Forum Discussion

kf1's avatar
kf1
SMARTY Maverick
04-01-2025

Port Started... SIM not working.

Disappointingly today attempted to port from Three to SMARTY.

Three SIM lost service at around 11.30am. Email and texts received from Three that the number is to be disconnected.

SMARTY SIM stopped working around 2pm. Around 2.30pm email received from SMARTY advising the port was complete, shortly after the dashboard has updated with the new number and that the transfer is complete.

However the SIM is still not working - emergency calls only. Done all the usual including trying different phones and restarting. Dialling the number is a generic "number not recognised".

Went on live chat a few times through the evening and fobbed off that ports take until the end of the day. Quite irritating when it was pretty obvious by this point it wasn't likely to go any further.

Obviously it's now the weekend (lesson again learnt not to port on a Friday) so not expecting much until Monday at this point. But is this going to sort itself or am I going to have to run around trying...

12 Replies

  • kf1's avatar
    kf1
    SMARTY Maverick
    08-01-2025

    New SIM card received and activated, which as expected hasn't fixed anything. The number still isn't propogated so I simply get no service/Emergency calls only on the new SIM just like the previous. And ironically receieved a second SIM "for a friend" as well, no chance of that right now!

    Still "number not recognised" when dialing inbound.

    Complaint replied to by the complaints team completely missing the point, told "the port is showing as sucessful so your phone is working, can we close the complaint". Um... no?

    • MSF's avatar
      MSF
      SMARTY Guru
      09-01-2025

      kf1  Off chance suggestion here......Is your phone definitely compatible with VoLTE? The Smarty offering is not the same as Three version for some reason.

      • kf1's avatar
        kf1
        SMARTY Maverick
        09-01-2025

        Yes. I have tried multiple phones too. The (original SMARTY) SIM worked fine before the port so it is 100% a port/number provisioning issue.

  • Goddess_Bastet's avatar
    Goddess_Bastet
    SMARTY Teamster
    06-01-2025

    Have you tried a network reset?

    • kf1's avatar
      kf1
      SMARTY Maverick
      08-01-2025

      Of course.

      • Goddess_Bastet's avatar
        Goddess_Bastet
        SMARTY Teamster
        09-01-2025

        Does the sim work in another phone?

        Which phone do you have?

  • MSF's avatar
    MSF
    SMARTY Guru
    04-01-2025

    kf1  It's hard to say if it will sort itself out. The fact that your account shows the correct number is a bit promising.

    You can still web chat with Support over the weekend. If it is not sorted, raise a Complaint.

    • kf1's avatar
      kf1
      SMARTY Maverick
      04-01-2025

      Went through troubleshooting again with web chat, not fixed obviously.

      They now seem to want me to get a replacement SIM (which will waste more time because the SIM card is fine).

      Dialling the number is a generic "number not recognised" so it's clearly a port issue not a SIM issue.

      Complaint raised... let's see where we get...

      • MSF's avatar
        MSF
        SMARTY Guru
        05-01-2025

        kf1 Unless you fiddled about with removing and replacing the sim, I agree that it is hard to see why a replacement would help - but then you'll have to follow what they say I guess.

        Hope it works out.