Port Started... SIM not working.

[kf1]

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...

[MSF]

@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]

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]

@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.

[Goddess_Bastet]

Have you tried a network reset?

[kf1]

Of course.

[Goddess_Bastet]

Does the sim work in another phone?

Which phone do you have?

[kf1]

No.

Tried Samsung A54, iPhone 14, iPhone SE.

My first SMARTY SIM worked fine before the port. The new replacement SIM still does not connect to the network. I am still pretty certain this is a port problem not a SIM or phone problem.

[Rebekah_150]

Hey kf1,

What you have described could be a porting issue but I will need to access your account to assist further, I unfortunatly cannot access it on this platform. here are all the was to get in touch with SMARTY directly https://smarty.co.uk/contact.

[kf1]

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]

@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]

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]

Is the sim doesn’t work in any other phone then yes it’s 100% a problem with the sim or the porting.