 hours to be true as it room me 2 weeks to have my number fully ported!
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Administrator

@luc011001 I've sent you a private message with details on how to get in touch.

 

@Moynul78 We're glad to hear your issue was resolved! 

Apologies for any inconvenience caused along the way. 

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2: Seeker

Hi, I believe I have a split port issue as this happens whenever I switch provider. I can make calls from the ported number but I cannot receive calls or texts.

 

In this case I have ported my number from O2.

 

I don't have a useable service at present, help!!

 

Thanks

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2: Seeker

For info, my number is traceable to the BT network where it originated back in 2004. I've used mobilephonechecker and the aql portal which both show the same information for the number.

 

Thanks

Moderator

@Stone_deaf

 

We'll be happy to look into this for you.

 

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

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