Forum Discussion

ErrolWa_2100598's avatar
ErrolWa_2100598
SMARTY Maverick
27-06-2023

Orr in to Smarty issue

On Thursday morning of last week 22 June I activated my Smarty sim and initiated the number transfer from Vodafone to Smarty. The port in to Smarty has not been completed and yesterday Vodafone confirmed they ported out on Friday 23 June. Vodafone turned off my 4G yesterday and although I can phone and text message out from my Smarty sim I can not receive calls or sms to my old number. Have contacted Smarty via chat every day since Friday but I keep getting told it’s with the back end tech team and has been escalated. Extremely frustrating as I have missed calls and can’t receive sms from bank, etc.

Porting

18 Replies

  • Rebekah_150's avatar
    Rebekah_150
    Team SMARTY
    27-06-2023

    Hey ErrolWa_2100598

    I am sorry this has been your experience but contacting our team is the right thing to do and they will be doing everything they can to assist you.

    Rebekah

  • MSF's avatar
    MSF
    SMARTY Guru
    27-06-2023

    ErrolWa_2100598 In addition to what Rebekah_150 says, have you checked that your ported in number appears in the phone settings as My Number?

    The fact that you can send texts and make calls does show that the sim works, but I wonder if the phone now does not recognise your ported in number and only 'knows' the randomly allocated number given to you when you activated the sim.

    • ErrolWa_2100598's avatar
      ErrolWa_2100598
      SMARTY Maverick
      27-06-2023

      Hi MSF,

      Yes the Smarty sim works, and I can phone out and text out and the receiver sees my old number /contact name.

      If people call my old number though they receive a recorded message that the the phone number they’ve dialled is incorrect or not in service. My smarty dashboard also still shows the randomly allocated number I was assigned.

  • ErrolWa_2100598's avatar
    ErrolWa_2100598
    SMARTY Maverick
    27-06-2023

    And again my smarty dashboard states:

    Your number transfer has been scheduled to complete by the end of day on 28/06/2023. (Repeating message since last Friday…) 

    We’ll send you an email and a text when your number transfer is complete.

    • MSF's avatar
      MSF
      SMARTY Guru
      27-06-2023

      ErrolWa_2100598  OK, I see now! Indeed strange, but if it does not complete as per that message, you should raise a complaint.

      Hope all goes well and complaint not necessary!

      • ErrolWa_2100598's avatar
        ErrolWa_2100598
        SMARTY Maverick
        28-06-2023

        I have raised a complaint as the switch still has not been completed. I was told that smarty was waiting for some files from Vodafone (my old provider) but Vodafone insists they’ve completed the port out…

  • Richard_2113022's avatar
    Richard_2113022
    SMARTY Pioneer
    05-07-2023

    ErrolWa_2100598 i have exactly the same issue and started my port on the 15th June from O2 and still waiting!! i also spoke to O2 and they confirmed they had sent everything across and the issue was with Smarty. i can make calls and send texts on my number but the line is dead when called.

    I have also been getting the same standard replies, back end team, awaiting updates etc etc i also raised a complaint last week and got a message from their "customer excelllence team" which i replied to and never heard again from. dealing with customer services via text/email is great rather than waiting on hold but the guys just dont have any infiormation and read from scripts which is dissapointing.

    i have also registerd wiuth the Ombudsman but they will only assist after 8 weeks.

    I have never been offered any compensation.

    ErrolWa_2100598 has your number got sorted on are you still waiting?

    • Richard_2113022's avatar
      Richard_2113022
      SMARTY Pioneer
      05-07-2023

      Latest update...

      Hi Richard,
      Thank you for checking with them, I've checked with our team and we are still waiting for their reply.
      Regards
      Shruti

    • ErrolWa_2100598's avatar
      ErrolWa_2100598
      SMARTY Maverick
      05-07-2023

      Unfortunately mine still has not been sorted but I involved the general manager who apparently has escalated it with their networking team.

      I understand we will be eligible for compensation but I have no idea what that will be (probably they’ll waive a portion of the monthly fee I expect)…

       

       

      • ErrolWa_2100598's avatar
        ErrolWa_2100598
        SMARTY Maverick
        05-07-2023

        I just started receiving calls today but sms still not working other than via iMessage..