Forum Discussion

Jaybird's avatar
Jaybird
SMARTY Commentator
24-07-2023
Solved

Port-In Delay

Received an email saying there's been a delay in transferring my number over from Plusnet to Smarty. I've contacted the webchat team and I'm waiting for a reply at current, but in general what happens in these situations? What kind of compensation is involved?

I'm getting quite anxious now after reading this topic https://community.smarty.co.uk/t5/chats-hacks/sim-transfer-went-wrong-and-support-keeps-fobbing-me-off/td-p/11170 where this poor member, also transferring over from Plusnet, had their number LOST. And anyone who's had the same phone number for the last 20 years or so can imagine what an absolutely terrifying thought that must be.

Needless to say, not off to a good start.

 

Customer Support
Porting
  • Jaybird's avatar
    Jaybird
    28-07-2023

    Phone port finally went through this afternoon after I took up my case with three or four of Smarty's webchat agents. They escalated my case after I badgered them yesterday citing technical issues on their end. 

    Took a whole week. Good luck to anyone else doing number ports.

23 Replies

  • JJP2's avatar
    JJP2
    SMARTY Pro-coach
    24-07-2023

    Whilst I appreciate that this won’t be any consolation to you Jaybird  the faults , yes faults, lay with PlusNet Mobile, who are well known for causing problems when people port away from them. PlusNet know full well that ultimately, it’s responsibility of the receiving network, in this case Smarty, when numbers are ported away from PlusNet, so they are just shirking their responsibility.

    You only have to Google “Problems porting mobile phone number away from PlusNet” to get an idea of the amount of issues PlusNet are causing when people port numbers away from them. As PlusNet mobile will soon cease to exist, they don’t give a monkeys about their exiting customers.

    These issues go back over a year by the way. 

    https://community.plus.net/t5/Mobile/Plusnet-issues-porting-numbers/td-p/1867530 

    • Jaybird's avatar
      Jaybird
      SMARTY Commentator
      24-07-2023

      I'm currently on their own Forum boards trying to glean more answers but, like usual, customers are stuck between what seems to be two companies pointing the finger at each other. I've been told it's both sides to blame at this point, so just going to sit back and watch what happens.

      Thanks for the information.

      • JJP2's avatar
        JJP2
        SMARTY Pro-coach
        25-07-2023

        The issue you currently have is that number porting “takes two to tango”, in this case PlusNet and Smarty, but PlusNet aren’t leading the dance properly. 

        Until such time as PlusNet release your number properly, allowing Smarty to take it over, Smarty and yourself and stuck between a rock and a hard place. With their poor porting history, plus the fact that PlusNet will soon cease to exist, due to BT Group deciding that EE will be the mobile arm of their group, it’s likely the soon to be unemployed PlusNet staff just don’t care, perhaps understandably (BT Mobile is also affected, it’s no longer accepting new customers and will soon be subsumed into EE)

        Again, this won’t make you feel better, but when I ported my number from EE to Smarty on June 2nd this year, it worked flawlessly, because EE played their part in releasing my number promptly and properly.

  • Jaybird's avatar
    Jaybird
    SMARTY Commentator
    28-07-2023

    Phone port finally went through this afternoon after I took up my case with three or four of Smarty's webchat agents. They escalated my case after I badgered them yesterday citing technical issues on their end. 

    Took a whole week. Good luck to anyone else doing number ports.

    • MSF's avatar
      MSF
      SMARTY Guru
      28-07-2023

      Jaybird  Glad you've had a result.

    • JJP2's avatar
      JJP2
      SMARTY Pro-coach
      24-08-2023

       

      Good news that’s it sorted. 

      Far too many porting issues involving PlusNet for it to be coincidence. 

       

  • Strandloper's avatar
    Strandloper
    SMARTY Motivator
    24-07-2023

    Jaybird , thankfully the case you raise is an example of very few that go wrong.  Most port ins go well (and we don't hear about them).  We all make mistakes occasionally.

    Hopefully your port in will be sorted out soon

    • Jaybird's avatar
      Jaybird
      SMARTY Commentator
      24-07-2023

      I understand things can go wrong on occasion and of course we all make mistakes, but can't say I'm feeling very reassured here.

      My webchat agent has also apparently decided to go offline given I've been waiting for a response to a simple question for over 12 minutes now, and the green 'active' spot over his profile picture has now disappeared. Still no further information.

       

      • Chalkychap's avatar
        Chalkychap
        SMARTY Trendsetter
        24-07-2023

        The OFCOM number porting rules mean that SMARTY are 100% responsible for getting your number transferred from Plusnet Jaybird.

        I'm not sure the web chat team have an effective communication channel with the number porting team, but if you're not happy ask to make a complaint and ask for compensation, which are the only 'sticks' you've got. 

        As Strandloper said, most number transfers are successful. I've ported my number over to SMARTY twice now, without any issues.
        🤞

  • Jaybird's avatar
    Jaybird
    SMARTY Commentator
    24-07-2023

    Thank you Chalkychap, that's good to know even if it's a last port of call for myself. (Only 'port' I've got right now I suppose given the situation.) I have an important phone call due tomorrow so needless to say I hope this gets fixed very soon. If not I might go chasing for a goodwill gesture, because not being able to provide a reason for the delay is not exactly a good start for a new customer.

    I'll keep everyone posted with what happens in case others fall prey to the same issue. It just helps to be heard and to see what happens, rather than be told 'you're one of the few exceptions'. 😐

    • Strandloper's avatar
      Strandloper
      SMARTY Motivator
      24-07-2023

      Jaybird, who are you quoting when you say "rather than be told 'you're one of the few exceptions'. 😐"?

  • Jaybird's avatar
    Jaybird
    SMARTY Commentator
    24-07-2023

    I meant it as a generalisation, not as a direct quote.

    • Strandloper's avatar
      Strandloper
      SMARTY Motivator
      24-07-2023

      Then please, make that clear when you post generalisations, as it is too easy for such comments to cause offense, especially when on forums such as this.

      Part of what to remember here is, we on this forum, are Smarty users, just like you, and any posting we (including me) make are there to help, rather than be offensive.

      • Jaybird's avatar
        Jaybird
        SMARTY Commentator
        24-07-2023

        I'm sorry but maybe you're reading comments too closely? If I have to walk on eggshells around here it makes me just want to port my number straight out of Smarty and close my account. Far too much hassle already to be dealing with overtly-sensitive readers lecturing that my port delay concerns can 'cause offense'. 

  • AllyKnig_829665's avatar
    AllyKnig_829665
    SMARTY Maverick
    19-09-2023

    I am having similar issues number was meant to be connected 12.09.2023 and still waiting this is a joke as my phone shows number but no calls or texts