Number switchover

[HannahF]

Hi, I’ve just joined Smarty. I sent my PAC code earlier today (within the time provided, well before 5pm) so I thought that my number should switch over by tomorrow as they say it happens within 24 hours. But I just have received a message saying it won’t happen until 4th, which is the day after. This is disappointing. Why is this? I followed their guidance! Does it often take longer? And they only told me now after their webchat is inactive for the night. It isn’t making me feel like I’m off to a good start….

[Chalkychap · Accepted solution]

You'll be entitled to compensation for the delay, because OFCOM rules say the switch must happen the next business day. 

I suspect the only way you'll find out why there's been a delay is by making a complaint.

Unfortunately, this looks like a case of #LessSMARTY, #MoreMalarkey @HannahF. 

[HannahF]

Thank you for your advice. I will certainly complain because the customer service I have just had on chat is appallingly bad! 

[Chalkychap]

If your old provider was Vodafone or someone using the Vodafone network, there may be delays. 

It's alleged Vodafone haven't been following the operator processes for mobile number transfers since 28-Apr-2023.

[MSF]

@HannahF  Did you see this article?: https://help.smarty.co.uk/en/articles/7019273-keeping-your-number#h_9f771a768d Did you get the choice of dates?

You may need to complain as suggested.

Hope it works out.

[HannahF]

Thank you. No, I got no choice. I have just spent ages on chat with a very unhelpful advisor and I am seriously thinking I made a mistake joining Smarty. He is insisting I sent my PAC code after 9pm when I have a text and email from Smarty proving it was sent around 4pm. They were the ones who texted me after 9pm to tell me the date of transfer. So I will proceed with a complaint. It wouldn't be a big deal if they were apologetic and explained themselves, but the guy I spoke to is implying that I'm lying!

[MSF]

@HannahF I totally understand why you are not happy.

It does seem that Smarty have outsourced a lot of Support. When I originally joined, I think most of it was in house; it was quick, polite and very helpful and resolved the few issues that I had very quickly. Unfortunately, I seem to be reading something different nowadays....Ah, progress!!

[Kayakit]

Hi. My old provider stopped my services at 12.00. My number hadn't been ported over so I contacted Smarty. I was advised that it would be by the end of the working day, and I'd get an email. The chat also included some useful hints if I had problems with the number switch. 16.20 over it came.

[ah06t92]

I’m in the same sinking boat…

[Chalkychap]

Are you transferring a number from Vodafone? 
Allegedly, Vodafone currently have major issues with the industry procedure for handing PAC requests and submissions.

I wonder if SMARTY are having similar issues?

[MSF]

@Chalkychap I wonder whether the Cost of Living Crisis has made more people think hard about how much they are spending monthly on their mobiles and broadband. It might be a reason for a mass exodus towards the cheaper sim only sub-networks I think.

[Chalkychap]

I guess so, but it still seems lots of people want to get the latest iPhone, Samsung or Pixel handset every year. 

The mobile networks are always enticing people to upgrade - their 12/24-month minimum term handset contracts appear to remain a lucrative business. 

Reduce, reuse, recycle - good for the plant.

[MSF]

@Chalkychap ...and certainly good for the companies that refurb phones!!🤣

[PeterCo_2320933]

It looks as if I am in the same boat as a lot of the OP who posted above. I'm trying to transfer from Vodafone and currently on my 4th day without an operational phone. I tried to get updates using chat and have even been transferred to a human customer service agent by the name of Mannina. All I'm getting at the moment is "Our team is working on it and once we get an update we will share it with you as soon as possible". Not really helpful when I need to make and receive calls on a daily basis. Like others I'm wondering if I've made a mistake in choosing Smarty