topic Re: Problems with porting number in My Order

Problems with porting number

cuztomer — Sat, 16 Apr 2022 07:17:26 GMT

Hi there,

I joined Plusnet the last Tuesday and since then the number has been porting and no date can be given when this will be finished. The number stopped working with the old carrier on Wednesday and since then I cant use my phone at all. Would appreciate it if someone can help with it.

Re: Problems with porting number

Baldrick1 — Sat, 16 Apr 2022 08:46:35 GMT

Moderators Note

This topic has been moved from Mobile Tech Help

Re: Problems with porting number

adam945 — Mon, 18 Apr 2022 10:16:33 GMT

Hello @cuztomer, thanks a lot for getting in touch and I'm really sorry about that. For some reason, the account remains in a pending status despite the number port completing on 13/04/2022. I've just sent an email across to our operations team to see what's gone on here, and have asked them to progress the account.

I'll give you a shout once I've had a response.

Re: Problems with porting number

cuztomer — Tue, 19 Apr 2022 10:19:14 GMT

thanks @adam945. I really appreciate your help! Have you heard anything back from the ops team?

Re: Problems with porting number

DamianP — Tue, 19 Apr 2022 15:43:16 GMT

Hi @cuztomer, I am having the same problem too. My number was due to port across from EE last Wednesday and ceased working around noon on my old SIM, later that afternoon the data on my new Plusnet SIM stopped working and I’ve had no data, no texts and no access to my number since.

When I called on Thursday I was told I needed a new SIM. I received this today (19/4) and when I called to activate the replacement SIM I was told to wait another 24hrs as there have been huge delays with porting and they will hopefully succeed porting to the first Plusnet SIM in the next day.

So far, six hours later, no joy.

I will be calling again Wednesday afternoon if my number and SIM are not working.

Good luck with yours, hope it gets resolved very soon!!!

Re: Problems with porting number

cuztomer — Tue, 19 Apr 2022 16:02:15 GMT

ah interesting @DamianP! My number was also ported from EE. I called couple of times and the first time I was told to wait until midnight and the second time I was promised to get it working "shortly". Wasn't able to get a measurable definition of it though.
Good luck!

Re: Problems with porting number

cuztomer — Thu, 21 Apr 2022 08:12:07 GMT

@adam945 it's been more than 24 hours since even a new number stopped working and the one I ported is still not working. I am without any phone number atm and for more than a week now I am without my number and mobile data. I can't even call to support anymore

Re: Problems with porting number

Townman — Thu, 21 Apr 2022 08:29:40 GMT

How many providers has this number been with before?

Your issue has been discussed by the superusers - apparently number porting is sometimes not the simple process it should be, especially with numbers which have been with numerous providers in the past.

The fact that both your temporary (new) number and your existing number being ported both now do not work suggests that something has gone wrong with the number routing system.

If you call the numbers, what do you get - number not recognised or call failure?

Re: Problems with porting number

adamwalker — Thu, 21 Apr 2022 09:35:07 GMT

Hi @cuztomer, our back office team are looking into the issue for us and we're just wating an update from them, we're expecting that to come through within the next couple of days so please bear with us and we'll get back to you as soon as that comes through.

Re: Problems with porting number

cuztomer — Thu, 21 Apr 2022 10:17:35 GMT

I have this number for quite some time and ported it 3 or 4 times before. It has never taken longer than 24 hours before .... If I call to the number that I am porting the call fails and the same for the temporary number.

Re: Problems with porting number

adamwalker — Thu, 21 Apr 2022 13:32:30 GMT

Hi there, it's come to light this afternoon that this is part of a more widespread issue that we're looking into that's preventing ported numbers from being linked to accounts. We're looking into it now and I'll make sure we keep you updated.

Re: Problems with porting number

Townman — Thu, 21 Apr 2022 15:15:29 GMT

@cuztomer

Can you make outbound calls on your mobile and if yes, what CLI does that present to the receiving party?

In respect of the identified issue, it should still be possible to make outbound calls and the presented CLI should be the temporary mobile number. If your experience is different, there is a possibility that you are encountering an unrelated issue.

Always wise to be doubly sure!

Re: Problems with porting number

cuztomer — Thu, 21 Apr 2022 15:31:20 GMT

@Townman I have no service on my phone so any outbound (and inbound) call fails straight away. Have no service since at least yesterday morning.

Re: Problems with porting number

Jeff09 — Fri, 22 Apr 2022 11:06:11 GMT

On my recommendation my daughter got her PAC switching code from EE and gave it to Plusnet, as it was a better deal. The Plusnet sim card arrived and the switch took place except it didn't complete.

If anyone rings my daughters old mobile number they get a message that it isn't taking calls. While out and about she can't WhatsApp or text although I think she said she can while on the home wifi. Phoning Plusnet is a waste of time, as they are not interested, and just tell her to wait indefinitely with no completion date offered. Well this is day 9 and she is still waiting. Oh and as a bonus Plusnet did not sign up to the no service compensation scheme offered by proper providers.

Report

Re: Problems with porting number

adam945 — Fri, 22 Apr 2022 11:14:17 GMT

Thanks for keeping in touch @Jeff09 and I'm really sorry for the ongoing issues here.

As @adamwalker has mentioned, this is a widespread issue that we have going on at the moment which our back end teams are working to fix as soon as possible. It's not that we're not interested, we simply aren't being given an estimated resolution date right now.

Re: Problems with porting number

Townman — Fri, 22 Apr 2022 11:15:08 GMT

Hi Jeff,

A warm welcome to the forums. Apparently there is a current issue with the UK number porting service (wider than Plusnet) which Plusnet has escalated to their supplier.

Edit: @adam945 types faster!

Re: Problems with porting number

Jeff09 — Fri, 22 Apr 2022 11:16:51 GMT

What does Plusnet Team Staff mean by saying that it has only just come to their attention? My daughter is pulling here hair out, as it is now day 9 with no service.

Re: Problems with porting number

Townman — Fri, 22 Apr 2022 11:23:46 GMT

Hi Jeff,

It means that there is a difference - a break point - between the circumstances where delays (of a couple of days) can occur due to the complexities of the process ... and oh heck, something does look wrong here. Also remember that within the "last 9 days" there have been 4 non-working days.

A few years ago someone in the Giff-Gaff user community wrote a really good explanation of how porting works - see Porting in explained - The giffgaff community (archive.org)

Re: Problems with porting number

cuztomer — Mon, 25 Apr 2022 07:35:23 GMT

just checking on the status @adamwalker . Phone has been silent for a while now

Re: Problems with porting number

LaurenB — Mon, 25 Apr 2022 10:24:35 GMT

Hiya @cuztomer, I'm really sorry for the ongoing issues and disruption caused.

We don't yet have any further updates to give on this but the teams are working to resolve this.