Split port can’t receive calls or txts from EE (week 3)

[dgill2304]

Good morning, I have tried every other avenue to get this resolved but I have had no joy. 

long story short moved from an EE third party (plan.com) to Vodafone but I still had to use the partner to prevent massive termination costs.

Port all went through on the day and everything appeared fine until my partner tried to call me that is on EE, since then I have realised it’s every EE number that’s tries to call me. Partner are saying and have been saying for the last 3 weeks that they are waiting for Vodafone to fix the porting issue. Vodafone won’t let me speak to them directly 

please can somebody but me in contact with the porting team as I have now waited 3 weeks and they only reply I get is it’s been looked into. I have tried calling 191 and they won’t speak to me. 

any help would be appreciated 

Kind regards

David

[japitts]

You'll probably find that it's all "off-net" callers that are affected, not just EE.

I'm unfamiliar with Plan's CS setup, but the issue certainly needs to be resolved by your service provider. If you pay your bills to VF directly, then that it they. If your contract is with Plan directly (as some SME setups are), then they are your point of contact - if they're dragging their heels, then you have valid cause for complaint with them.

[Ami]

Hi there @dgill2304. Hope you're well! Our dedicated team on Social Media would be happy to look into this for you and get this porting issue resolved. Please could you contact the team here.

[dgill2304]

Hi Ami, they won't help me because I'm a business account. Told me to ring 03333-04-3333 and they told me the same thing basically telling me to contact the 3rd party, 3rd party are saying its with Vodafone to sort!  I just want this porting issue resolved I'm missing very important business calls, I'm also being accused of blocking people because of this. EE Callers get a message saying my number is not recognised. 

[Mark]

As a consumer based Customer Service team, we don't have access to all our business accounts @dgill2304. But if you haven't already, drop us a message via the link Ami provided, as there are a large number of accounts we can help with. If we can't, I'm sure we'll be able to help get you in contact with the correct team.

[dgill2304]

As mentioned I went through the link provided and was given a number, when I called that number I was told to contact 3rd party, 3rd party told me its with Vodafone to sort. Frustration is real!! 

[Mark]

I'm sorry we were unable to assist, as I mentioned we are primarily a consumer based team. If your service has been purchased through a 3rd party, you should be able to raise this to them and they would work with us to make sure everything's straightened out for you.

[dgill2304]

Thanks Mark, but it's now been 3 weeks and nothing has progressed in getting this resolved. Not sure what to do now, I'm missing so many important calls. 

[Mark]

If your company is large enough to have a dedicated contact they'll have a number to call our corporate business team @dgill2304, I'm sure they'll get this sorted for you, if not pop us another message via one of our social channels. Advise you're reaching out after speaking to me via the Community and I'll take a closer look into the details for you.

[dgill2304]

Hi Mark, is there a way I can DM you please? Thank you