Forum Discussion
New account porting issue and now no working mobile
Recently set up a new account for my wife and included her details to port over her existing number. Initially new sim was fine using the Smarty issued number. Was then advised on the 18th that port would take place on the 20th. On the 19th notice on the app there is a technical issue with the port. Try again. Went to try this but nothing available. Contacted support and told there was no issue and would happen the next day. 20th arrives and late afternoon it appears that the number has been ported across on the mobile but looking at the dashboard still has original number displayed. Seems odd? But mobile is making and receiving calls. Come the 21st Friday. Nothing. One dead mobile. Unable to make or receive calls. Contact support and since then still no resolution. Had new SIM sent, told to reactivate, no option to do so and so it continues on and on and on.
Fast losing our patience. How much longer?
Anybody else had dramas like this?
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.
39 Replies
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?KevinCh_1655290 Basically, I think it is when the number is ported across to your new network but not totally disassociated from your old network.
Your proper number on your account dashboard is encouraging. Have you done the turn off, turn on thing with the mobile to encourage it to register to the network correctly? (Sometimes works)
Using the complaint strategy can be helpful as it brings it to the team in UK as I understand.
Hi MSF . Tried the off and on action again last evening, just in case, but no joy.
Have now followed your advice and raised it to Smarty via the complaint strategy. Watch this space. 👍
KevinCh_1655290 Could this be a 'split port'? Have you raised a complaint?
