Transfer delays

[Rhyanne_3067223]

We have been waiting now 24 days for a number transfer. This is ridiculous. The apparent email option in the FAQs takes you to the webchat and the compensation links are broken. Beginning to regret moving my family sims to smarty if I am honest. 

Anyone else have transfer issues this month? It was a pay as you go number too and every time we check the expected date has moved right.

[JuliaYe_3480584]

Yes, same with me, first it was next day 24 July, then 28th July, now 29th July. My old sim isn't working for that number either so people are phoning it and getting nothing.  Feeling lost and annoyed 😞

I hope smarty can at the very least explain why this is happening and get it sorted.

[JuliaYe_3480584]

... this is Julia again  on what resolved it for me ... what happened was that my port application had been lost so i had to talk to a customer service person who reapplied on my behalf.  It all worked out then.  

• go to the Smarty app
• go to Help (bottom)
• scroll to bottom where it says "Contact us"
• then "Chat with us" and click on the green circle with a white square in it
• now you will be talking to the bot but it will put you onto a customer service  person for web chat, if it can't resolve your issue (which it couldn't with me)
• They were very helpful and sorted it for me
• Good luck 🙂

[MaryMel_3431903]

yep exactly happened to me.. the day kept getting postponed, even though I had an email to say my transfer is now complete and how to update my iPhone!!! It has put me off recommending anyone to transfer to Smarty . I think it’s all AI so if there had been a human being to either email or talk to. Very poor customer support…. In fact support is non existent 

[MSF · Accepted solution]

@Rhyanne_3067223  When you applied to bring your number over to Smarty you should have been given a date for the transfer. also, your number will show in your Account Dashboard when it is transferred.

Have you had a web chat with Smarty Support? They should be able to investigate. Surely the compensation is a secondary issue to getting your number moved.

[Rhyanne_3067223]

Hi,

 ● When you applied to bring your number over to Smarty you should have been given a date for the transfer. - yes we have been given 7th April, 15th April and now 28th April. 

● also, your number will show in your Account Dashboard when it is transferred. - thank you yes, we have tried to transferred one number a number of months ago but it failed and we lost the number, so had to change everything, and this is another family member in our household.

● Have you had a web chat with Smarty Support? They should be able to investigate. - They wanted us to provide the PAC code again to verify after explaining we no longer had the old device we couldnt, we were just told that nothing can be done. No notification from smarty via email or anything though.

● Surely the compensation is a secondary issue to getting your number moved. - I didn't say I wanted to claim compensation, however when you read the help topics regarding porting in, they mention emailing after 7ish days (link broken, take to webchat, not an email) and it also mentions this apparent compensation link (which is also broken). I was looking for an email address as it states, and here making others aware there is no email address nor does the comp link work. 

We have decided to cancel our accounts and get a family plan with an alternative provider. As 26 days is a bit far fetched to wait in this day and age, with no comms or reasons as to the delay. To me that is poor service. Thank you for taking the time to respond though.