Possible Split Port

Pretty sure my partner (who cant post here because the verification email doesn't work has got a case of bad / split port. Dashboard still shows the number for the SIM she was sent. Transfer has been delayed but dashboard still shows last weeks date for completion. Her old provider says porting complete, but she can only make calls and not receive them (other than from those on the SMARTY network) on any number (temporary or my current / original). Interestingly when we check the phone, it has her current number and if she makes a call, it shows with the correct (current) number.

Not had a text or email saying porting has been completed and after raising a query via the chat, the front line support can only say its 'been escalated' and to wait a further 3-5 working days which is pretty poor form (especially as cant access banking / finance apps because the OTP doesn't work).

Starting to feel like joining SMARTY was a big mistake as the front line (chat) support seem very limited in what they can help with.