Forum Discussion

SamHarv_2307470's avatar
SamHarv_2307470
SMARTY Maverick
17-10-2023

Complete inability of SMARTY to transfer my old number..?!?!

Is anybody else stranded with new SIM but old phone number not yet transferred…? Have raised as issue and told it’s been ‘elevated’ but no phone number to call…no ability to chase it up!!!
JJP2's avatar
JJP2
SMARTY Pro-coach
17-10-2023

Have you both followed the process below ?

This is the Smarty community forum, populated by Smarty customers. 

As we do not of course have access to your account, you would need to go back to Smarty to rectify whatever the problem may be.

 

Did you request a PAC code to transfer your number, or a STAC code, which terminates your old number ?

 

Even if you requested a PAC code, the number transfer will take one or two business days, depending on when you gave Smarty your PAC code, as number porting does not happen on weekends, only between Monday to Friday.

 

If you give your new network your PAC code between 09.00 - 17.00 on a weekday, your number will transfer within 1 or 2 business days.

 

If you give your new network your PAC code after 17.00, you are deemed to have given them the PAC code the following working day. 

 

For example, give your new network your PAC code at 19.00 hours on a Friday evening, you are deemed to have given them the PAC code on a Monday. 

 

Remember, numbers do not port at weekends, only during the working week, Monday to Friday.

 

PAC code : Porting Authority Code, which transfers your number between your old and new networks. 

STAC Code : Service Termination Authority Code, which terminates your old number and gives you a brand new number on your new network.

  • SamHarv_2307470's avatar
    SamHarv_2307470
    SMARTY Maverick
    18-10-2023

    Thanks but not very helpful. 
    - yes I had a PAC code from previous provider. 
    - I’m also perfectly well aware that any business is not going to guarantee processes across weekends of bank holidays (even though a vast amount of this stuff is automated and this virtually unaffected by ‘weekend’ days). 

    SMARTY are now three days late porting, are blaming Vodaphone (which is none sense - it’s the new providers role to make all requests from old provider in timely fashion)…and failing to provide meaningful or coherent updates via the “chat” function. Instead they are just repeating bland platitudes about it being ‘in process’ or ‘having been escalated’. 
    Its’s just shoddy customer service.