New account porting issue and now no working mobile

JJP2  and MSF 

Thank you both for reading my thread. I thought I ought to just clarify what happened at the start as I personally think this is where it has gone wrong, so please bear with. Also there may be a hidden clue in what you said JJP2 

1. On Sunday the 16th July, we opened an account with Smarty and placed the order for the SIM. At the time of opening the account, there was an option to enter a PAC code which we did. So this got me wondering with what you mentioned JJP2 , but having said that why allow a new customer to key this in if it is not possible?
2. This arrived on Tuesday as expected. The SIM was inserted into a spare mobile and activated on the same day, Tuesday 18th. All was fine with this using the original assigned mobile number from Smarty being able to make and receive calls. Also on the same day we were advised that the number we did require from Vodafone would be ported across in two days time.
3. Next day, Wednesday 19th July, on the Smarty app and Dashboard we are advised that there is a technical issue porting the number over. Please try again. So we went onto the Dashboard and tried again, only to be advised to enter a valid mobile number. So we then contacted support via the chat and connected with Deepika. She looked into his for us and reported back that there was no issue and that it would still port over tomorrow as originally advised. “I can see on the account its placed be rest assured.”
4. Thursday 20th July. At approximately 3pm in the afternoon, the originally supplied number by Smarty stops, the number we wish to port across stops via Vodafone and within a short space of time starts working against the Smarty SIM, with the correct ported number, all expected. We then transfer the SIM from the spare mobile into my wifes actual mobile and all is good. We can make and receive calls with the Smarty SIM in the correct mobile and it has the correct number ported across.
5. Friday 21st July. Get up at 6am and check the mobile. Dead. No longer able to receive or make calls or text, etc. On the mobile in settings it shows that there is a Smarty SIM, but says Temporarily unavailable. Checking the Dashboard and App, these show the account as “Your plan is Paused”. It does display the ported number.
6. Over the next days and weeks we then start the merry go round of taking the sim out, leaving out, putting back in again. Trying in another mobile, etc, etc. Also it is worth noting that we have used my mobile which is a Pixel 5 the same model as my wifes and all with the same result, in that my SIM works which is also Smarty in either mobile and her SIM does not work in either mobile as well.

JJP2 the option to start the porting process again is not available as the porting according to Smarty and the Dashboard has been completed.

We have pursued the compliant route via email, which seemed to be making progress and referring I thought off to the tech team. But then out of the blue we then had replies back via the chat message system and it seems as if we have gone back to the beginning again and same old responses about sim out, sim in, try another mobile, etc. They just do not read the replies and I guess just go through a tick list of responses. It is so frustrating and to make matters worse we received an email the other day, saying don’t worry we'll take payment to auto renew your plan.

Sorry this has been so long a reply, but as mentioned at the outset, I just wanted to clarify how this started and why I think the issue is at the outset, nothing to do with faulty SIMS for which we have had three now and how worrying all of this is.

Hey KevinCh_1655290 

I am sorry to hear you have ran into problems with your porting request.

From reading the thread, I would agree with JJP2 above and advise the porting request has to be entered again. 

If you have an open complaint, they should be sorting this out for you, but if not, please ask the agent in your chat to tag Matthew from the complaints team and I will look into this personally. 

Many thanks,

Matthew

KevinCh_1655290  Could this be a 'split port'? Have you raised a complaint?

MSF  To date we have been dealing with Rakesh via the web chat. Every time we seem to be making progress, something else then goes wrong.

Not sure I understand the term split port. At the moment the Dashboard does display the ported number correctly but on the mobile, nothing. The SIM settings show as Smarty, with temporarily unavailable and on the Smarty App it immediately advises not working. Sorry I cannot remember the exact phrase at the moment, as I do not have the mobile to hand, as it is my wife's.
Given the situation would you advise that we do raise a complaint at this point?

Now moving onto replacement sim number two. Lets hope third time it works, but I can't help feeling this will not resolve the situation. 

So here we are four weeks later and still no joy and the merry go round has started again. Take sim out, put sim back in again. Try in another phone, etc. etc. The compliant procedure seemed to start to work and be referred to the "tech team" but then it was moved back into the chat message area again with no feedback from the tech team. When will this ever be sorted?

Very concerned now, as we are five weeks in and although I thought we were getting somewhere, still no sign of a resolution in anyway shape or form. Not what you might call a service. This is really is in breach of contract.

Yes. Including crosses account with my wife. Appalling as there is no one to sort this out. PS. My phone number has vanished?

I need to chat with someone, I need a Pac code as I am leaving Smarty