Porting Delay

[#1]

I received my port request confirmation at 10.34 on Wednesday 1st May stating that it will be completed on the 2nd May. I phoned PlusNet Mobile last night to ask why the delay and was told that it would be completed anytime upto midnight on the 2nd May, fair enough I thought. Its now been over 48 hours and still no change. Also somewhere on here I see that PlusNet say if the delay is going to longer that that advised I will get a message to advise me of the reason for any delay. I have not received any message to date. I have to say its a bit dissapointing. Up to now I have had good sevice from PlusNet.

Can anyone help please?

[#2]

Hey @GeoffB1946

Thanks for getting in touch with us.

I am sorry to hear you are having issues with the porting of your number to Plusnet.

So we can investigate this for you, could you PM me the following info:

- You full name

- Your full address with postcode

- Your Plusnet mobile

Just give us a nudge on here once done so we can pick it up as soon as possible.

Thanks.

[#3]

Thanks Maddy

[#4]

@GeoffB1946 

These threads seem to quite clearly show that Plusnet will never notify you of anything except not paying your bill - even if you have or its their fault for not taking the DD

If this is not VERY quickly and efficiently resolved, as it should be by any have way decent supplier,

I would suggest you cancel the transfer if you still can else this is likely to drag on indefinitely.

..... that is if you still can.

I hope not, but you may already be finding that nothing will occur for at least a week and you will be left in the dark no matter how much you chase them.

Please keep us updated.

[#5]

Hi Rob, thanks for your input. This is the latest:-

Wednesday May 1st 10am - Started the process of transferring from Virgin to PlusNet. Sent Port request. Advised that the transfer would be one working day.

Thursday May 2nd 7pm - Phoned to ask when the process would complete. Advised by PlusNet that it should be by midnight.

Friday 3rd May 10am - Still no transfer. Sent message to PlusNet received the following message in return.

"Thanks for confirming that and completing security.   I have checked over your account and can see your port in is currently delayed, there is no clear reason for this just yet, however, our team are working on this for you. I am sorry for the inconvenience caused by this.   Thanks for your patience and understanding with us during this time."

Saturday 4th May - Phoned PlusNet who advised me to put back old sim until transfer takes place!

Monday 6th May 5.20pm Virgin Sim stopped working so I thought great it's happened. I put PlusNet sim in and it wasn't working. So I now have no mobile connection with either provider. Called Plusnet again and was told that as it was a Bank Holiday it wouldn't now happen until next day!!!

Tuesday 7th May 8.05am PlusNet Sim is now live and working. There was a time when I thought i would loose my mobile number altogether which I have had for donkeys years and my business realies on it and is printed on all of my stationery, website etc.

So instead of taking just 24 hours or so as advertised it took a whole week. Not very good is it. Now every time I see the PlusNet Advert on TV I look away!!

"We'll do you proud" ........ I dont think so!!

[#6]

Hello @GeoffB1946,

I am deeply sorry for the experience you have had and can assure you this is not the level we aim to provide.  We do always aim for any change over to go through as smooth as possible and I am sorry this hasn't been the case for you.

We would really like to turn this around for you, please can you DM me your mobile number and full name.

[#7]

I would advise anyone against instigating a port to Plusnet on any Friday (just before weekend) or on any day before the start of a bank holiday.

It would seem that the plusnet side of the port depends on it being a normal working day for at least one day after you give them the pac

There still may be issues, but requesting a port without a normal workday as the next day does seem to reliably generate delays and problems.

Shame very few tell you that when you give them the pac.

[#8]

I was warned at least twice by different Plusnet people not to initiate porting my number before the bank holiday and as a result, the process worked smoothly for me. Maybe I was lucky or you were unlucky with who you spoke to.

Keith

[#9]

@weddell10 

Good to hear that some staff are - and acknowledges that it IS an issue for some reason.

The number of issues I have seen here where the pac is accepted before a hol seems to show that level of care is not widespread though - at least not widespread enough.

oh - and I did avoid those situations and still got issues porting in and porting out.. 😞

[#10]

Hi all, it does look like there's a clear issue here so I'll get this flagged up to our mobile ops to team to make sure they're aware.