Cancelling Mobile Account
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Cancelling Mobile Account
30-01-2018 7:39 AM
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Transfer from Vodafone to Plusnet using old number Nightmare
Re: Cancelling Mobile Account
30-01-2018 10:14 AM
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Hi there Reallypeedoff!
I am so sorry to hear you have experienced a delay with your port! I assure you though, that in the rare circumstance that a delay occurs, this is automatically picked up by our Operations Team who will find a fix for you!
Once this is being investigated by the Operations Team, however, it is then out of the control of our customer service agents. There is no way of us being able to advise a definitive timescale, or a specific answer as to why the port is delayed. This is because a port is a manual process with an awful lot of moving parts involved. As I'm sure you can imagine, an error can occur at any point in this process, and it is up to the Operations Team to find this issue and fix it ASAP, which I assure you they will be doing with your port right now.
With regards to cancelling your account, unfortunately you have been advised correctly, and we won't be able to shut down an account with a port in process. The only reason for this, though, is that if we were able to cancel the account at this point, the number that is in the process of porting across would be lost, because it is no longer with your previous network, but has not yet come over to us. Further to this, once a port in request is accepted, your account goes into a 'pending' state while the new number gets moved across. In this pending state, additional account actions (such as cancelling) are completely impossible.
With this being said, however, I assure you that you will be able to cancel and get a full refund once this port has completed. If you could send me a PM, I can access your account and have a look at the notes from other agents, and keep you informed of any and all updates on there.
Thanks!
-Liv
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