Plusnet issues porting numbers
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Re: Plusnet issues porting numbers
25-04-2022 9:57 AM
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New customer with the same issue, also EE -> Plusnet. Can anyone confirm whether this issue is only affecting EE to Plusnet number porting? The reports I've seen on this forum and elsewhere mostly mention EE. Can we have a vague timeframe for a fix? If we're talking hours / days I'll just put up with it as my number is important to me, if we're talking a week+ I'll just get a new sim from a different network.
Re: Plusnet issues porting numbers
25-04-2022 10:35 AM - edited 25-04-2022 10:36 AM
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Also from EE and stuck with a barely functioning phone. It'll be two weeks this week - how broken can this actually be and how much longer am I going to have to wait? I've had the same number for 20+ years so I'm in no desire to do anything to risk losing it by jumping ship at this point but not even being able to give an estimate to the nearest week is really irritating. You don't realise how much you rely on mobile data out and about until you suddenly can't use it.
As said above - what can we do to push this? Ultimately it feels like it's up to Plusnet to push to get this fixed if it's external but the information coming from them seems very passive. Afterall, they have an obligation to get this switched over in 24 hours per Ofcom rules, and for me it's coming up to 10 working days.
Re: Plusnet issues porting numbers
25-04-2022 11:20 AM
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I have asked a linked question on EE's support forum here and their response is that "the correct process to resolve porting issues is for the recipient provider to manage issues with the incoming port."
So it does appear to be Plusnet's responsibility to resolve this issue...
Re: Plusnet issues porting numbers
25-04-2022 11:25 AM
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I don’t see how any issue can’t be solved in 2 weeks time, with correct resource and priority given to the issue.
Re: Plusnet issues porting numbers
25-04-2022 1:39 PM
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Re: Plusnet issues porting numbers
25-04-2022 3:01 PM
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Same issue here, but what really annoys me is that I signed up last week and Plusnet didn't tell me there was an issue with porting.....pretty dishonest i'd say.
Re: Plusnet issues porting numbers
25-04-2022 3:30 PM
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Hopefully they’re completing the port properly.
Previously for about a week, my old number was on an eSIM with EE and I was able to make and receive calls.
Re: Plusnet porting number issue
25-04-2022 5:48 PM
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Hi @profarc, we're still working on the issue at the moment, unfortunately we won't be able to issue a PAC until it's been resolved so apologies for the disruption that must be causing for you and we're working to get it fixed as quickly as we can.
Re: Plusnet porting number issue
26-04-2022 12:08 AM
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Hi @adamwalker,
As I cannot access any mobile internet due to the issue from Plusnet, could Plusnet at least send a free sim with internet allowance for me to use before the issue is fixed?
Plusnet needs to figure out an alternative way to calm customers and solve this issue in the meantime, rather than just telling customers to keep waiting, waiting and waiting.
Re: Plusnet issues porting numbers
on 26-04-2022 9:18 AM - last edited on 26-04-2022 1:44 PM by Mav
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Yep. Same here. I’m not impressed at all
all I can do is make phone calls on 3G ! No messaging and no data service so can’t access internet on the move Easy Peasy my [-Censored-]
phoned helpline who just said they were sorry! No attempt to resolve the issues.
was with EE and given Plusnet is owned by BT (who also own EE). You would expect instant transfer.
cant go back to EE as they have closed my account.
still in my cancellation window so may consider switching to another providet
Re: Plusnet issues porting numbers
26-04-2022 9:37 AM
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Re: Plusnet issues porting numbers
26-04-2022 9:39 AM
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One understands expectations, but such expectations mistakenly presume that number porting takes place directly between the donor provider and the new provider. That is not how it works and it is not a simple matter of "transferring" the number.
Number porting is facilitated by a third party across the whole industry and in involves a number of complex processes which not only transfer the number for billing purposes, but also for call routing.
This is not a matter of Plusnet not trying, but one of a third party needing to fix something - Plusnet's support staff only know as much as they have been told by the third party. Such does not preclude Plusnet's responsibility to pursue resolutions.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Plusnet issues porting numbers
26-04-2022 9:47 AM - edited 26-04-2022 9:48 AM
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There is a point when 'sorry, don't know anything; it's just broken' doesn't cut it.
Re: Plusnet issues porting numbers
26-04-2022 10:13 AM
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Re: Plusnet issues porting numbers
26-04-2022 10:50 AM
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