topic Number Porting Critical Issue in SIM cards & Porting

Number Porting Critical Issue

CES_UK — Fri, 05 Apr 2024 06:54:14 GMT

Today is 5th. of April. On March 24, 2024, I switched my mobile service from Vodafone to EE. However, my mobile number, 075574XXX36, has not been successfully ported to the EE network. Incoming calls and messages are currently being received through the Vodafone network, causing disruptions to my daily activities, particularly in banking, e-commerce, and Gov UK transactions that rely heavily on SMS OTP verification. As a result of this issue, I cannot access various platforms that utilize 2-factor authentication via SMS.

In summary, calling or texting my mobile number will reach the Vodafone mailbox announcement but not my phone.

Despite reporting the issue to EE multiple times, the problem persists.

This issue has significantly impacted my daily life, and I don’t know what else to do.

I appreciate any suggestions

Re: Number Porting Critical Issue

James_B — Fri, 05 Apr 2024 09:24:34 GMT

Hi @CES_UK,

Welcome to the EE Community. 🙂

In the event of a failed number transfer, our number porting team will need to liaise with your previous network to resolve the issue.

The team will be working to to find a resolution as quickly as possible.

James

Re: Number Porting Critical Issue

CES_UK — Fri, 05 Apr 2024 10:10:37 GMT

Thanks for your response, But this issue has persisted for the last 14 days. I am not sure if this is a problem on the EE side, but Vodafone. What shall I do now?

Re: Number Porting Critical Issue

James_B — Fri, 05 Apr 2024 10:36:07 GMT

Hi @CES_UK,

Our Technical Support Team will be happy to provide you with an update if you get in touch on 150.

James

Re: Number Porting Critical Issue

bristolian — Fri, 05 Apr 2024 10:43:58 GMT

@CES_UK wrote:

I am not sure if this is a problem on the EE side, but Vodafone. What shall I do now?

"On-net" calls & texts don't route via your donor network and are retained by EE. Thus if calls & texts from EE users are unaffected as they often are, this would prove an issue on our donor network.

VF have to resolve this, but EE remain your point-of-contact. There are processes in place to deal with these scenarios, but you are well within your rights to be constantly contacting EE-CS until this is resolved.

Re: Number Porting Critical Issue

CES_UK — Fri, 05 Apr 2024 10:45:06 GMT

When I request support from 150, it sends me a TXT that some tech guru will call me. But he cant as no one can call me as calling or texting my mobile number will reach the Vodafone mailbox.

I am having a chicken-egg problem , completely deadlocked

Re: Number Porting Critical Issue

bristolian — Fri, 05 Apr 2024 10:49:55 GMT

@CES_UK wrote:

But he cant as no one can call me as calling or texting my mobile number will reach the Vodafone mailbox.

As per my previous post, that may not necessarily be the case.

There are certain options on the 150 IVR that result in a text message, but other options are available that don't. I recall that the initial "press button for a virtual service" option is best avoided if you have unresolved issues.

Re: Number Porting Critical Issue

CES_UK — Mon, 08 Apr 2024 07:23:29 GMT

@bristolian wrote:There are certain options on the 150 IVR that result in a text message, but other options are available that don't. I recall that the initial "press button for a virtual service" option is best avoided if you have unresolved issues.

When contacting technical support via the EE network by calling 150, the sole option is receiving a return call. If there are additional pathways to connect tech. support directly through the IVR after initiating the call, then please provide the appropriate sequence of numbers to be entered.

It has been 15 days since the beginning of the number porting process from EE to Vodafone for my mobile service. Unfortunately, neither operator has completed this process, leaving my service unavailable.

I seek information on my rights as a consumer in this situation and would like to know which regulatory authorities or entities I should contact to escalate this matter.

Re: Number Porting Critical Issue

bristolian — Mon, 08 Apr 2024 08:15:30 GMT

Quite a few people seem to have issues with option 1 on the 150 IVR which is announced as "the new visual service". There is a subsequent announcement for "otherwise press 2"

Re: Number Porting Critical Issue

CES_UK — Tue, 09 Apr 2024 07:02:32 GMT

For 16 days now, my phone number transfer has been pending, leaving me without service. Vodafone points the finger at EE, and vice versa, resulting in a deadlock where neither takes responsibility. Due to this, I'm unable to receive SMS one-time passwords (OTPs), effectively locking me out of numerous services essential for my business operations.

I've been in daily contact with EE, each time promising a resolution for 'tomorrow,' yet tomorrow comes and goes without any progress. Similarly, Vodafone claims they no longer have my number and can't support me.

What steps should I take next? How can I escalate this issue to resolve it? Would involving a lawyer be wise? I'd greatly appreciate any guidance or advice on how to navigate this situation.

I appreciate any help you can provide.

Re: Number Porting Critical Issue

bristolian — Tue, 09 Apr 2024 07:12:40 GMT

EE CS have an escalation process which you should be following.

Re: Number Porting Critical Issue

CES_UK — Tue, 09 Apr 2024 09:57:44 GMT

@bristolian Thanks for your prompt response, but I haven't been advised to take any action from EE CS. Below is the response I received. Any suggestions?

Thank you for your understanding and patience. Following our earlier conversation, I have consulted with our Ombudsman Support team. They have informed me that, as we are within the 8-week timeframe allocated for investigating your complaint, we would not issue a letter of referral at this point. We are actively working towards a resolution, and I assure you that your case is receiving our full attention.

I realise the situation is less than ideal, and I share your concern. As my colleague Valerie previously mentioned, the transfer issue with Vodafone is being addressed, and we have requested an expedited update from them.

Should you wish to discuss this matter in more detail or if you have any further questions, please do not hesitate to contact me.

Re: Number Porting Critical Issue

bristolian — Tue, 09 Apr 2024 11:28:29 GMT

Your point of contact for individual service issues is CS on 150, and you should continue with them - if your issue is unresolved, you should pursue them until resolution. Make that contact as often as possible.

If you want to make a CS complaint, then do so - but I suspect that won't directly resolve the porting issue. You certainly shouldn't rely on that alone.