Porting issue

[#1]

Hi,

I ordered a new sim card and requested transfer of my old number when purchasing. I received the new sim card Friday before last, lost service on my old sim card that same morning (before the new sim card actually arrived). When I inserted my new sim card it showed up as the new number, I'd read it could take a couple of business days to transfer, so left it over the weekend.

On the following Monday, the new number that came with sim had been replaced by a different new number, not my old number I'd requested. It's been a week since then with no change.

Any ideas what happened?

Thanks

[#2]

Hi there, 

Could you drop me a PM with your mobile number and address including postcode so I can take a look into that for you? 

[#3]

Hi,

I sent you a PM on Monday. My phone lost service on Tuesday, so something is happening. But it's been 4 days with no service and my phone still shows the wrong number.

Any updates on what's going on?

Thanks for the help.

[#4]

Hi @MLJ91,

Thank you for getting back in touch, I'm very sorry that you've not had an update after sending us the requested information over.

We'll just need to run through a few data protection checks with you and we can then access your account and look into this. Please can you send me the following information over on a private message?

- Your full name

- Your date of birth

- The first character and the ninth character from your memorable place

Please drop us another message on this thread once you've sent the private message so that we can ensure this is picked back up

[#5]

PM sent as requested.

Thanks.

[#6]

Thanks for getting back to us, 

I'm going to look into this with our mobile ops team for you. Could you send me another PM with the other mobile number that you've mentioned just so i can make a few checks first?

Adam

[#7]

Hi,

I've PM'd you that number.

Thanks.

[#8]

Thanks very much, I'll raise this with our mobile operations team and will speak with them when they're back in the office on Monday so I'll make sure I get back to you then. 

[#9]

Hi there, this is just to let you know that our operations team are looking into this for me now, it might take a few days for them to get back to me. I'm away from work tomorrow but will pick this back up on Wednesday for you. 

[#10]

Hi,

Just wondering if there's any update? As it's now been 3 weeks without a working sim.

Thanks.

[#11 · Accepted solution]

Thanks for getting back to us @MJL91 

I'm sorry for the delay with this. Adam's not in the office at the moment, however I've picked this up for you now and I've discussed this with a colleague from our mobile operations team and I'll message you back now

[#12]

3 weeks no working sim terrible sevice from Plusnet hope they dont loose your old number

[#13]

Dear Anoush, 

Please could you help me escalate my porting problem: I have not been able to receive calls to my number for over 1 month since switching to Plusnet. I have called CS numerous times but I feel totally helpless. 5 days to resolve an issue is what I keep being told.

Thank you