Forum Discussion

JaniceR_3117730's avatar
JaniceR_3117730
SMARTY Pioneer
22-01-2025

Delay in Porting

Ported my number over from giffgaff on Friday the 17th of January, waited till Tuesday the 21st however the port seems to have failed.

Contacted Smarty support and been informed that they haven't received the "files" from giffgaff to complete the port, have spoken to giffgaff and they have assured me that, from their point of view, the port was successful.

Back to Smarty support who are now telling me it will take 24 to 48 hours to investigate, in the meantime no one can call my number (the one I ported over) nor have an option to leave a voicemail.

Phone has been rebooted a handful of times and have checked that the SIM slot hasn't been software disabled in the phone settings.

Have asked for this to be escalated however that was ignored, any further ideas from the community?

Thanks in advance 👍🏻

port

2 Replies

  • MSF's avatar
    MSF
    SMARTY Guru
    22-01-2025

    JaniceR_3117730  I would send it as an email Complaint in the hope that it reaches further up the 'food chain'.

    Assuming you have checked that your sim is activated on your Account dashboard with a random number.

    What number does the dashboard show now?

    If you requested late on Friday, then discount Sat & Sun and you would expect the process to start on Mon 20th and finish by end of business on Tue 22nd. What date did they give you in the confirming email?

    Small comfort, but you may get some compensation for the delay, albeit small.

    • JaniceR_3117730's avatar
      JaniceR_3117730
      SMARTY Pioneer
      22-01-2025

      Thanks for the reply MSF

      The SIM was activated and the number showing, in the Smarty app, is the random number that was assigned to the SIM

      In the Smarty app it is still stating my transfer is taking place.

      Smarty gave the 21st as the transfer date.

      I'll go with a complaint email as you've suggested, just really annoying that my old number seems to have "disappeared" and that all I seem to get is scripted replies from Smarty support, guess it's the price to pay for cheaper contracts 🤔