Forum Discussion
New account porting issue and now no working mobile
I am so pleased to report that we have now at long last have a working mobile for my wife. I would like to thank Matthew_SMARTY and JJP2 for the helping identify where the problem originated from i.e. entering the PAC code when first ordering the sim and setting up the account and then Natalie for persevering with the tech team to get to the final solution. There were a few stages but we got there.
To summarise the final stages the tech team at one point asked us to enter a code to clear call barring, but this was not possible at the time, because the sim was not connecting. They then must have done something else and we noticed that the exclamation mark next to the signal strength had gone. On trying still no joy. So we just in desperation tried the code again to clear call barring. That gave us partial success. This was great news. We could make calls, send and receive SMS text and the data side appeared to be working. But when we tried to dial the number, it would not connect and were advised that the number was not available. So near at this stage. Then having removed the sim, left it out for 30 minutes with the mobile off then reinserted and switched back on, everything was in order.
I thought I would detail the final few steps in case this helps others, but once again, thank you to all of you you gave advice and assisted us in getting this resolved.
Natalie I know that my wife has been in touch with you and I am sure you can tell from her communications how grateful she is to you - thank you from me.
I have the same issue now, please can someone help me?
SamiraK_2431901 Best to make your problem clear to the Support Team via web chat.
Thanks so much for the advice. Still so service. Yesterday I emailed and asked for Natalie, as she replied to my message to ask that I do this, so fingers crossed..
Hi SamiraK_2431901 ,
We found the web chat absolutely useless as even if you get somebody to respond they will have you taking the sim in and out rebooting, sending you a new sim which is a waste of time as there was nothing wrong with the sim, etc. The only way we got this sorted and after the advice from JJP2 was to email in a complaint and then eventually things started to happen It was then when Natalie picked up on the situation and was added into this thread and assisted in sorting this out. I would have hoped by now that the facility to starting the porting process at the order stage had been removed to prevent this issue, but even so by now the support team ought to know about this scenario and have it on record how to address. I hope that you get this sorted out soon.
I’ve been trying to solve this via web chat for the past 6 hours. I’ve now messaged Natalie directly for help.
