Delayed Port-Out from Plusnet Mobile

[#1]

I got my PAC code to transfer my number from Plusnet Mobile after the poor (and honestly insulting) offerings by EE in light of the shut down, but there's been an apparent delay.

It started on Friday when I activated my new sim and was meant to complete at end of working day today, Monday. Smarty won't give me a reason as to what this delay is and some people are pointing the fingers at Plusnet: saying they don't care about customers because of the shut off etc.

Like usual, customers are caught between two companies pointing fingers. Can someone help see if there's actually something on Plusnet's end causing this, or should I just sit here and wait, twiddling my thumbs, hoping the important phone call I'm waiting on tomorrow actually gets through to me?

Sad to lose Plusnet mobile. I would have stayed had I the option. Very, very tired of jumping between mobile providers these last three years.

[#2]

Sorry to hear this has happened @xswitchback 

Unfortunately, we're not able to see the reason why a port has been delayed but usually, each provider who has had the number needs to update their records to show it as being with your new provider.

If you have a number that's well-travelled so to speak then this can sometimes be the cause 

[#3]

Thank you, @MatthewWheeler.

Is there any way to reverse a port? Smarty have been intolerable with poor customer service and, worse, rude community members when I've relayed my problem and your information. (See here for the whole thing: https://community.smarty.co.uk/t5/chats-hacks/port-in-delay/td-p/11355. I may have got some details a little incorrect, but it comes across a little sarcastic at the end, personally, and there's just little need.)

The moment my number is ported, I want to immediately get a PAC once again and jump ship. Awful experience so far and a lot of stress on me for something that I have to do unwillingly.

[#4]

The way mobile calls are routed in the UK is a nightmare!. Most countries have a central ( network independant ) database which lists which network a number is currently on, this enables calls to be routed with a simple lookup. So when you port a number, only the central database and the gaining network need to be updated.  OFCOM tried to get the mobile providers to implement this system many years ago, but the network providers objected. So we have a system whereby any call is initially routed to the provider who originally issued the number, they then have to route it to the network on which the number currently resides. So when you port a number , both the originating network , the old network and the new network have to update their own databases. This is largely a manual operation, effected by exchange of files of numbers to be ported on a daily basis!. This is where number ports go wrong...

[#5]

Thanks for getting back to me @xswitchback 

Unfortunately, it's not possible to reverse or cancel a port once it's started.

[#6]

Thank you @MisterW, very informative and mindboggling in tandem to know. I hope this country can reconsider this network approach. I finally got my number ported over today mid-afternoon, but it's taken a full week.

@MatthewWheeler Thank you for the information. I'm logging a complaint with Smarty off the back of all this, but do you happen to know from experience how long it will be before I can request another PAC code to jump ship again? I take it I can't port my number again so soon after already doing so. Is the time between different for each provider?

To everyone else, would you be kind enough to recommend another mobile provider for me? I've had such terrible experiences with numerous (Giffgaff and now Smarty especially), and I'd just like to find a provider that's a kin to moving into a log cabin in the woods to live out my mobile days in peace. Unfortunately Plusnet decided to burn down my previous forest.

[#7]

I hope this country can reconsider this network approach

Not a chance, I'm afraid. The network providers have got too much invested in the current system to change it and OFCOM don't seem to want to force it. The only way it will change is if OFCOM force them to pay serious compensation for delayed ports.

I finally got my number ported over today mid-afternoon, but it's taken a full week.

According to OFCOM rules, ports should take no longer than 1 day!. If suppliers were forced to pay say even £10/day for in excess of the 1 day, then that would make them sit up and take notice!. On a cheap SIM only deal that would wipe out their 1st year revenue for taking a week to port!

[#8]

Shame. And yes, an honest to goodness full week to move my old number over. It was far from seamless and worse, stopped a healthcare professional getting in touch with me as the number came up unrecognised when contact was attempted.

They did offer compensation. A full £1 for each excess day of the delay. That will be enough to buy extra flamingos to go along with my peacocks on the lawn by the pool extension on the back of my house. 😒

Needless to say, I've filed a complaint. But to be completely blunt, I'm exhausted of companies making bank off of poor customer service. We all complain and are whittled away by the stress of it all, but very little gets resolved or done about it and I don't expect any different here.

Don't get me started on the time I went to change my name with my car insurance provider. Not only did they fail to update my title, but they instead changed the name of my secondary driver to my new married name. Who also happened to be my mother. We all make mistakes but that one's near suspected sabotage for something so absolutely basic.

Oh, and they then tried to up my insurance premiums off the back of it.