HELP - Number not ported correctly

[DavidFr_2847745]

I am getting desperate. I switched from Vodafone to Smarty about 8 weeks ago and ported my number using the PAC code Vodafone gave me. Since then I have been able to receive some calls but not others. However the most important factors are the following. 

I don't seem to receive SMS. I certainty haven't been able to receive vital 2fa verification texts from the following:

My bank!, eBay, life360, X.

My elderly father has been blocked from calling me and texting me. 

I have had a weekend of back and forth with customer services where I have been told to restart my device several times which has not made any difference. 

I can make calls and receive some but these vital lines of communication are closed at the moment and I am getting desperate. 

[Reagh_an]

Did you ever get this all sorted or did you switch to another provider? I've only been with Smarty for a week and I'm thinking of going back to my old provider.

[Linsey]

Hey @Reagh_an 

Are you experiencing porting issues?

[Reagh_an]

Hey, @Linsey I don't know - am I? 

The number ported fine; I simply CANNOT RECEIVE two-factor verification code text messages from my bank. I've already spoken with the bank this afternoon. They still have my original number showing up when I call them - so it has ported fine. 

[Linsey]

Hey @Reagh_an 

As mentioned in previous responses, please reach out to our customer care team so we can assist in resolving your issue. Unfortunately, we’re unable to investigate through the forum. Repeatedly posting about it here won’t help to resolve the problem.

Contact us - FAQ | SMARTY

Thanks!

[Rimal]

I feel for you - It's nearly 3 weeks since my port was supposed to occur yet i can't make calls / sms  and don't receive them.

All i get from the useless customer service is try to restart my phone or try in another phone.

They refuse to listen that the problem is at their end.

[Reagh_an]

Have you had resolutions to your problems, yet?

[MSF]

@Rimal  I have replied on your other post. You may indeed be suffering a split port if things are not working (and it may not be all Smarty's fault either!)

[WelshPaul]

This is likely the result of a split port. First, you need to identify what network people who have issues calling you are with.

[MSF]

@DavidFr_2847745 Hard too say exactly the nature of the problem.

If you are not getting sufficient help via the web chat, then perhaps raise it as a complaint as this will reach further up the 'food chain' in Smarty. Just wondering if there is an element of a split port involved.

Can't see why your father would be blocked from calling you - perhaps he needs to have your number removed from contacts and then put back in afresh. Also check that he has not accidentally put you in as a blocked contact.

[DavidFr_2847745]

We've tried all that. The trouble is my family mainly use WhatsApp to contact each other so the problem didn't come to light till recently. I then discovered that another person couldn't call me. Some can some can't. The biggest problem is the verification messages that are part of 2fa. none of then come through. 

[DavidFr_2847745]

Also, I can ring my dad. He just can't ring me. 

[MSF · Accepted solution]

@DavidFr_2847745  Then it's the complaint as I suggested, I think.

[DavidFr_2847745]

Thank you. I’ve done that. I’m still getting turn it off and on again messages from customer services.